Operations Manager - Gurugram, India - MakeMyTrip
Description
About the Opportunity:
Role:
Operations - Corporate ChannelLevel:
Assistant Manager/Deputy ManagerReporting To:
Director - Corporate ChannelLocation:
Gurugram
About the Function:
MyBiz, a corporate travel management platform by MakeMyTrip provides a customizable, realtime self-booking system which seamlessly integrates into a company's structure to deliver convenience, transparency, savings and the power of choice.
Over last 5 years, they have onboarded prominent corporates like Vedanta, P&G, Zomato, Bajaj Finance, Escorts, Netflix, Byjus and Blackberry etc which are availing the benefits of our seamless platform, along with significant savings.
About the role:
This position will be integral to enhancing the customer experience and improving operational efficiency across various areas such as post-sales, fulfillment, finance, and outsourced partner standard operating procedures (SOPs) and service level agreements (SLAs).Responsibilities will include driving Net Promoter Score (NPS), Post-Action Score (PAS), and Customer Satisfaction (CSAT) for the business line.
What will you be doing:
Develop metrics, process maps, and process flows to streamline operations and enhance efficiency.
Take ownership of both qualitative and quantitative service delivery metrics to ensure high quality performance.
Drive innovation and identify opportunities within the business for process automation, aiming to optimize workflows and reduce manual efforts.
Lead external and internal business reviews, emphasizing effective stakeholder management to align goals and expectations.
Foster collaboration by liaising with Product, Technology, and relevant stakeholders to facilitate the successful completion of assigned project.
Interaction Points:
Collaborate with cross-functional teams including Supply, Product, post sales, Finance, Tech and as well as various business units.
Qualification & Experience:
Experience with managing projects and people.
Experience in successfully migrating new projects.
Experience working in fast-pace environments.
At least 6-8 years of relevant experience.
Post-graduate from a reputed college.
Key Success Factors for the
Role:
Ensuring smooth transitioning and successful delivery of assigned projects as per agreed timelines.
Evaluating the performance of the delivered projects on the business and incorporating learnings for future planning.
Beating the productivity targets set-out by the business on process excellence.
Timely project management and process implementation.
Execution excellence -fast and accurate.