Crew Accommodations Operations Manager in Hounslow

Corpay is hiring a Crew Accommodations Operations Manager to join the TA Connections division within the Lodging line of business, supporting airline clients that have operations in the Asia Pacific region (APAC). In this role, you will lead a global crew accommodations team with full responsibility for operational performance, staffing, and service delivery. You will build and develop high-performing teams, manage workforce planning and succession, and ensure financial, operational, and SLA commitments are met.

The role partners closely with internal teams—including Account Management, Invoicing, Product, and IT—and external airline clients and hotel & transportation vendors. You will drive operational excellence through performance metrics, process improvements, and technology initiatives, while resolving operational, system, and billing-related issues to support accurate invoicing and high customer satisfaction.

This position reports to the Director of Operations, is an “In Office” position, that will work from our corporate office located in Sheraton Heathrow Hotel conference center, Colnbrook Bypass, West Drayton UB7 0HJ, and requires domestic and international travel (up to 30%), primarily within the EMEA and APAC regions, but not limited to.

Role Responsibilities

• Implement and maintain operational governance by overseeing recruitment, training, performance management, coaching, recognition programs, and adherence to standard operating procedures.
• Plan and manage near- and mid-term operations, ensuring consistent service delivery through effective workforce planning, resource allocation, budget support, and business continuity readiness.
• Manage staffing and succession execution, aligning agent coverage to productivity metrics and supporting cross-training, upskilling, and supervisory readiness to ensure operational stability.
• Monitor and control operational costs, including wages, overtime, PTO, recognition programs, and departmental expenses, ensuring alignment with approved budgets and efficiency targets.
• Manage operational performance through data, using KPIs, dashboards, training tools, and process improvement methods to track results, identify gaps, and drive corrective actions to meet customers' SLAs and expectations.
• Coordinate cross-functional initiatives, working with internal partners to standardize processes, improving resource utilization, and resolving system or operational inefficiencies.
• Identify and address operational risks and issues, adjusting priorities in response to changing business needs and escalating critical risks when necessary.
• Lead and reinforce a performance-driven team culture, promoting engagement, accountability, open communication, and employee development in alignment with Corpay’s values.
• Act as the primary operational point of contact, maintaining strong relationships with internal stakeholders, clients, and hotel and transportation vendors, and ensuring clear communication of SLAs and performance results.
• Manage people leadership responsibilities, including performance evaluations, coaching supervisors and team leads, and providing support for Assistant Manager duties such as payroll, reporting, and workforce coordination.

Qualifications & Skills

• Strong verbal and written communication skills, with the ability to effectively engage internal teams, clients, and external partners at all levels.
• Proven ability to lead through collaboration, building productive relationships while managing competing priorities and stakeholder expectations.
• Ability to learn, adopt, and effectively leverage internal systems and technologies to support operational execution and decision-making.
• Customer-focused leadership approach, ensuring timely issue resolution, incorporating feedback, and consistently meeting or exceeding client service expectations.
• Sound judgment and decision-making skills, with the ability to assess risk, involve appropriate stakeholders, and act decisively.
• Strong planning, prioritization, and time-management skills to drive operational results in a fast-paced environment.
• Demonstrated adaptability and resilience, effectively leading through change, ambiguity, and unexpected operational challenges.
• Detail-oriented and quality-driven mindset, ensuring accuracy, continuous improvement, and adherence to policies, procedures, and organizational standards.
• Solid understanding of airline, travel, hotel, and call center operations, including airline processes, terminology, and lodging contractual requirements.
• Ability to use data and qualitative insights to make informed decisions, remain calm under pressure, work flexible hours as needed, and travel occasionally to support business needs.
• High school diploma or GED required; college degree preferred but not required.
• 5–7 years of progressive experience managing large operational teams (40+ employees), including on-site and remote staff.
• Experience managing a mix of direct hires, contractors, and outsourced resources is strongly preferred.
• Prior experience in a people management role, preferably within a call center or high-volume operational environment.
• Strong leadership and team management skills, with the ability to motivate, develop, and hold teams accountable for performance.
• Minimum of 2–3 years of experience in airline, travel, or call center operations required.
• Solid working knowledge of Microsoft Office applications and call center platforms.
• Advanced proficiency in Microsoft Excel for operational reporting, data analysis, and performance tracking.
• Ability to analyze operational data and translate insights into actionable decisions.
• Strong organizational, prioritization, and problem-solving skills in fast-paced environments.
• Excellent communication skills, both written and verbal, with the ability to engage effectively across all levels of the organization.

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law.

If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.