Operations Manager

About the Opportunity

Role: Operations Manager

Level: Manager/ Senior Manager

Reporting To: Director - Corporate Channel

Location: Gurgaon

About the Function:

MyBiz, a corporate travel management platform by MakeMyTrip, provides a customizable,real-time self-booking system that seamlessly integrates into a companys structure todeliver convenience, transparency, savings, and the power of choice.

Over the last fiveyears, we have onboarded 50,000+ prominent corporates, including Vedanta, P&G,Zomato, Bajaj Finance, Escorts, Netflix, Byju's, and BlackBerry, who are availing thebenefits of our seamless platform along with significant savings.

About the Role:

As an Operations Lead at MyBiz, you will be responsible for overseeing and managing a team of travel consultants stationed at a corporate clients location. Your role would be to ensure the seamless delivery of travel services, adherence to corporate travel policies, and exceptional client satisfaction. You will coordinate between the corporate travel agency and the client to meet strategic and operational goals.

What will you be doing:

1. Team Management

• Supervise, coach, and lead a team of on-site travel consultants to deliver high-quality services.
• Assign tasks and manage team schedules to ensure smooth operations and adequate coverage.
• Conduct performance reviews, provide feedback, and identify opportunities for professional development.
• Organize training sessions to enhance the teams knowledge of systems, policies, and best practices.

2. Travel Operations Oversight

• Possess knowledge of all corporate travel bookings, including flights, accommodations, transportation, and visas.
• Monitor travel bookings to ensure accuracy, cost-efficiency, and timely service delivery.
• Provide escalation support to resolve complex travel issues and emergencies effectively.
• Oversee adherence to service level agreements (SLAs) and maintain high service standards.

3. Client Relationship Management

• Serve as the primary liaison between the travel consultant based at the client’s premises and the travel agency for operational matters.
• Understand the client’s travel policies, culture, and strategic goals to align services accordingly.
• Attend client meetings to provide updates, address concerns, and discuss opportunities for improvement.
• Regularly gather feedback from the client to drive continuous service enhancement.

4. Reporting and Analysis

• Generate and present detailed reports on travel expenses, patterns, and compliance.
• Identify trends and propose cost-saving strategies to the client.
• Track team productivity and operational metrics, implementing corrective actions when necessary.

5. Compliance and Risk Management

• nsure compliance with the client’s travel policies.
• Regularly travel to the corporate location to assess the performance of travel consultants and provide necessary feedback and inputs.
• Stay updated on global travel regulations and advisories to mitigate risks for travelers.

6. Process Optimization

• Collaborate with the client to identify opportunities for process improvement.
• Recommend and implement technological solutions to streamline travel operations.
• Continuously assess workflows to enhance efficiency and reduce operational bottlenecks.

Qualification & Experience:

• Bachelor’s degree in Travel & Tourism, Business Administration, or a related field (or equivalent experience).
• Minimum of 8 years of experience in corporate travel management, including at least 2 years in a leadership or implant role.
• Proven experience managing a team of travel consultants.

Key Success Factors for the Role:

• Strong leadership and people management skills.
• Proficiency in GDS systems (Amadeus, Sabre, or Galileo) and travel management tools.
• Excellent problem-solving skills, with the ability to handle high-pressure situations.
• Strong communication and interpersonal skills to foster relationships with clients and teams.
• Analytical mindset with attention to detail for reporting and data interpretation.
• Advanced proficiency in MS Office (Excel, Word, PowerPoint).

Preferred Attributes

• Customer-focused approach with a proactive attitude toward resolving issues.
• Knowledge of corporate travel industry trends and best practices.
• Ability to adapt quickly to changing travel regulations and client requirements.
• Experience with handling VIP or high-profile clients is a plus.