Jaison James Email and Phone Number

Responsible for setting the strategy as well as managing the performance and commercial relationships with vendor partners that are utilized by the Commercial Strategy and Services Operations (CSSO). This includes BPOs, technology companies and travel agencies. Take the lead in managing performance levels, KPIs, contracts and day to day communications, in addition to having oversite to the Quality and Training programs. Relationship minded and both familiar and comfortable with travel processes and contract negotiations. Meeting financial goals, vendor SLA’s, and new or renewal contract deadlines.

Managing BPM Vendors in India - relationships, contracts and service deliverySignificantly improved the customer experience by moving away from transactional contact handling as demonstrated by industry leading performance in third party evaluations (BPA) as well as customer surveys (NPS)Liaised with other functions such as Commercial, IT, Projects and Customer Experience to facilitate constant improvement and implementation of new initiatives Project managed and successfully implanted new products and services offshore and onshoreResponsible for constant and proactive re-evaluation and re-engineering of services and processes aimed at enhancing the customer experience Built strategic partnerships with contact centre suppliers, aligning them to thetrainline.com's objectivesSuccessfully consolidated outsourced operations into one partner achieving significant cost and efficiency savings

Migration, Operations, Training, People Management across clients including lastminute.com, thetrainline.com, British Midland Airways