Account Management • SLA & Client Management: Ensure daily operations and contractual commitments consistently meet and exceed client KPIs • Travel Policy Enforcement: Guide the operational delivery of itinerary planning, T&E (Travel and Expense) processing, and emergency travel support Operations & Team Leadership• Leadership & Development: Direct a 300-FTE team encompassing frontline travel consultants, team managers, quality assurance, and workforce management (WFM) specialists.• Workforce Planning: Oversee capacity planning, roster management, and hiring strategies to ensure seamless 24/7 service coverage.• Performance Tracking: Utilize operational performance tools to monitor productivity, turnaround times, and customer satisfaction (CSAT/NPS).Financial & P&L Management• Budgeting: Manage the P&L for the operational unit, implementing cost-control measures while maximizing resource utilization• Growth: Support hunting and farming teams drive business gr...