As a key member of the Operations team, the Branch Manager will be responsible for daily management of operation services to ensure profitability, client satisfaction, and employee engagement. Provides leadership and direction necessary to engage and develop staff, manage costs, increase revenue, encourage innovative and cross functional thinking, while maintaining excellence in the delivery of service to clients.
This position reports to Director of Operations.
Supports and adheres to DT’s philosophy, policies , procedures, corporate goals, and department goals Manages activities of business operation to ensure profitability and quality Sets clear, measurable performance targets Encourages necessary training and staff development Provides industry and DT tools to best serve the customer Monitors performance against SLAs and takes steps to make adjustments as necessary to maintain contract requirements and DT profitability Monitors trends and patterns in agent and team performance to identify problem areas and takes immediate corrective action for continuous improvement Works across teams and account management to identify a clear understanding of client needs Balances the needs of clients and the company in effectively resolving issues and complaints Provides information, tools, and coaching to the front line and or supervisory staff to create an engaged workforce Reviews P&L and other reporting tools where available for upgrades on business performance Develops and maintains communication with teams to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives Initiates projects and makes recommendations to improve the profitability of the operation Collaborates with other field managers in region to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce Actively participates in monthly and quarterly meetings with accounts Maintains knowledge of current industry events, changes, and new development in the travel industry Performs other duties as assigned
Three to five years in travel management Extensive knowledge and experience with ticketing and pricing rules Demonstrates the ability to: Act as a role model to create an agile, change-adept workforce Review and monitor information to identify patters and opportunities for improvement Interpret business data and communicate progress toward goals to the front line workforce Develop and maintain respectful, collaborative relationships Manage change at all levels of the organization in a positive and productive manner Create a customer centric culture that fosters and rewards energy, passion and challenging the status quo Work resourcefully and model resiliency in the face of shifting priorities and demands, encourages new ways of looking at problems, processes and solutions to improve results Ability to work in an ambiguous, rapidly changing environment Independent action and decision making typically supported by established practices that will impact business performance and employee engagement Excellent self-leadership Excellent verbal and written communication skills Guidance and development of the front line staff Strong customer service Passion for the customer experience Goal oriented Knowledge of Outlook and Microsoft platforms
Direct Travel, Inc. is a leading provider of corporate travel management services, established with the goal to create a best-in-class TMC. The company has been providing travel management services for over 40 years; working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive t...he greatest value from their travel program in terms of superior service, progressive technologies, and significant cost savings. Direct Travel has offices throughout the US and the UK, and is currently ranked 15th on the Travel Weekly Power List. For more information about Direct Travel, please visit www.dt.com.