Associate Director - Accommodation Services Team (B2B Operations)

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This role is responsible for the B2B Distribution Partners & Accommodation Services operational development and delivery. This individual will bring a strong project management and analytical acumen, a high degree of commercial awareness and be operational savvy. Driven personality, strong leadership, disciplined work habits, and attention to details will be the key to the role.

The Associate Director of B2B & Accommodation Services Team is responsible for creating and implementing strategies, plans, policies, and a structure that will create and maintain an organization whose objectives include a high level of partner satisfaction (both internal & external), loyalty, and retention. The Associate Director of B2B & Accommodation Services Team will foster a culture of continuous improvement through consistent application of data analysis, root cause identification, implementation of corrective action, and measurement and monitoring of performance. Working closely with Operational Excellence, Commercial and Supply stakeholders this role will play a critical role in delivering scalable operational support to partners of Agoda.

This role requires a high level of personal and professional skills associated with running 24/7 operations in a fast-paced customer service environment.  The ideal candidate will bring a vision, a sense of curiosity, a passion for travel, strong interpersonal skills, keen analytical skills, a tech-centric mindset and a willingness to lead by example.  The ability to “tell a story,” analyze and visualize data, drive efficiency is a job requirement.  The candidate should also be versed in some of the latest contact-center infrastructure technologies.

Responsibilities of the role

• Leading operations team globally to achieve set objectives: Lead and mentor teams in CEG site offices globally to achieve KPIs and deliver on SLAs for a range of partners
• Project Manage new key initiatives in areas of Customer Service Operations and Analysis; Increase operational efficiency, working closely with the Project Management team
• Works directly with the senior leadership of the Customer Experience Group to identify, report, and address needs for operational excellency
• Manages staffing needs and ensure correct ratios of team to operations are maintained to provide appropriate support to both accommodation partners and internal customers
• Ensures constant calibration of Regional Managers and other stakeholders at regular intervals
• Defining and designing action plans for operational improvements together with management team
• Establish key metrics to measure and monitor team and individual performance in the areas of volume, accuracy, and customer responsiveness including developing and maintaining supporting reporting systems
• Actively understands partners needs to streamline internal processes and drive operational efficiency. This includes identifying issues that affect accuracy and developing solutions to minimize errors
• Create and maintain close working relationship with all CEG Teams in order to identify issues that contribute to errors and to develop solutions that reduce errors and increase efficiencies
• Track performance of partner satisfaction metrics and implement continuous improvement programs to ensure that the service provided exceed expectations
• Provide supervision to Regional Managers including: setting and monitoring individual goals; identifying, prioritizing, and assisting with improvement and training projects and initiatives; assisting with the management of their respective teams

Requirements

• Must have a strong track record as a senior operation professional. At least 10 years’ experience in Contact Center environment with at least 5-8 years in a Senior Managerial capacity or equivalent 
• Must have a strong track record as a senior operation professional gained within a contact center environment in an in-house set up
• Experience of leading teams in both local and remote locations is preferred
• Ability to analyze business challenges, use data and provide and present actionable recommendations to business leaders
• Proven track record of developing and implementing strategies and plans to achieve business goals and objectives with clear and tangible metrics
• Excellent People Management skills
• Possess at least a bachelor’s degree or equivalent
• Excellent communication skills, conceptual ability and ability to work well with stakeholders at all levels
• Excellent written and spoken communication in English – additional language is a plus
• Project management certifications (PMP or Six Sigma or equivalent) is an advantage
• Strong numerical and analytical skills
• Strong interpersonal skills (externally and internally)
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• Team leader and team player
• Professional “get it done” attitude and work ethic; ability to move fast
• Highly disciplined work habits
• Energetic and driven personality
• Adapts well to and is energized by change
• Creative and Innovative

What we offer

• Competitive salary
• Young and dynamic multinational team
• Possibility to travel
• Career opportunity regarding lateral moves within CEG teams and global locations as well as other departments within the company
• Continuous learning & development through corporate training programs
• Modern working environment in the heart of the city
• This position is open to both local and foreign candidates and we will provide a generous relocation package for the right candidate, ensuring a smooth transition to working and living in Bangkok OR KL.