Manager, Client Services

Bring your passion and energy to our growing team. We’re hiring!

Manager, Client Services

Full Time, Noida, India

As a Manager, Client Services,

You will be responsible for the overall management and performance of the travel operations including operational performance, client servicing and retention, employee management and budgetary and cost management. This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing. Span of control will be based on number and complexity of accounts and number of direct reports.

Coaching and Developing Others

• Establishes business-driven development plans for individuals, teams, or departments
• Determines plans for long-term learning and developmental needs working with training department
• Identifies mission-critical competency areas needed to meet business unit objectives
• Supports and helps arrange rotational assignments within and between teams
• Successfully coaches both superstars and problem performers, monitors progress through feedback sessions
• Checks for understanding of and commitment to performance and development goals as well as follow up activities
• Evaluates completed development considering its contribution to achievement of business goals
• Utilize Peakon to create actions and interact with employees on their feedback to facilitate dialogue to improve employee engagement.

 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 through provided tools and goals are met; implementing plans for continuous improvement
• Serves as the primary liaison 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, 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

 Teamwork

• Seeks opportunities to review operational processes and the commercial relationship with customer, working with commercial teams to implement suggestions for improvement
• Assists team efforts and provides direction to the team 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 regular meetings, annual performance reviews and ad hoc coaching
• Oversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved
• Works with performance data to maximum the effectiveness and efficiency of the team
• Creates a positive work environment
• Responsible for employment related act ivies such as hiring and on-boarding of new employees, disciplinary actions and terminations
• Maintains the highest level of integrity as a representative of the company; abiding all company policies and procedures

Handle Incoming Requests

• Strong understanding of client policies and processes, determining the impact to the operation team as changes are implemented
• Leads the effort or provides direction to review current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met.
• Has a strong understanding and accurately provides direction on a large spectrum of travel supplier rules.
• Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)
• Supports BCD Travel and client driven initiatives

Communication

• Uses positive language and word choices to avoid negative reactions
• Applies proper communication guidelines (clear, concise and personal) to interactions
• Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc.

General Management Responsibilities

• Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement
• Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations
• Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget
• Manages overall budget and performance against budget
• Responsible for evaluating and maintaining operation staffing
• Responsible for all assigned administrative tasks
• Leads change efforts, providing information and communication
• Identify and communicate risks, issues and benefits to the operations and/or the customer
• Delegates work to others for improved results and individual growth as applicable

Administrative Tasks

• Performs quality management such as error management
• Completes administrative tasks as assigned
• Assists or oversees testing or researching root causes and develops suggestions for improvement
• Assists in projects as assigned (ex: implementations)
• Attend scheduled meetings or calls as assigned
• Conducts meetings and training sessions as appropriate
• Manages Disaster Recovery plans and efforts
• Manages day-to-day needs of the team and provides assistance and direction

Other:

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position.  The employee may be asked to perform other duties and responsibilities, as necessary.

About you:

• Ideally you will have 10 to 12 years of relevant travel experience.
• Thorough knowledge of the travel industry, fares and markets.
• Prior managerial experience of 3-5 years.
• Thorough knowledge of travel agency operations.
• Ability to work night and weekends, when needed.
• Prior budget and cost management experience.
• Thorough knowledge of Travel products and services.
• Knowledge of specified GDS(s).
• Knowledge of word processing, spreadsheets, presentation, and email software

About us:

We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000 people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

 You’ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we encourage you to apply. You may be just the right candidate for this or other positions. 

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