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Director for Operations (with travel account experience)

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Client Overview:

A travel management company

Client Industry:


Job Description and Qualification:

Responsible for leading operational excellence, ensuring travel service delivery operations for corporate clients as well as providing strong leadership to the team.

The individual is to be viewed as the subject matter expert (SME) to a specific function within the core responsibilities such as driving technologies solutions; implementation (projects/technology); sales; account management; productivity optimization; customer satisfaction; employee engagement.

  • Feedback and coaching sessions
    • Coach team leaders to be successful
    • Identify trends for individual or team learning needs
  • Communication
    • Act as the communication liaison to ensure all internal and external clients are well informed of any requirements/changes/updates to succeed in their role
    • Ensure compliance to business work ethics, company policies and guidelines such as CSR, PCI etc
    • Build team spirit, ensure upbeat moral in teams
  • Revenue growth/Service Delivery process
    • Analyze root cause on issues and concerns to improve service delivery
    • Identify gaps and formulate improvement plans
    • Drive quality and consistency from an operational perspective
    • Reduction of ADMs, write off, and revenue leakages and exposure
    • Maximize productivity at the same time, ensuring quality output
    • Analyze and identify opportunities to improve the service delivery process
    • Collaborate within and outside company to achieve KPIs
    • Improve customer satisfaction, and ensuring that all compliance obligations are met
    • Work in alignment with all business units for a common objective
  • Client relations
    • Value add to relationship/partnership between the customers and company
    • Support company, customer’s initiatives and business plan
    • Establish relationships with appropriate client contracts and manage projects as needed
    • Maintain strong linkage with mid-operations and account management
    • Drive market share to company’s preferred partners
  • Team development and growth
    • Train and knowledge transfer of team leads to the next level
    • Build employee engagement, oversee the development and motivates the team to ensure low levels  of employee attrition
    • Manage our employees and improve employee satisfaction level
    • Hire and recruitment of team members

  • Adhoc special projects
    • Work on projects and key initiatives as required
    • Involve and participate actively in major change initiatives and action plan to ensure success in implementation/execution
    • Support and work in alignment with other business units, account management, finance, regional, global, corporate leisure


  • Degree from relevant field
  • Experience in travel industry, ticketing knowledge and GDS system
  • Highly organized, proactive attitude and able to manage multiple priorities and meet deadlines
  • Strong interpersonal and people management skills
  • Ability to collaborate with and influence internal and external partners
  • Effective conflict resolution
  • Display highest level of integrity to internal and external clients
  • At least 8 years of experience in relevant role highly preferred