Operation Manager_RU_HKCG(MJ037766)

Role Overview • The RU Operation Manager will build, lead, and continuously improve the Russian-language service operation in Guangzhou. The role requires strong operational knowledge and management capability across both Flight and Hotel services, with ownership of service performance, customer experience, workforce stability, and team capability. • The manager will lead an organization of 100+ employees covering frontline Operations and Shared Center functions such as Quality, Training, and Coaching, and will report directly to the Service Manager. The current service scope includes RU Hotel and Flight Chat services within approved service hours and channels. • This is primarily an Operations Manager role. The successful candidate is expected to establish stable management routines, build a strong leadership bench, use data and frontline signals to identify operational problems, and drive cross-functional actions through to closure. Any future expansion of channels, service hours, or organizational scope will follow business approval. Core Responsibilities • Own the day-to-day operational performance of RU Flight and Hotel services, ensuring stable service delivery, clear escalation paths, and effective issue resolution. • Lead operational readiness, service transition, and launch activities when new services or scope are introduced, including handover, knowledge transfer, training, certification, launch support, and ramp-up. • Own daily and weekly operational reviews. Identify performance gaps, conduct root-cause analysis, translate findings into clear action plans, and follow through with Team Leaders and support teams until performance is stabilized. • Deliver agreed operational KPIs, including service level, productivity, quality, customer satisfaction, attendance, and schedule adherence. • Plan hiring, capacity, and staffing with HR, Talent Acquisition, and Workforce Management. Monitor absence, attrition, adherence, and coverage risks, and take timely action to maintain operational stability. • Lead and develop Team Leaders and other Operations or Shared Center leads. Set SMART objectives, provide regular feedback and coaching, manage performance, and build succession and leadership pipelines. • Partner with Quality, Training, and Coaching teams to establish practical models for language, knowledge, certification, and capability development that support consistent RU service delivery. • Work closely with Data, Workforce Management, HR, Product, Compliance, and other stakeholders to resolve operational issues and improve service delivery. • Review operational data, customer feedback, and frontline feedback to identify trends, risks, and improvement opportunities, and provide clear recommendations to the Service Manager. • Use insights into the Russian travel market and customer behavior to identify opportunities to improve the end-to-end travel experience. • Maintain clear routing and handling controls for Russian-language services and sanctioned orders, ensuring operational requirements are consistently followed. • Maintain team morale, communication quality, and execution discipline under changing business volume, ramp-up, and transformation conditions.

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