Job Description
About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
About The Role
We're looking for a Group Leader - BPO Support to drive operational excellence and performance across our global BPO partner network. You'll champion Trip.com's service standards, ensuring a consistently outstanding customer experience while fostering collaboration, cultural alignment, and continuous improvement across multiple sites. Acting as a bridge between Trip.com and our partners, you'll empower teams to deliver world-class service through insight, influence, and strong relationship management.
What You'll Do
Performance Management
* Monitor and analyse key performance metrics, including KPIs, NPS, QA, and service efficiency.
* Identify performance gaps and lead targeted initiatives to improve quality and satisfaction.
* Deliver data-driven insights and reporting to stakeholders.
Operational Support & Partner Engagement
* Be the main point of contact for partner operations, managing escalations, and ensuring operational readiness for new processes or changes.
* Provide guidance and support to maintain consistency and high standards across all locations.
* Be the bridge for knowledge, quality, workforce, and between Trip.com and partners.
Collaboration & Culture
* Act as a cultural ambassador, embedding Trip.com values and promoting a collaborative, high-performance mindset.
* Partner with Training, Product, Quality, and Workforce teams to support shared operational goals.
Leadership & Recruitment
* Support recruitment and onboarding across BPO sites, ensuring alignment with Trip.com standards.
* Guide partner leaders on governance, performance management, and team development.
What You'll Bring:
* 3+ years experience in BPO operations or vendor management.
* Strong analytical, organisational, and problem-solving skills.
* Proven ability to translate data insights into action.
* Confident communicator with strong stakeholder-management and presentation skills.
* Experience handling escalations and managing KPIs.
* Thrives under pressure with excellent prioritisation and multitasking abilities.
* Willingness to travel across partner sites when required.
Why Trip.com Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
What's more
* Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
* Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
* We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
* We encourage flexible work arrangement
* Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click[1] the link to learn more about What makes Trip.com Group a leading global travel service provider
Click [2] the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!
References
Visible links
1. https://www.youtube.com/watchv=w4D31J3atps
2. https://www.youtube.com/@TripcomGroup
