Our Client Currently looking for Lead Customer Services Operations Lead
Key Responsibilities
Service Design & Process Architecture
- Design end-to-end operational flows for all customer touchpoints
- Cover complex scenarios: schedule changes, GDS queue management, refunds, split tickets, ancillary services
- Define interaction boundaries between Customer, Agents, Tech Platforms, and Airlines
- Identify gaps between existing CS infrastructure and new flight workflows
Product & Tooling Collaboration
- Translate operational needs into requirements for CRM, GDS, and agent tooling
- Operationalise the chosen delivery model (BPO, in-house, or hybrid)
- Define vendor standards or internal team setup
- Identify automation opportunities to reduce manual workload
ADM Operational Execution & Agent Protocol
- Define detailed workflows for agents handling ADM-triggered tickets
- Analyse root causes of financial penalties (manual errors, fare overrides, refunds)
- Create SOPs and training to prevent ADM-related errors
- Design processes for collecting audit evidence for dispute handling
Expected Milestones
Month 1: Discovery & Technical Alignment
- Gap analysis of current CS and flight processes
- Align with Product/Tech roadmap
- Stakeholder alignment across CS, Flights, and FinOps
Months 2-3: Blueprinting & ADM Design
- Deliver service design maps across flight lifecycle
- Define ADM workflow and audit protocol
- Draft operational requirements for delivery model
Months 4-6: Tooling & Alpha Preparation
- Deliver user stories for CRM and agent tooling
- Create SOPs and escalation frameworks
- Develop training to reduce manual errors
Months 7-9: Operational Readiness
- Support operational testing and queue validation
- Deliver operational playbook
- Define transition metrics for long-term ownership
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