Operations Director, Asia Pacific

**Are you ready for a challenging and exciting endeavor that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies and experience and be part of BCD Travel's Regional Operations team? If yes, you might be exactly the team member we are looking for.**

**Operations Director, Asia Pacific**

The Operations Director, Asia Pacific is responsible for overall governance and performance of operations of owned countries including operational performance, client servicing and retention, employee management and budgetary and cost management. This person ensures all operational goals are met consistently and works to implement and measure continuous improvement efforts.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations, client servicing and business practices in multiple regions/countries. Span of control will be based on number and complexity of accounts and number of direct reports.

Additional responsibilities include driving strategic regional initiatives including enterprise-wide initiatives as identified by stakeholders. Perform variety of projects which focused on organization’s capabilities and performance. Design and deliver innovative recommendations to optimize the operating model while effective managing risks. The incumbent will align to the regional leadership and oversees these initiatives and ensure the deliverables are brought to fruition.

**Responsibilities**:
**Operational Knowledge and Application**
- Provides direction and measures the impact to the operation of travel supplier rules and changes, mitigating the impact of changes to the operation
- Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)
- Uses industry knowledge to provide direction on best practices, identify and implementation of operational improvements
- Oversees, provides guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met

**Quality**
- Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals
- Consistently follows BCD Travel guidelines
- Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

**Service Excellence**
- Ensure customer satisfaction is measured and goals are met, implementing plans for continuous improvement
- Serves as the primary liaison (for offshore offices/locations) between the Account Manager and the operational staff; ensuring all client needs are met
- Reviews customer servicing metrics: seeking and implementing improvements and ensuring goal levels are met
- Serves as the escalation point for client and/or customer issues (serviced via offshore offices/locations), ensuring customer satisfaction
- Provides direction to the team for improved customer satisfaction
- Balances the needs of the customer/client and operational need to ensure efficiency and effectiveness
- Regularly meets with the Account Management team (for offshore offices/locations) to review performance and make improvements for improved client/customer satisfaction
- Meets with the client as requested as the primary contact for Operations if needed.

**Strategic regional initiatives**
- Support key strategic regional initiatives and this may include enterprise-wide initiatives as identified by the regional leadership team. This includes support end to end project ownership
- Develop a deep understanding of the critical issues facing our business and responsible for providing recommendations to drive the improvements and/or transformations to the operating model.
- Responsible for identifications, planning and overseeing of large strategic initiatives which could include but not limited to offshoring, corporate/partner restructuring, cross-functional improvement programs, or value-chain optimization
- Assist in implementation of global/regional strategy and business initiatives
- Work closely with global and regional team in enhancing existing ways of working in achieving business objectives.
- Manage project timelines and budget and ensure the plans are executed and track progress against the schedules. Update and escalate if necessary to key stakeholders on the status of the project.

**Teamwork**
- Assigns and work with Process team on the review of operational processes and implements suggestions for improvement
- Assists team efforts and provides direction to the teams to move market share to BCD Travel preferred suppliers
- Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning
- Provides team feedback, coaching and development on performance through