Assistant Vice President-Business Management -Professional Services

• Able to 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.

• Expertise in GDS platforms: Sabre / Amadeus / Galileo.
• Hands-on experience in:

• PNR management
• Fare construction
• Ticketing & reissues
• Exchanges/EMD/voids/refunds
• Queue management
• Understanding of NDC, LCC content, and fare families.

• ACD/IVR technologies (Avaya, Genesys, Five9, NICE, Cisco).
• CRM platforms (Salesforce, Zendesk, ServiceNow).
• WFM tools (eWFM, Verint, Aspect).
• Quality monitoring systems.
• Knowledge of omnichannel operations: voice, email, chat, social.

• Strong understanding of forecasting, capacity planning, and operational analytics.
• Ability to interpret KPIs, trends, and productivity metrics.
• Proficiency in Excel, Power BI/Tableau (preferred).

• RPA opportunities within travel processes.
• AI chatbots, self-service platforms, and process digitization.
• Experience with scripting tools and productivity enhancements.

• Strong leadership and people management skills.
• Excellent communication and stakeholder management.
• Ability to handle high-pressure, high-volume environments.
• Customer-centric mindset with continuous improvement focus.

• Graduate / Postgraduate (MBA preferred).
• 15-18 years of experience in travel operations, with at least 5+ years in leadership roles.
• Strong background in corporate travel contact centres.
• Certification in GDS systems preferred.
• Experience working with global travel clients (TMC/BPO/Corporate Travel).

EXL Service