About the role
Business Solutions Manager - Guest Experience
Full-time
Division: Operations & Guest Experience
Job Description
Synopsis
We are seeking a strategic and results-driven Manager, Customer Care Support Functions to lead and oversee critical support areas that enable operational excellence across Customer Care. This role is designed to focus on strategic leadership, governance, and continuous improvement while empowering team leads and vendor partners to manage day-to-day operations.
The successful candidate will provide direction across Contact Centre & Vendor Management, Workforce Management, Management Information Systems (MIS), Quality & Training, Knowledge Management, Business Improvement, and Net Promoter Score (NPS) performance. The role is responsible for driving efficiency, enhancing customer experience, optimizing costs, and ensuring the successful delivery of business objectives.
Strategic Leadership & Governance
Provide strategic direction, governance, and oversight across Customer Care support functions, ensuring alignment with business objectives, performance standards, and customer experience goals.
Define, implement, and continuously enhance the operating model, policies, and processes supporting the function.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Financial & Commercial Management
Own planning, forecasting, and management of departmental budgets, ensuring cost-effective resource allocation and optimal return on investment.
Ensure strong financial controls, procurement compliance, and audit readiness across internal functions and vendor contracts.
Monitor commercial performance and identify opportunities to improve efficiency and reduce cost-to-serve.
Workforce Planning & Performance Analytics
Lead workforce planning, forecasting, and scheduling activities across internal teams and outsourced partners to achieve service level and quality commitments.
Establish and oversee a robust MIS and analytics framework, delivering meaningful insights through executive dashboards and standardized reporting.
Utilize data-driven decision-making to improve operational performance and customer outco…
