Assistant Operations Manager

The ideal candidate will be responsible for driving the company's key performance indicators by delivering an exceptional in-store experience. In order to do this, the candidate will build and train an effective team, and effectively incorporate business trends and customer feedback into the training of employees.

Responsibilities

• Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.
• Manages team meetings and participate in operations/client leadership meetings & conference calls.
• Recommends innovative suggestions on incentive programs to motivate floor staff
• Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review.
• Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed. Producing tools for possible use in helping coach and develop the best Service Representatives.
• Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information.

Knowledge/Qualifications/ Competency:

• Proficient in multiple GDS platforms including Worldspan, Sabre, Galileo, Amadeus, and Apollo. Preferred - Amadeus
• Demonstrates extensive knowledge of international ticketing, exchanges, and refunds.
• Possesses a thorough understanding of IATA rules and regulations, covering fare components, manual fare calculation, pricing units, global indicators, indirect travel limitations, and other travel terminologies.
• Skilled in structuring teams with documents such as DP (Departmental Procedure), SOP (Standard Operating Procedure), and process flows.
• Proficient in quality tools, capable of conducting root cause analysis (RCA) for ongoing issues and developing corresponding action plans.
• Preferred certification in IATA/UFTAA Level-1.
• Excellent communication skills, particularly in spoken English.
• Proficient in Microsoft Office applications, especially PowerPoint and Excel