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Process Manager & Steering Booking IT Solutions (m/f/d)

City:  Köln
Job area:  Business Consulting & Steering
Job field:  Business Consulting & Steering
Seniority Level:  Mid-Senior level
Date:  Aug 23, 2021

At HRS “We love to make it happen”: We are the global market leader when it comes to tech- and data driven business travel solutions. Our enterprise business offers end-to-end hotel management solutions to more than 7,000 corporate businesses globally to simplify their business travel. State of the art service solutions like strategic consulting & hotel procurement, travel payment and expense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain. Today we work globally with the Fortune 500, such as Google, China Mobile, Amazon, Siemens, Hitachi, Alibaba, Volkswagen, WorldBank.

We are looking for a Cologne based Process Manager & Steering - Booking IT Solutions (m/f/d) to ensure maximum value and bring our operations steerinng up to the next level. #LI-RD1


Your Challenges

  • Responsible for day to day operational business and steering in Booking Solutions Business Unit handled by Call Center vendor

  • Volume Forecasting for P&L planning, scheduling and vendor management

  • Improve product and processes to enable efficiency gains, including process documentation

  • Driving process automation

  • Act as key coordinator for all service related topics to ensure that feedback from internal stakeholders is reflected on vendor side

  • Gather customer/ hotel requirements to ensure accurate representation during traveller and hotel interactions with call center agents

  • Create reports on call volumes/ issues as basis for product/ service improvement and feed back relevant knowledge to leadership and sales

  • Define Vendor SLAs

  • Collaboration with supplier steering to ensure that requirements, changes, capacity planning are communicated to service provider

  • Gather vendor feedback for BU for product/ service improvement

  • Drive automation based on process optimization with IT solutions

  • Alignment with Conversational AI team to assist optimization of IVR

  • Close alignment with BU Leadership to stay up to date on strategic and market developments (new clients…)

  • Work with other steering managers to set up standards (reports)…

  • Work closely with BI to ensure appropriate data access for reporting


Your Commitment

  • 3+ years professional experience in managing projects and/or customer service operations, ideally in travel related company

  • Degree in business studies or similar

  • Experience in UX management and Process/Consultancy background preferable

  • Advanced numerical and analytical understanding

  • Fluent in German and English, both written and spoken


Your Rewards

AT HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entreprenuer, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day. You will work in a modern working enviroement with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development. 

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Req ID:  8481

Job Segment: Consulting, Call Center Manager, Call Center Supervisor, User Experience, Call Center, Technology, Customer Service