Senior Assistant Vice President-Business Management -Professional Services

About the role

The SAVP – Travel Domain is responsible for leading, optimizing, and transforming large-scale travel contact centre operations. This role ensures operational excellence, service quality, and compliance while driving automation, travel technology integration, and continuous improvement across multiple customer touchpoints (voice, email, chat).

What you'll do

• Manage end-to-end corporate travel contact centre operations across multiple geographies, ensuring consistent service delivery and seamless customer experience
• Ensure achievement of all SLAs and KPIs, including AHT, FCR, Quality, CSAT/NPS, schedule adherence, contact centre efficiency metrics, and process compliance
• Drive robust workforce planning, capacity management, queue/volume monitoring, and real-time staffing optimization to maintain operational stability
• Demonstrate strong command over enterprise-level forecasting models with attention to volume fluctuations, trend analysis, risk identification
• Implement process standardization, SOP optimization, and automation opportunities to improve accuracy, reduce manual effort, and elevate service quality

What you need

• 12–18 yrs of experience
• Travel booking
• Operational risk
• MIS reporting
• Reporting
• Compliance
• Forecasting
• MBA

Good to have

• Power BI
• Excel
• Tableau
• SOP writing
• RPA
• CRM