Operations and Service Delivery Manager

We are innovators and disruptors in global travel content, distribution and payments technologies. Travelfusion has created the largest LCC & NDC distribution platform that helps global travel organisations grow in a fast changing industry. Head quartered in the City of London, with offices in Shanghai and Thessaloniki, Travelfusion is a fast-growing, dynamic travel technology business. The Operations and Service Delivery role encapsulates the responsibilities for overseeing the day-to-day bookings support operations, handling efficient and smooth processing of client enquiries, optimises team performance through well defined metrics and processes and ensures a seamless customer experience. Closely works with Operations, Product and Engineering teams to improve the service flow and delivery targets of a 24x7 booking operations call centre team. Operations Management: Oversee the day-to-day booking support operations, ensuring SLAs and KPIs are consistently met Monitor real-time performance metrics and identify bottlenecks, taking corrective measures such as staffing or workflow adjustments, Manage the inbound and outbound booking enquiries across YouTrack, chat and and email channels. Development and Team Leadership Lead, coach and develop a team of highly motivated and high calibre booking support agents and leaders a team of highly motivated and high calibre booking support agents and leaders Conduct regular review of gaps in training and processes with targeted measures to improve and enhance performance. Carry out regular performance reviews and OKR check points to cultivate a high performing team. Foster a customer centric approach Handle escalations and support team members through complex booking disruption issues. Performance and Analytics Consistently track, review and analyse KPIs and OKRs - with focus on throughout, CSAT Focus on metrics to identify work-flow bottlenecks and to improve productivity Produce reports for the department head and leadership team Customer experience and User Satisfaction Implement a framework for high standards of client customer service and review of CSAT. Implement best practices for timely issue resolution and customer engagement Identify new trends, application of tools and technology to continuously improve. Compliance and Process Improvements Ensure adherence to company policies, departmental requirements GDPR, PCI obligations and industry standards Constant review of processes, SOPs and effective execution of those processes to identify gaps and implement improvements. Essential Skills and Experience 8 years+ in a fast-paced travel, travel technology, high volume international business e.g. OTA, TMC, Airline Operations Proven leadership and management skills Professional, hands-on and strong communications skills Ability to deliver training, improve processes and write clear documentation #LI-KP1