We are looking for a talented individual to join our team as an Operational Leader, where you will lead, mentor and inspire a diverse team of back-office personnel and customer support staff. The ideal candidate will have a proven track in managing large-scale operations, ensuring exceptional customer satisfaction. and driving continuous improvement initiatives within a large organization. Key Responsibilities: + Empower Growth: Conduct regular performance evaluations, set KPIs, and offer impactful feedback to enhance the skills and confidence of your team members. + Drive Efficiency: Develop and implement cutting-edge strategies to optimize day-to-day operations, ensuring maximum efficiency and effectiveness in meeting SLAs. + Foster Innovation: Continuously identify areas for improvement, implement process enhancements, and leverage data-driven insights to enhance productivity and other SLA metrics. + Client Relationship Management: Serve as the primary liaison for clients, maintain positive relationships and proactively address their evolving needs and expectations. + Performance Excellence: Monitor performance metrics and deliver insightful performance reports to senior management and clients. + Risk Mitigation: Identify potential risks and implement necessary measures to safeguard the company's operation and uphold data protection policies. Qualifications + Bachelor's Degree in any major or overseas working experience. + Proficient in English, both written and spoken, with a minimum C1 level; fluency in spoken English is essential. + Minimum 1–2 years of experience as a Team Leader in customer service, with experience in handling customers, clients, or vendors overseas. + Extensive experience leading teams in a multinational corporation with a strong track record in project implementation. + Previous experience in the travel & aviation industry is preferred but not required. + Strong leadership and team management skills, with the ability to inspire teams to achieve goals. + Pleasant personality with excellent communication and interpersonal skills. + Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements. + Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities. + Excellent analytical and numerical skills (logic score above 90) and strong problem-solving abilities. + Willingness to work shifting schedules (client meetings may occur early morning due to time differences). + Willing to work from the office 100%. Be Part of ATI Journey: Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI's singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002, we now have over 900 employees providing services to our clients across the globe.