Manager / Senior Manager – Operations

WE ARE HIRING: Manager / Senior Manager – Operations 

Location: Sri Lanka
Employment Type: Full Time
Industry: Corporate Travel / Travel Management Services

Role Overview 

We are seeking an experienced Manager / Senior Manager – Operations to lead a high-performing Corporate Travel Contact Center operation. The successful candidate will be responsible for driving operational excellence, client satisfaction, employee engagement, and business performance while leading large teams within a dynamic and customer-focused travel operations environment. 

Key Responsibilities

• Lead and develop high-performing operational teams while fostering a culture of accountability and excellence.
• Drive key operational KPIs including service levels, productivity, quality, customer satisfaction, and employee engagement.
• Partner with APAC stakeholders, Account Management teams, and clients to deliver service excellence and business objectives.
• Coach, mentor, and develop leaders and team members through structured performance management and development plans.
• Utilize employee engagement tools to drive action plans and improve engagement outcomes.
• Lead quality improvement and error reduction initiatives using data-driven decision-making.
• Act as the escalation point for client and customer issues, ensuring timely resolution and exceptional service delivery.
• Drive continuous improvement, process optimization, and operational transformation initiatives.
• Manage staffing, workforce planning, budgeting, and cost optimization activities.
• Lead new client implementations, technology deployments, and change management programs.
• Ensure compliance with company policies, client requirements, and business continuity standards.

Candidate Profile

• Proven experience managing teams of 25+ employees.
• Minimum 5 years of people leadership experience.
• Experience within one or more of the following environments:
  • Corporate Travel / Travel Management Companies (TMC)
  • Airlines or Airline Contact Centers
  • Airline Shared Service Centers
  • Airline-focused BPO Operations
  • Customer Service Operations supporting travel services
• Demonstrated experience managing APAC-based stakeholders.
• Strong track record of building high-performing teams and driving operational excellence.
• Bachelor's Degree or equivalent professional experience.
• Minimum 5 years of corporate travel industry experience preferred.
• Strong understanding of corporate travel operations, travel agency processes, fares, and travel markets.
• Working knowledge of Amadeus, Sabre, or Travelport/Galileo will be an advantage.
• Strong stakeholder management, communication, coaching, and change management capabilities.
• Experience in budgeting, workforce planning, and performance management.
• Advanced proficiency in Microsoft Office applications.

Ready to take your career to new heights? 

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! 

Our client is looking for a skilled individual to fill the role of Manager / Senior Manager – Operations. 

Apply now and see how you can be the perfect fit for this exclusive position!

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