Operations Optimisation Manager

Gray Dawes Travel is a multi-award winning, global travel management company with offices in the United Kingdom, Australia, Canada, The Netherlands and the United States. Established in 1865, we’re constantly growing by using technology and our passion for what we do to keep evolving.

With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we’re not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We’re there as an extension of our clients’ own organisations – their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives.

And we always deliver… better!

If this all sounds like something you want to be a part of then we'd like to hear from you. We offer a fantastic work environment, with all the benefits and perks you’d expect from a forward-thinking and people-focussed organisation. And we’re always on the lookout for skilled and motivated individuals to become part of the Gray Dawes family.

Our people are at the heart of our business and we’re recruiting for an experienced Operations Optimisation Manager. This role will be based at our Colchester office. This is an exciting time to join us as we’re rapidly expanding our operations team. The Operations Optimisation Manager is responsible for analysing, improving and optimising operational performance across global Operations teams. Working closely with Operations, IT, Account Management and wider business functions, this role uses data, insight and process improvement methodologies to identify opportunities, improve efficiency and enhance customer and operational outcomes.

The role will support the delivery of operational change initiatives, system improvements, reporting solutions and continuous improvement programmes, ensuring that operational teams have the right processes, tools and insights to deliver against business objectives. This role acts as the link between operational requirements and business solutions, ensuring changes are implemented effectively and deliver measurable improvements.

• Review operational processes, workflows and ways of working to identify opportunities for improvement.
• Develop and implement best practice processes, ensuring documentation is maintained and regularly reviewed.
• Identify operational challenges, inefficiencies and risks through analysis and stakeholder feedback.
• Support continuous improvement initiatives and track progress against agreed actions.
• Conduct root cause analysis on operational issues, customer complaints and service failures, recommending improvements.

• Create, maintain and improve operational dashboards and reporting tools.
• Deliver accurate MI reporting across key operational metrics including:
• Productivity
• SLA performance
• Quality
• Customer service performance
• Agent/team performance
• KPI achievement

• Provide regular reporting and insight to Operations Managers and key business stakeholders.
• Analyse performance trends and provide recommendations to improve operational outcomes.
• Support the creation and review of operational scorecards, ensuring targets remain measurable and achievable.

• Support the implementation of operational changes including:
• New clients
• New processes
• IT upgrades
• Telephony changes
• Email platform enhancements
• Operational technology improvements

• Act as the operational point of contact for change requests impacting teams.
• Gather business requirements and translate them into clear solutions and implementation plans.
• Support user acceptance testing (UAT), operational readiness and implementation reviews.
• Ensure appropriate communication, documentation and training requirements are considered.

• Support the optimisation of operational systems and platforms.
• Act as an operational SME for contact centre technology, including telephony and email solutions.
• Support:
• Agent skill configuration
• Call…