Senior Director, Performance Solutions

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Senior Director Performance Solutions

Full-time, Singapore

We are looking for Senior Director Performance Solutions for our APAC region. This key role involves crafting and executing a comprehensive process improvement strategy for our Operations and customers, along with overseeing the Learning strategy for the Operations team. You will act as the liaison for assigned projects, this role will be accountable for overall project performance and will require someone who can consistently deliver ROI across all responsibilities.

As a Senior Director Performance Solutions, you will

• Define and implement best practices across Operations and Technology and facilitate implementation of those best practices
• Serve as a liaison and/or escalation point between the departments and project team in the region
• Identify and implement process improvements and strategically plan process modifications to enhance productivity
• Integrates system-wide initiatives and programs to ensure consistency of business practices and program delivery
• Prepare risk assessments, establishing contingency plans for risk areas
• Proactively review business line and client processes and ensure all requirements are met from a L&D standpoint
• Resume overall responsibility for training design and delivery across operations teams including but not limited to technical and operational training
• Work actively and closely with the regional operations team to align L&D strategy with development initiatives, goals and strategies
• Provides performance improvement support proactively and when responding to requests for assistance
• Manage learning programs and projects, including new hire and implementations (account, process and technology), as well as develop learning tools (e.g. Knowledge Hub)
• Evaluates additional internal or external learning tools and implements as appropriate
• Provide effective leadership, mentoring and coaching to team members to ensure KPI’s and personal objectives are achieved.
• Provide direction to team members on projects and ensures business outcomes are met
• Builds an environment of trust and teamwork amongst the team members
• Develop a culture of quality and superior service. Ensures BCD Travel attracts and retain the very best employees.

About you

• Prior managerial experience of seven to nine (7-9) years
• 8-10+ years’ experience in the APAC travel industry
• Prior budget and cost management experience
• Prior experience on Work Force Management within Call Centre environment
• Thorough knowledge of the travel industry, fares and markets
• Thorough knowledge of travel agency operations and travel technologies
• Subject matter expert in Travel Agency Operations, Call Center principles, or Automation/Technology, Learning for Optimization.
• Ability to apply technology as an enabler to process improvement
• Ability to manage, direct and guide employees to achieve results
• Excellent organization skills with demonstrated follow-through on goals, plans and projects
• Ability to think both tactically and strategically
• Capable of problem solving - anticipating, analyzing, and resolving issues at both a strategic and functional level
• Integrity, objectivity and independence, and strong attention to detail
• Ability to travel occasionally

About us

We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

• 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.

Interested?

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