Assistant Vice President-Business Management -Professional Services

The AVP – Travel Domain is responsible for leading, optimizing, and transforming large-scale travel contact centre operations. This role ensures operational excellence, service quality, and compliance while driving automation, travel technology integration, and continuous improvement across multiple customer touchpoints (voice, email, chat).

Requirements

• Manage large-scale operations of 200+ team members, ensuring day-to-day performance, productivity, and adherence to goals, while fostering a culture of ownership and accountability across all levels.
• Manage end-to-end corporate travel contact centre operations across multiple geographies, ensuring consistent service delivery and seamless customer experience.
• Ensure achievement of all SLAs and KPIs, including AHT, FCR, Quality, CSAT/NPS, schedule adherence, contact centre efficiency metrics, and process compliance.
• Drive robust workforce planning, capacity management, queue/volume monitoring, and real-time staffing optimization to maintain operational stability.
• Demonstrate strong command over enterprise-level forecasting models with attention to volume fluctuations, trend analysis, risk identification, and detailed gap-to-target planning.
• Strengthen travel specialist performance through structured governance frameworks, coaching interventions, refresher trainings, and performance accountability mechanisms.
• Implement process standardization, SOP optimization, and automation opportunities to improve accuracy, reduce manual effort, and elevate service quality.
• Lead incident management, business continuity planning (BCP), and operational risk mitigation to ensure uninterrupted service delivery.
• Utilize data-driven insights and dashboards to monitor performance, identify bottlenecks, and implement strategic corrective action plans.
• Collaborate with Quality, Training, WFM, and Technology teams to drive end-to-end operational excellence and continuous improvement.
• Lead monthly and quarterly business reviews (MBR/QBR) with clear insights on performance trends, service delivery, and strategic initiatives.
• Address escalations with a structured root-cause approach and drive continuous performance improvement and service excellence.
• Align operational solutions with client expectations, travel program objectives, SLAs, and contractual obligations.
• Drive strategic discussions with senior client leadership to influence policy decisions, travel program enhancements, and overall transformation roadmap.
• Establish robust governance frameworks, including SLA/OLA reviews, VOC analysis, and predictive insights to proactively flag risks and opportunities.
• Build and nurture executive-level relationships to ensure long-term client retention, operational stability, and revenue growth.
• Present data-backed insights on travel patterns, compliance gaps, cost-saving levers, and operational efficiencies to support client decision-making.
• Collaborate with cross-functional teams (Technology, Product, Automation, Finance, Quality) to design scalable, future-ready solutions aligned with client priorities.
• Anticipate client requirements by continuously monitoring service metrics and implementing proactive intervention plans.
• Deep understanding of corporate travel operations, including air, hotel, car, rail, and auxiliary travel services.
• Oversee travel reservations, ticketing, reissues, refunds, fare construction, and itinerary management.
• Support Team with complex travel scenarios, itinerary building, fare rules, and exception handling.
• Ensure compliance with travel policies, supplier guidelines, and corporate travel program standards.
• Liaise with airline partners, GDS providers, and travel technology platforms for issue resolution.
• Deep knowledge of Global Distribution Systems (e.g., Sabre, Amadeus, Galileo).
• Expertise in PNR creation, queue management, fare search, ticket issuance, exchanges, voids, and refunds.
• Knowledge of fare construction, ticketing, refunds, reissues, queues, and travel policy compliance.
• Strong understanding of OBTs (Online Booking Tools) such as Cytric, Concur, GetThere, Neo.
• Awareness of travel policy design, compliance requirements, and SLAs related to corporate travel.
• Ability to analyze GDS productivity, scripts, templates, and automation opportunities.
• Oversee integration of AI, chatbots, IVR, and RPA for process improvement.
• Own and drive Customer Satisfaction (CSAT) performance by analyzing customer feedback, identifying root causes of dissatisfaction, and implementing targeted improvement initiatives.
• Conduct deep-dive CSAT reviews, coach teams on service behavior and communication, and deploy corrective action plans to reduce detractors.
• Partner with Quality, Training, and Operations teams to enhance process effectiveness, close recurring service gaps, and embed a strong customer-first culture.
• Track CSAT trends, monitor real-time customer sentiment, and introduce proactive measures to elevate the end-to-end customer experience.
• Drive improvements through WFM systems, ACD/IVR platforms, CRM tools, and quality monitoring applications.
• Implement speech analytics, real-time dashboards, and MIS reporting for decision-making.
• Partner with IT to enhance system performance, reduce downtime, and improve digital channels.
• Ensure adherence to SOPs, travel policies, SLAs, and quality frameworks.
• Drive audits, data security, GDPR/PCI compliance, and risk controls.
• Maintain high standards of service excellence and regulatory adherence.
• Lead a large and diverse team of travel specialists, supervisors, managers, and support functions, ensuring cohesion, engagement, and operational readiness.
• Foster a culture of performance, accountability, collaboration, and service excellence across all levels.
• Develop strong talent pipelines through structured hiring, competency mapping, succession planning, and continuous learning programs.
• Drive proactive employee engagement and attrition management through focused retention strategies, career development opportunities, and regular pulse checks.
• Implement coaching, mentoring, and performance improvement frameworks to strengthen capability and career growth.

Benefits

• Competitive salary
• Benefits package
• Opportunities for career growth and development
• Recognition and reward programs