Operations Team Manager - After Hours Department

About the Role
We are looking for an experienced and proactive Operations Team Manager (OTM) to join our After Hours ANZ leadership team.

Reporting directly to the Head of Operations - After Hours ANZ, the OTM will be responsible for the day-to-day leadership and operational management of a team of up to 10 consultants supporting CTM accounts across Australia and New Zealand.

This is a hands-on operational role within a fast-paced, 24/7 travel environment. The successful candidate will need to be comfortable managing competing priorities, supporting consultants with complex travel requirements and ensuring a consistently high level of service is delivered across all CTM ANZ accounts.

As After Hours operates across a 7-day roster, flexibility is essential. The role will include shift work and will require weekend and public holiday coverage as part of the roster.

Key Responsibilities

• Lead, support and manage a team of up to 10 After Hours consultants across the CTM ANZ client portfolio.
• Manage team workflow and workload to ensure appropriate coverage and service levels are maintained.
• Monitor phone queues, emails and operational requirements, responding to changes in demand as required.
• Support consultants with complex bookings, disruptions, urgent travel requirements and client-specific processes.
• Ensure CTM processes, client requirements and service standards are consistently followed.
• Manage operational escalations, including client concerns and service issues.
• Provide regular feedback, coaching and performance support, including one-on-ones and development planning.
• Identify knowledge and training gaps and work with the Head of Operations to address these across the team.
• Support new starters and consultants transitioning onto additional CTM ANZ accounts.
• Assist with roster management, leave planning and coverage requirements.
• Work closely with other After Hours OTMs and operational leaders to ensure a consistent approach across the department.
• Support crisis management and major travel disruptions as required.
• Maintain accurate records and reporting and ensure required booking and logging processes are followed.
• Identify and support opportunities for ongoing operational improvement.
• Step into the operation and assist with consultant workloads when required.

Why CTM
As a global organisation, CTM offers a range of employee benefits, including: 

• Travel discounts 
• Perkbox – retail, lifestyle, entertainment, health & wellbeing discounts 
• Learning & development – access to online learning platforms, including LinkedIn Learning 
• Annual Volunteer Day 
• Chillout Days – flexible leave days 
• Flexible hybrid working 
• Purchase up to 2 weeks of additional annual leave 
• Paid parental leave 
• Sonder – 24/7 wellbeing and Employee Assistance Program (EAP) 

CTM offers a strong, established and sustainable work environment that supports your career development and wellbeing.

About You
The successful candidate will ideally have:

• Previous experience in corporate travel, preferably within an operational, team leader or management position.
• Strong knowledge of corporate travel processes, ticketing, fares and airline procedures.
• Experience using Sabre and Amadeus is highly preferred.
• Strong people management and leadership skills.
• Excellent time management and the ability to prioritise effectively in a fast-moving environment.
• The ability to remain calm and make sound decisions during periods of high workload, disruption or escalation.
• Strong problem-solving skills and the confidence to make operational decisions when required.
• Excellent written and verbal communication skills.
• A strong focus on customer service and delivering positive outcomes for both clients and travellers.
• The ability to provide clear, constructive feedback and have performance conversations when required.
• Strong attention to detail and an understanding of the importance of following client and operational processes.
• The ability to work independently while also being part of a wider ANZ leadership team.

Roster & Availability
After Hours operates across a 7-day roster, supporting CTM clients outside standard business hours across Australia and New Zealand.
The successful candidate must therefore be flexible with their availability and able to work a rotating roster that includes:

• Weekday shifts
• Weekend shifts
• Public holidays
• Evening and/or overnight coverage where required

This is an operational leadership role, so flexibility around business requirements and periods of increased demand is an important part of the position.

About CTM
CTM is a global provider of innovative and cost-effective travel management solutions across the corporate, events, leisure and loyalty travel markets. With more than 3,000 employees and offices across Australia, New Zealand, Asia, North America and Europe, we combine personalised service excellence with leading client-facing technology to deliver exceptional travel solutions. 

At CTM, our people are our greatest asset. We’re a collaborative, innovative and future-focused team, guided by our values of Connect, Deliver and Evolve. 

We’re committed to recognising the unique contributions of our people and creating an inclusive workplace where everyone can thrive. We actively encourage applications from people of all abilities and diverse backgrounds.
 
Join an award-winning global company that values its people, its communities and continuous innovation.