Drive team performance and service delivery: Monitor KPIs, SLAs, productivity, quality, and service efficiency, and take action to improve results.

Coach and develop team members: Conduct performance reviews, provide feedback and coaching, and support employee growth and capability building.

Ensure service quality and compliance: Maintain high service standards, ensure adherence to SOPs and company policies, and handle quality monitoring and corrective actions.

Improve processes and support operational changes: Identify service or workflow issues, propose improvements, and support new processes, system updates, and automation initiatives.

Handle escalations and partner issues: Manage complex complaints, urgent cases, and hotel partner escalations with professionalism, ownership, and timely resolution.

Collaborate with cross-functional stakeholders: Work closely with teams such as Training, Quality, WFM, Product, IT, HR, and Business teams to solve problems and support business goals.

Build team culture and leadership pipeline: Promote company values, strengthen team engagement, identify high-potential talent, and support leadership and succession development.

Bachelor’s degree or above, with experience in customer service, operations, merchant/vendor management, or related fields; travel, hotel, OTA, e-commerce, or BPO background is a plus.

Proven ability to manage, coach, motivate, and develop teams, with prior team management experience preferred.

Able to manage daily operations, handle complex issues, prioritize tasks, and adapt quickly in a fast-paced environment.

Comfortable using operational data to track performance, identify issues, and provide actionable insights and presentations.

Strong verbal and written communication skills, with the ability to collaborate across functions and influence outcomes effectively.

Proficient in Microsoft Office and relevant operational tools;