Director Operations

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Director Operations

Full time, Bangalore, India

In this role, you will drive our centralized service strategy by ensuring our services continue to best meet the needs of BCD Travel and our customers. You will be responsible for defining and designing processes for these teams that best support our evolving operational service strategy including both shared and dedicated support teams.  

As a Director Operations, you will

• Set the department goals and direction to support the achievement of the organization's goals
• Communicate and educate commercial and operations teams on the scope of work, service strategy, and deliverables
• Manage all aspects of the operation budget, including forecasting and budget planning, and performance against budget
• Provide effective succession planning, career development support, and retention of team
• Apply industry knowledge to provide direction on best practices, identify and implementation of operational improvements
• Manage KPIs, coach, mentor and develop teams to ensure optimal performance to goals
• Provide continuous enhancements of people, processes, and systems to ensure consistency of service, policy compliance and SLA performance
• Effectively maintain communication, plan, implement and track projects with offshore Development team, Global Management & Operations
• Coordinate implementation of new processes, policies and contracts throughout the process/center
• Oversee the proper staffing levels and servicing of all operations within responsibility
• Review and implement continuous process improvement throughout all operation(s), implement company standard operating procedures
• Be involved in preparing annual budget. Monitor performance to budget. Meet/exceed profit & loss targets; maximize profitability while minimizing costs
• Work with management team to manage account profitability by reviewing monthly income statements and taking action as appropriate, interface with finance to produce accurate financial reporting for client. Meet/exceed budgeted profit for client
• Interface with key contacts of clients to build multi-level relationships within the company. Keep client(s) informed of business trends
• Oversee coordination of new client implementations and ensure contractual agreements are implemented
• Oversee negotiation of customer-specific Service Level Agreements; oversee Operations to achieve service levels; and report progress to customer and senior management
• Attend all Account Reviews and provide consultative input with the client. Assist with the development and reviews content and quality of all client presentations prior to the meeting
• Use expertise to facilitate the involvement of BCD Travel specialized departments, operations, or management to achieve the goals of the customer and introduce new technologies
• Conduct annual and mid-year performance reviews. Establish plans with individuals to ensure maximized performance against goals
• Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

About you 

• Prior experience leading a customer service organization 
• Thorough knowledge of the travel industry, fares, and markets 
• Excellent oral and written communication skills in English 
• Ability to manage multiple tasks effectively simultaneously 
• Ability to lead – setting direction, developing teamwork and collaboration, and achieving results through others 
• Capable of problem-solving – anticipating, analyzing, and resolving issues at both a strategic and tactical level 
• Through knowledge and proficiency in Microsoft Office applications 

What we offer you

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

About us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.

Get to know us by reading our blog and checking out our social media:

• https://www.bcdtravel.com/blog/
• https://www.linkedin.com/company/bcd-travel/
• https://www.instagram.com/bcdtravel/
• https://www.facebook.com/bcdtravel/

You’ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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