携程Operation Manager （Hotel） -base Nantong(MJ027563)
任职要求
-Full-Time Bachelor degree or above;
-Commitment to excellence;
-Committed to data driven decision making and result oriented;
-Clearly communication skills;
-Solid knowledge of call center management tools includes monitoring skills, coach skills, -telephone and other technology etc.
-Ability to deliver quality results under pressure;
-Fluent spoken and written English;
-Proficient in MS office tools;
Experience
-5+ years managing and coaching contact center teams more than 50 members
Understand different cultures, international background or worked in international environment is preferred.
-COPC/6 Sigma/PMP experience is preferred;
Education
-Bachelor degree is required.
工作职责
Job Title: Operation Manager（base 南通） Job Type: Full time Role Overview To work with management team to ensure projects launch and accomplish successfully; To ensure targeted operations KPIs are achieved; To maintain a high level of customer satisfaction through consistent quality service delivery; To maintain a high team morale by providing leadership, guidance, and coaching to the team members; Line Manager: Service Manager Team Size: 40+ Location:Nantong Core 1. To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded; 2. Maintain and improve customer satisfaction across all channels and products 3. Accountable for managing absence, attrition and adherence within the teams; 4. Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans; 5. Responsible for maximizing team productivity; 6. To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place; 7. Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements; 8. Developing excellent working relationships across all functions within the business and management of conflict situations;
1. Assist market managers in establishing and maintaining strong partnership relationships with chain hotel partners. Provide comprehensive and relevant support services to chain hotel partners to deepen and broaden business cooperation. 2. Operate Trip's internal platforms proficiently to ensure that the products of chain hotel partners (including content, rates, and availability) are always optimized and competitive on Trip's websites. Maximize the customer experience and enhance brand attractiveness. 3. Conduct in-depth and effective basic communication with chain hotel partners. Timely resolve issues arising from cooperation to ensure the smooth progress of business cooperation and promote mutual benefits. 4. Execute tasks efficiently according to the Key Performance Indicators (KPIs) (targets, goals, and strategic directions) set by Trip Group Management, ensuring the achievement of various business indicators and driving continuous business growth. 5. Be responsible for the operation of overseas accommodation business, including but not limited to closely communicating with frontline teams, promptly coordinating and solving various business demands to ensure the efficient operation of the workflow. 6. Closely track the progress of projects and collaborate closely with cross-departmental teams such as product, R&D, data, service, and connectivity teams to jointly promote the smooth progress of projects and achieve expected project goals. 7. Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency in all work, improve work effectiveness and efficiency, and enhance the overall operation level. 8. Conduct in-depth regular analysis of business performance data, keenly identify business development trends and potential areas for improvement, and provide strong data support and strategic suggestions for business decisions. 9. Complete other reasonable tasks assigned by superiors. 1. 协助BD与国际酒店集团建立并维持稳固的合作关系，通过为酒店集团合作伙伴提供全面且相关的支持服务，助力拓展业务合作的深度与广度。 2. 熟练操作携程内部系统和应用，确保酒店集团合作伙伴的产品（包括内容、价格及可预订情况）在携程网站上始终保持优化状态且具备竞争力，最大程度提升客户体验，增强品牌吸引力。 3. 与酒店集团合作伙伴进行深入且有效的基础沟通，及时解决合作中出现的问题，保障业务合作的顺畅进行，促进双方互利共赢。 4. 依据关键绩效指标（目标、指标及战略方向）高效执行工作任务，确保各项业务指标的达成，推动业务持续增长。 5. 负责海外住宿业务的运营工作，包括但不限于与一线团队紧密沟通，及时协调并解决各类业务需求，保障运营流程的高效运转。 6. 密切跟踪项目进展，与产品、研发、数据、服务及互联互通等跨部门团队紧密协作，共同推动项目顺利推进，实现项目预期目标。 7. 制定、维护并优化标准操作流程（SOP），确保各项工作的一致性，提高工作的有效性和效率，提升整体运营水平。 8. 定期对业务绩效数据进行深入分析，敏锐识别业务发展趋势和潜在的改进空间，为业务决策提供有力的数据支持和策略建议。 9. 完成上级安排的其他合理工作任务。
The Role We are seeking a highly skilled and experienced Senior Operation Manager to join the Operations Team for the International Hotel Business. The successful candidate will work closely with the regional leaders to define and implement operational innovations, business intelligence solutions, and projects to locate and solve complex problems and drive operational excellence for the chain business. This role requires strong strategic thinking, data sensitivity, business acumen, and exceptional planning & resource allocation mindset. Work closely with the leadership team to identify and develop strategic initiatives/key business decisions to improve business performance.Organize internal and external data, perform in-depth data analysis, transform sophisticated data into pragmatic and usable insights on business challenges, trends and growth opportunities.Data, tools and operations support to the global business development team on KPI metrics, business objectives, and different projects.Ensure constant communication and collaboration with cross-functional stakeholders to optimize process and improve operational efficiencies.Consolidate and allocate resources properly, prioritize operational team's daily task, monitor results and track progress.Track and manage the projects progress, audit critical metrics, and collaborate with relevant regional team to optimize the business development approach.Manage ad-hoc projects as main contact person, develop comprehensive projects plans, timelines, track and drive the progress to enhance business results.Other operational support as assigned
Key Help market managers to develop and sustain strong partner relationships by providing relevant support services to chain hotel partnersEnsure the chain hotel partners' product (content, rates, and availability) is consistently optimized and competitive on the Trip.com sites by operating Trip.com’s internal portals to maximize customer experienceConduct the basic communication with chain hotel partners to ensure the smooth business cooperationExecute effectively based on KPI metrics (targets, goals, and strategic objectives) set by Trip.com Group ManagementResponsible for overseas accommodation operations, including but not limited to communicate with the front-line teams, coordinating and solving various demandsTrack project progress and collaborate with cross-teams such as product, R&D, data, service and connectivity teams to promote the projects progressDevelop, maintain and optimize standard operating procedures (SOPs) to ensure consistency and improve effectiveness and efficiencyConduct regular analysis of business performance data to identify trends and areas for improvementOther reasonable duties as assignedKey
• Build and progressively expand the portfolio of local hotel partners by introducing prospective high potential partners to Trip.com proposition and facilitating the on-boarding process • Promote the Trip.com brand name and its online reservation services to hotels • Maintain best rate parity, availability and inventory of responsible hotels • Advise hotels on regular marketing campaigns and promotions • Responsible for the assigned market, and conduct the data research and analysis (market, product, competitor, price, supplier, etc.) • Other assigned tasks and projects etc.