Sr. Process Manager

A Sr. Process Manager has a solid background in processing management or operations management, The role will analyse, maps, and optimizes organizational workflows to improve efficiency and productivity for our front-line operation teams. Identify bottlenecks, document current/future states using flowcharting tools, and implement improvements. Key responsibilities include cross-functional collaboration, performance monitoring, and standardizing operations.

Standard

Design and deploy improvements, such as automation, standard operating procedures (SOPs), or reorganization of tasks.

• Analysing existing business processes to identify inefficiencies or bottlenecks.

• Designing and implementing strategies for process optimisation, cost reduction, and quality enhancement.

• Developing and maintaining process documentation to ensure clear communication of workflows across operational teams

• Member of cross-functional teams to drive continuous process improvement initiatives and ensuring alignment of processes with business goals.

• Implementing new technologies or tools for agent workflow processing and opportunities to automate and streamline processes.

• Partner with training and support to staff on new processes and best practices.

• Facilitate and deliver process maps and process redesign sessions with relevant stakeholders.

• Assess and manage risks associated with process changes and workflow optimisations.

• Maintain a customer-centric approach while designing processes to enhance internal customer satisfaction.

• Monitor and report on the success of process changes using relevant metrics and data.

• Stay updated on new trends and technologies to bring innovative solutions to processes.
• Other responsibilities as assigned.

This position does not have supervisory responsibilities

• Embrace CTM's core values ofConnect, Deliver and Evolve
• Professional, collaborative & supportive interaction with employees, clients, suppliers/vendors
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• A bachelor's degree in Business Administration, Operations Management, or related field or relevant experience.
• 10+ years of demonstrable experience in process management, operations management, business analysis, or related roles.

• GDS Experience (Sabre Preferred).
• Tools: Expertise in project management software (e.g., MS Project, Jira), process mapping tools (e.g., Visio), and data analysis tools.
• Familiarity with process mapping methodologies (e.g., Lean Six Sigma, Kaizen).
• Strong analytical skills with experience in process mapping and process redesign.
• Excellent problem-solving, leadership, and project management skills.
• Strong communication skills with the ability to collaborate effectively across departments.
• Proficiency in data analysis and performance measurement tools.
• Experience with change management and driving the adoption of new processes.
• Ability to manage multiple projects and meet deadlines in a dynamic environment.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click https://www.dol.gov/general/topic/discrimination to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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