Employer description & source details
We are looking for a highly accomplished, execution-focused General Manager — Travel Business Operations to lead end-to-end service operations, team performance, vendor ecosystems, and process delivery across Paytm’s Travel vertical (Flights, Bus, Hotels). In this leadership role, you will be directly responsible for driving operational excellence, enforcing strict Service Level Agreements (SLAs), managing large-scale internal and outsourced operations teams, and optimizing cost structures across business operations. You will act as the operational anchor connecting frontline execution directly with executive leadership. Core Service Operations & SLA Governance End-to-End Operational Execution: Direct day-to-day business operations across Travel verticals (Flights, Bus, Hotels), ensuring seamless execution, high customer satisfaction, and service continuity. SLA & Performance Management: Set, monitor, and enforce strict operational KPIs and service delivery SLAs (TAT, FCR, Quality Scores, CSAT/NPS) across all customer touchpoints. Cost & Budget Optimization: Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational ROI in line with the Annual Operating Plan (AOP). Large Team Leadership & Capacity Planning People Management: Lead, mentor, and build high-performing operational leaders (Managers, Team Leads, and Operations Executives), fostering a culture of accountability and continuous performance improvement. Resource & Capacity Planning: Direct workforce planning, shift alignment, and seasonal ramping to handle volume spikes and ensure smooth operational throughput during peak travel periods. Performance Reviews & Governance: Conduct regular operational performance reviews, establish clear individual
Extracted skills: operations