AGM / General Manager – Travel Operations

10 - 15 Years

Job Description

Job Responsibilities

  • Responsible for the Customer Service vertical  Travel Business Unit  in the organization ,
  • Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Defining customer-service standards
  • Framing work direction and plan for the associates based on their capabilities , Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets .
  • Own and drive implementation of global process initiatives focusing on maximizing customer satisfaction and ensure process compliance.
  • Built multiple predictive business models to reduce repeat calls to reduce call volume by 25% and replicated at different locations using probability techniques.
  • Process improvement initiatives to achieve maximum efficiency in various operations
  • Directing activities involving sales through internal targets based on revenue per agent through core product and conversion as well as up-selling on ancillary products and proactive call outs. Strategizing delivery of monthly targets by mapping of targets on daily / weekly basis, distribution of individual targets
  • Delivering effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience.
  • Ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services
  • Driving a strong value proposition and ensuring a strong Business Excellence involvement in onshore delivery deals
  • Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
  • Support organizations human resource  objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling employees; communicating job expectations;
  • Planning, monitoring, appraising, and reviewing Performance,  planning and suggesting, compensation actions.

Key Skills


  • Post Graduate / MBA with at least 13 years of experience and 8 years in Business/Operational Excellence role
  • Excellent Knowledge of travel process
  • Experience in managing entire process operations with an aim to accomplish corporate plans & goals successfully.
  • Green Belt or Black Belt preferred with experience in managing operational quality
  • Ability to influence and engage direct and indirect reports and peers
  • Excellent judgment and creative problem-solving skills including negotiation and conflict management
  • Abilities in coordinating with internal/external customers for running successful business operations.
  • Expertise in managing & leading teams for running successful process  operations &  implementing procedures and service standards for business excellence
  • Should be self-motivated with excellent interpersonal, communication & organizational skills.
  • Excellent team management and customer relationship management Skills .
  • Experience in monitoring delivery of high-quality customer experience elevating customer satisfaction, while adhering to the SLAs and work processes  and thus managing cost-effective operations  
  • Skilled in mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines.
  • Knowledge of US /UK Travel Process,
  • Knowledge of GDS will be a plus.

Interested ??????

Please Share your Updated Profile  / CV at 

Please Share following details :

Total Experience(in Yrs) :
Experience in Travel Domain (in Yrs) :
Are you  currently in NCR or willing to relocate :
Current CTC :
Expeted CTC :
How soon can you Join :

Salary: INR 15,00,000 - 22,50,000 PA.

Industry:Travel / Hotels / Restaurants / Airlines / Railways

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Senior Management



Desired Candidate Profile

Please refer to the Job description above

Company Profile

Xcel Serv Solutions Private Limited

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Recruiter Name:Mr. Suneet Hans

Contact Company:Xcel Serv Solutions Private Limited

Reference Id:gmcs