Operation Team Lead - Corporate (Air-Ticketing)

Key Expectations:

• Develop and implement operational strategies that align with the company's overall business goals.
• Drive growth and operational efficiencies in the corporate department.
• Set and monitor performance KPIs for operation teams and adjust strategies as necessary.
• Manage daily operations related to corporate products and services, ensuring adherence to policies and procedures.
• Ensure compliance and travel policy meet with client requirement.
• Lead and mentor the operations team, fostering a collaborative and productive work environment. Provide guidance and support to team members, helping them achieve their goals.
• Handle customer cases with professionalism and efficiency, ensuring high levels of satisfaction. Manage customer relationships, addressing their needs and concerns promptly.
• Demonstrate excellent proficiency in both English and Thai, with strong written and verbal communication skills. Ensure that all work is compatible and effective.
• Develop and implement capacity planning strategies to optimize resources and improve operational performance. Monitor and manage the workflow to ensure seamless service delivery.
• Handle pressure effectively and develop solutions to operational challenges. Maintain a proactive approach to identifying and resolving issues that may impact service quality.
• Continuously evaluate and enhance operational processes to improve efficiency, reduce costs, and enhance customer experience. Implement best practices and innovative solutions to drive operational excellence.
• Ensure compliance with industry regulations and company policies. Prepare and present regular reports on operational performance, including key metrics and improvement initiatives.
• Organize training programs to enhance team skills and knowledge in corporate air ticketing and customer service.
• Collaborate with sales teams to onboard corporate client.
• Review and renew contracts and terms with suppliers to secure the best rates and services for clients.
• Prepare reports for management on operational performance and periodically conduct customer service scorecard.
• Leverage technology solutions to enhance operational efficiency, including implementing booking systems and CRM tools.
• Stay abreast of digital travel management company trends and innovations to continuously improve service delivery and operational processes.
• Identify potential risks associated with operations and develop contingency plans to mitigate them.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• A minimum of 7-10 years of experience in operations management within the travel industry, with a focus on air ticketing.
• Strong understanding of air ticketing systems, pricing models, and distribution channels.
• Excellent leadership and team management skills with a track record of driving operational excellence.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to build relationships with clients and partners.
• Proficient in travel management software and GDS platforms (e.g., Amadeus, Airline agent portal).