Deputy Manager - Operations

Job Summary:
We are looking for an experienced and highly motivated Operations Manager with a background in BPO/BPM settings, particularly within the travel industry. This role requires strong leadership, excellent communication skills, and the ability to effectively manage and motivate a team to meet performance goals. The ideal candidate will have experience in handling global distribution systems (GDS) and be responsible for ensuring smooth operations, compliance, and team development.

Key Responsibilities:

• Communicate with employees and customers to ensure timely, courteous, and efficient responses to product and service inquiries.
• Ensure compliance with all benefit management programs and maintain in-depth knowledge of operational standards.
• Work closely with the compliance department to investigate complaints and correct errors.
• Manage and review disciplinary actions with employees, including verbal warnings and formal documentation.
• Continuously coach and support the team to achieve both individual and team performance goals.
• Serve as the point of escalation for procedural and technical issues and provide guidance to staff on resolving complex challenges.
• Monitor and track team performance, offering constructive feedback.
• Conduct formal performance appraisals for direct reports and communicate recommendations for development and growth.
• Take initiative and work independently to meet deadlines and manage multiple projects in a fast-paced, shifting environment.