Service Operations Lead (Travel & Expense Management)

Manage Service Center setup in VN for T2E process & operations.

Strong project management and program management skills.

Experience in setting up service centers and operationalizing them.

FTE estimations, volume handling, and T2E process knowledge.

Strong liaison skills with internal and external stakeholders.

Ensure on-time delivery of work packages and maintain service metrics and KPIs.

Drive operational improvements and maintain SLAs.

Roll out IT applications, including requirement gathering, process implementation, UAT, and releases.

Knowledge of travel planning processes, travel agency operations, GDS, airlines, and payment solutions.

Steer discussions with travel suppliers and manage online travel solutions implementation.

Handle tax processes, travel expense operations, and credit card processes.

Liaise with suppliers, customers, and stakeholders (HR, Finance, IT).

Work with international customers and bring innovative ideas for customer engagement.

Strong people management skills.

Minimum 10 years of experience as a Lead in service center operations.

Bachelor's or Master's degree in Travel & Tourism or Commerce.

Strong knowledge of travel planning, expenses, service center operations, and application management.

Hands-on experience with SAP and travel expense applications.

Ability to work independently and guide the team on travel topics.

Excellent client interfacing, people, and stakeholder management skills.

Strong analytical skills and ability to think outside the box.

Flexible hours and ability to manage multiple priorities.

Preferably experienced in international working environments.

Willingness to travel locally or internationally if needed.

Ability to meet individual and team goals.