Manager, Global CDS Operations

BCDTravel   •  

Dallas, TX

Industry: Hospitality & Recreation

  •  

5 - 7 years

Posted 38 days ago

Job Summary:

  • The Operations Manager is responsible for all functional areas of Operational Support Team
  • This position is responsible for several key client facing areas of Global Client Data Solutions (GCDS) and requires a high level of coordination and consultation to ensure that customer expectations are satisfied
  • As a Manager this role ensures requests and inquiries are handled in an expeditious and efficient manner and the completeness and quality of the data and reports
  • The Manager must also ensure the accuracy of the reporting system setup. This role is a key driver as it relates to the implementation support area supporting client implementation objectives and deliverables are consistently met
  • The Manager will provide recommendations, training, and documentation on GCDS programs and procedures. Assist other GCDS areas, and communicate standards and best practices.
  • Provide first line of support for data questions, report issues and GCDS related hardware and software questions.
  • Facilitate all GCDS requests using an on-line ticket tracking system and generate reports from the system in order to evaluate patterns and establish improvement opportunities

Responsibilities:

  • Ensure the achievement of all Service Level Agreement's (SLA) and the timely and accurate reporting for customers. Oversees and ensures the quality of the end-product. Communicates SLA achievement/ issues to appropriate management. Measures SLA realization
  • Ensure adequate on-going support and escalation process are in place in supporting the global client base. Provide support for counterparts regionally. Manages overall escalation process
  • Manage the work flow of personnel within the assigned functional areas ensuring accurate coverage at all times.
  • Develop and implement appropriate staff training curriculum and conducts or arranges on-going training to support the team and is well versed on the available technology and abreast of product enhancements
  • Ensures proper human resources and company processes and policies are followed
  • Maintains morale and job satisfaction of current employees.
  • Implements and encourages utilization of company recognition programs as well as departmental recognition
  • Responsible for all documentation as it relates to customer procedures and other CDS procedures. Confirms departmental documentations are up to date at all times.
  • Manage Support Desk process, proper routings and setting expected priority levels
  • Maintain Support Desk database for operational KPI and statistical reporting on internal activity, customer data, and trend reporting
  • Responsible for managing change; coordinating efforts that contribute to organizational success.
  • Responsible for continuous process improvement; constantly evaluating process and service delivery to identify opportunities for improvement
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Qualifications:

  • Four years of management in similar role.
  • Excellent verbal, written and organizational skills
  • University degree
  • Excellent written and verbal communications skills including public speaking and presentations
  • Prior people management experience

Preferred

  • Knowledgeable of the Global data environment
  • Advance knowledge of MS Office tools; specifically, Word and EXCEL, Access, SQL
  • Minimum of two years working with reporting tools
  • Travel industry and GDS experience/knowledge


NOAM-18669