Operations Manager - Reconfirmations

Job Title: Operations Manager Reconfirmations

Department: Operations

Location: India

Reports To: Regional Operations Manager Back Office (Sarika Arya)

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Job Summary

We are seeking an experienced and detail-oriented Operations Manager to lead and enhance our Reconfirmation process within the travel industry. This role ensures both system and team performance are optimized to meet service standards and KPIs. The manager oversees daily reconfirmations across India and Brazil hubs, drives team development, and acts as the second point of escalation for reconfirmation issues.

The ideal candidate will bring a strong operational background, a proactive can-do attitude, and experience managing large, multicultural teams. You will be responsible for leading a team handling high-volume, routine tasks, ensuring accurate and timely reconfirmations, and fostering collaboration across departments.

If you thrive in a fast-paced environment, are data-driven, and enjoy building streamlined workflows that elevate team performance, this is the opportunity for you.

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Key Responsibilities

Process Efficiency

Oversee daily reconfirmation workflows across manual and automated processes.

Ensure reconfirmation processes are optimised for automation, speed, accuracy, and scalability.

Monitor HCN Hub performance and escalate systemic issues as needed.

Team Management

Lead Team Leaders, Seniors, and Executives across India and Brazil hubs.

Drive recruitment, onboarding, and continuous development of team members.

Foster a high-performance culture through coaching, feedback, and structured reviews.

Hub Performance & Optimisation

Collaborate with Product and R&D teams to ensure optimal Hub configuration and supplier integration.

Identify and implement process improvements to enhance efficiency and accuracy.

Track and report on operational metrics and trends.

Escalation & Issue Resolution

Act as the second point of escalation for reconfirmations issues with a focus on proactively avoiding these.

Support Team Leaders and Seniors in resolving complex cases and exceptions.

Ensure timely resolution of supplier or system-related challenges.

Cross-Functional Collaboration

Work closely with the Regional Operations Manager, Trainer & QC, and cross-functional teams to align on goals and initiatives.

Contribute to documentation, SOP updates, and knowledge sharing.

Requirements

Skills & Experience

Proven experience in operations management, preferably in travel, tech, or customer service.

Strong leadership and team development skills.

Analytical mindset with experience managing KPIs and performance metrics.

Excellent communication and stakeholder management abilities.

Highly organised, with strong problem-solving and multitasking abilities. Comfortable working in a dynamic, high-volume environment with shifting priorities.

Prior exposure to reconfirmation or reservations processes in the travel sector is a plus.

Benefits

Quarterly Performance Bonus