ATI Business Group is seeking an Operations Manager who will be responsible for driving operational excellence by strengthening daily oversight, improving workflows, and ensuring consistent KPI achievement. This role focuses on developing frontline leaders, proactively managing risks, and aligning client expectations to deliver stable performance and sustained client satisfaction within a dynamic, fast-paced environment.
Key Responsibilities:
- Address operational performance gaps, process inefficiencies, and inconsistent KPI achievement across department.
- Provide strong day-to-day operational oversight to ensure stable and reliable performance.
- Review, streamline, and improve workflows to enhance efficiency and service quality.
- Develop, coach, and support frontline leaders to strengthen team capability and accountability.
- Monitor operational risks and performance trends, proactively identifying and mitigating potential issues.
- Manage client expectations through clear communication, timely updates, and effective issue resolution.
- Ensure consistent delivery against agreed KPIs and service level agreements (SLAs).
- Drive continuous improvement initiatives to sustain long-term client satisfaction and operational excellence.
Qualifications
- Proficient in English (minimum C1 level), with strong spoken fluency.
- Experience in the travel and aviation industry.
- Minimum 2 years experience as a Leader/Supervisor, managing overseas customers, clients, or vendors.
- Strong leadership, communication, and interpersonal skills.
- Experience with CRM tools (e.g., Salesforce, Zendesk).
- Strong analytical skills with high attention to detail; able to interpret data and KPIs.
- Good working knowledge of Microsoft Excel.
- Adaptable to a fast-paced environment and flexible with shift-based, 100% WFO arrangements.
- Bachelor's degree from a reputable university.
- Willing to attend an offline interview.
