Operations Manager

**Manager, Operations and Government Services**

Reports to: Director, Customer Experience

Location: McCord Travel, a Direct Travel company, Ottawa

**Position Overview**

If working at a highly regarded corporate travel management company and offering exceptional service

to high-profile clients sounds exciting, then we would like to hear from you.

We are recognized for being the ‘go-to problem solvers’ amongst our high-profile and exclusive

clientele. We exceed industry standards in terms of service and ability in the most difficult and

unexpected circumstances, consistently exceeding client expectations.

As Manager, Operations and Government Services at McCord Travel, a Direct Travel company, you will

be working in an exclusive environment that caters to our long-standing Government, business and

public sector clients while collaborating directly with other members of the team. The Manager,

Operations and Government Services reports directly to the Director, Customer Experience.

**Responsibilities**
- Assist the Director, Customer Experience with existing client management and growing the

agency’s market share within the House of Commons, the Senate and Government departments
- Manage and expand the agency’s Government client base by leveraging strong professional

relationships and using excellent strategic marketing skills to showcase the various products and

unique services offered by the agency
- Field inquiries from Members of Parliament, Ministers, Senators, and/or staff, coordinate their

travel arrangements in conjunction with other members of the McCord Travel team
- Provide a superior customer service experience to Members of Parliament, Ministers, Senators

and their staff
- Assist the Director, Customer Experience with management of the Ottawa branch including daily

operations, staff management, payroll, administrative support, scheduling and complex problem

solving
- Maintain strong rapport with clients, airlines and tour operators
- Fulfill complex and unusual travel requests
- Research and provide solutions to client travel-related problems

**Basic Qualifications**
- Minimum 5+ years travel agency experience
- Minimum 3+ years managing a professional team
- Strong project management and organizational skills
- Excellent problem-solving abilities
- Experience with domestic and transborder travel bookings, flight passes and frequent flyer

programs
- Working knowledge of Travelport Apollo GDS software
- Understanding of House of Commons, Senate schedules and their respective travel

requirements
- Tourism and Travel diploma considered an asset
- Ability to multitask in a high paced environment
- Client first approach and exceptional customer service skills
- Self-starter with the ability to work with little supervision
- Proficiency in Microsoft Office365 suite
- Effective oral and written communication skills

Direct Travel is an EOE/AA/Veteran/People with Disabilities employer.**About Direct Travel**

Our growing company relies on excellence to deliver on our commitments to our customers.

This starts with our employees. Our inclusive culture encourages entrepreneurial spirit

empowering employees to build strong, long-lasting relationships with our clients and deliver

innovative solutions. Direct Travel is one of the most respected Travel Management Companies

in the industry providing our customers with smart consultation, tailored solutions, and a true

partnership. Our specific focus on the mid-market means our travel experts deliver

personalized service to every client.

The Direct Travel Canada West region is headquartered in Toronto, Ontario with branch

locations in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Canada.

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