Operations Manager

  • Gurugram
  • Makemytrip

About the Opportunity:


Role: Operations - Corporate Channel

Level: Assistant Manager/Deputy Manager

Reporting To: Director - Corporate Channel

Location: Gurugram


About the Function:


MyBiz, a corporate travel management platform by MakeMyTrip provides a customizable, realtime self-booking system which seamlessly integrates into a company's structure to deliver convenience, transparency, savings and the power of choice. Over last 5 years, they have onboarded 50000+ prominent corporates like Vedanta, P&G, Zomato, Bajaj Finance, Escorts, Netflix, Byjus and Blackberry etc which are availing the benefits of our seamless platform, along with significant savings.


About the role:


  • This position will be integral to enhancing the customer experience and improving operational efficiency across various areas such as post-sales, fulfillment, finance, and outsourced partner standard operating procedures (SOPs) and service level agreements (SLAs).
  • Responsibilities will include driving Net Promoter Score (NPS), Post-Action Score (PAS), and Customer Satisfaction (CSAT) for the business line.
  • Proficiency in analyzing data to derive actionable insights is essential for this role.


What will you be doing:


  • Develop metrics, process maps, and process flows to streamline operations and enhance efficiency.
  • Take ownership of both qualitative and quantitative service delivery metrics to ensure high quality performance.
  • Drive innovation and identify opportunities within the business for process automation, aiming to optimize workflows and reduce manual efforts.
  • Lead external and internal business reviews, emphasizing effective stakeholder management to align goals and expectations.
  • Foster collaboration by liaising with Product, Technology, and relevant stakeholders to facilitate the successful completion of assigned project.


Interaction Points:


Collaborate with cross-functional teams including Supply, Product, post sales, Finance, Tech and as well as various business units.


Qualification & Experience:


  • Experience with managing projects and people.
  • Experience in successfully migrating new projects.
  • Experience working in fast-pace environments.
  • At least 6-8 years of relevant experience.
  • Post-graduate from a reputed college.


Key Success Factors for the Role:


  • Ensuring smooth transitioning and successful delivery of assigned projects as per agreed timelines.
  • Evaluating the performance of the delivered projects on the business and incorporating learnings for future planning.
  • Beating the productivity targets set-out by the business on process excellence.
  • Timely project management and process implementation.
  • Execution excellence -fast and accurate.