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Senior Manager Business Operations

Role purpose

The purpose of this job is to supervise and consolidate team work closely with managers and optimizing the communication and collaboration among all stakeholders.

Duties and responsibilities

• Analyze key accounts with the Production Account Managers and find new ways / ideas to work towards efficiencies through automation, development requests and smart audit measures

• Participate in key customer meetings and work with the Production Account Managers on key client initiatives
• Manage key trial audits along with the Production Account Managers
• Ensure customer satisfaction on key accounts, guide the Production Account Managers on how best to coordinate with and manage Customer requests and expectations.

• Work with Production Account Manager on key decisions concerning service delivery and quality, by providing assessment of account profitability, quality and customer satisfaction.

• Control the FTE utilization on accounts and find ways to reduce where/if required
• Monitor the second pass threats to business and help the Production Account Managers to find ways to anticipate feedback, monitor second pass results and improve the results delivered by the teams
• Mentor and groom the Production Account Managers
• Co-operate with Support and Development teams in providing feedback and ideas on product enhancements

Skills and Experience

Soft Skills

• ·    Detail oriented
• ·   Quality Conscious

Domain/Functional Skills

• ·   Good communication and coordination skills
• ·   Customer care

  Technical Skills

• ·       Sound knowledge of PowerPoint, Word and Excel
• ·       Fluency in English

Experience          

• Over all experience 5+ Years in account and team management
• Highly Valued: Good knowladge of airline ticketing business. 

Working conditions

Travel: 1 to 2 trips per year

Interfaces:

• Internal: Operations Team (PAM), Applications Support, Director – Business Operations, VP – Business Operations

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