Operations One Best Way Leader

Responsibilities

• Design, document, and update the One Best Way (OBW) workflow process for FCM operations across Singapore, Malaysia, Hong Kong, and Japan
• Partner with the Operations Optimization Leader and Corp Tech team to increase consultant productivity and client satisfaction
• Collaborate with various departments and providers (e.g., Amadeus, Hotel Hub, Travel Ops) to enhance OBW and validate tool enhancements
• Communicate and train new employees, travel consultants, market leaders, and key stakeholders on OBW processes and updates
• Maintain end-to-end workflow documentation and step guides to ensure seamless onboarding for new joiners
• Identify new opportunities for productivity gains and ensure adherence to the OBW across all four target markets

Requirements

• Extensive knowledge of FCM operations and current systems
• Proven successful performance in project management
• Strong understanding of current technology used within FCM and the ability to learn new tools quickly
• Experience in developing and training staff in both classroom and individual settings
• Excellent communication and articulation skills
• Proven ability to manage change and lead by example

About the Company

FCM is a leading travel management company. As part of the Flight Centre Travel Group, we focus on delivering optimized travel solutions and driving operational excellence through innovation and consistent processes.