Senior Manager-Voice-Customer Service

EXL Service

  • Philippines
  • Permanent
  • Full-time
  • 1 day ago
Job Description:The Senior Operations Manager - BPO Travel Industry is responsible for leading and optimizing travel-related outsourcing operations. The role ensures operational excellence, client satisfaction, and strategic alignment by managing teams, refining processes, and leveraging industry-specific technologies.Responsibilities:Key Responsibilities1. Operational Leadership and Performance Management
  • Manage day-to-day operations across multiple teams or sites, ensuring the achievement of financial, operational, and service-level KPIs.
  • Monitor performance metrics and identify data-driven opportunities for improvement in quality, speed, and cost-efficiency.
  • Strategize for peak travel seasons to maintain consistent service delivery and scalability.
2. Team Management and Development
  • Lead and mentor Operations Managers and frontline staff, fostering a high-performance, engaged workforce.
  • Oversee recruitment, onboarding, and performance reviews, ensuring GDS (e.g., Sabre) proficiency and relevant skills.
  • Develop communication strategies to align teams with client expectations and company goals.
3. Client Relationship and Stakeholder Management
  • Maintain strong client partnerships through regular interaction and strategic alignment.
  • Collaborate cross-functionally with departments such as Finance, HR, and IT to support business objectives.
  • Propose and implement improvements to client travel programs, enhancing compliance, booking efficiency, and traveler satisfaction.
4. Process Optimization and Technology Integration
  • Streamline processes and reduce operational costs while improving customer experience.
  • Integrate and optimize travel technologies including GDS platforms, CRM systems, and online booking tools.
  • Identify and implement automation opportunities, such as AI in customer service or cloud-based systems.
5. Compliance and Risk Management
  • Ensure adherence to travel regulations, data protection laws (e.g., GDPR), and payment security standards (e.g., PCI DSS).
  • Conduct risk assessments and implement proactive measures to mitigate service disruptions and compliance risks.
6. Budget and Resource Management
  • Develop and manage operational budgets with a focus on efficiency and service quality.
  • Oversee allocation of resources including staffing, vendor management, and technology investments.
7. Travel Program Administration
  • Supervise end-to-end travel processes such as booking, itinerary management, and collateral delivery.
  • Support the rollout of travel management tools and policies, and contribute to program innovation (e.g., sustainability initiatives, duty-of-care enhancements).
Qualifications:Qualifications and SkillsExperience
  • Minimum of 5 years of operations management experience, with at least 3-5 years in the BPO or corporate travel industry.
  • Proven ability to manage contact center or travel program operations in an outsourcing context.
Technical Skills
  • Expertise in GDS platforms (e.g., Sabre, Amadeus) and travel management tools (e.g., Concur).
  • Strong command of data analytics and performance tracking tools.
  • Familiarity with automation and AI tools in travel and customer service functions.
Soft Skills
  • Strong leadership, interpersonal, and communication skills.
  • High adaptability, multitasking, and problem-solving abilities under pressure.
  • Client-oriented mindset with a focus on tailored business travel solutions.
Industry Knowledge
  • Deep understanding of corporate travel trends, traveler experience enhancement, and duty-of-care practices.
  • Knowledge of BPO best practices including SLA management, process optimization, and client-centric service delivery.
Work Environment
  • Location: Typically office-based in a BPO hub, with potential for hybrid work. May require occasional travel (10-15%) for client meetings or site visits.
  • Work Hours: Full-time, with flexibility to accommodate client time zones or urgent travel-related issues.
  • Environment: Dynamic, client-focused setting, requiring coordination with global teams, vendors, and corporate clients.
About Us:EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit www.exlservice.com.EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

EXL Service