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Supervisor Operations, ERM
- Full time, Mumbai, India_
The Supervisor Operations ERM is responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing support and coaching whilst ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup.
You will be the primary point of contact for the team members. You will actively coach and develop the team to meet and exceed all performance targets, taking into consideration (part of) the team can be virtual.
This position demonstrates an extensive understanding and applicability of all areas in the travel industry. You will work independently on requests as assigned and takes the initiative to provide assistance.
As a Supervisor Operations, ERM, you will
- Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment
- Seek opportunities to review operational processes and the commercial relationship with management team and provide suggestions for improvement
- Have a robust understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
- Develop learning program for closing own short
- and long-term competency gaps
- Assist the consultants in appropriately responding and resolving customers inquiries
- Monitor, sort and work on contact and reservation queues to maintain quality control from
About you
- Demonstrated experience in ERM, marine, offshore, or crew travel operations is required
- Solid working knowledge of the travel industry, policies, procedures and processes
- Ability to supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment, while ensuring adherence to agreed processes, service standards, and quali
📌 Supervisor Operations Erm, Apac (Mumbai)
🏢 BCD
📍 Mumbai