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Responsibilities:
- Manage and motivate Operations Team
- Ensure good co-operation/communication between teams, among the operations function and across all departments
- Lead, coach, mentor and empower your direct reports to meet the set targets
- Identify training and coaching needs to ensure team members receive relevant training to be effective on the job
- Set goals, review and appraisal process of team leaders
- Monitor and provide feedback on regular basis to ensure team member stays on track
- Complete monthly individual reviews with direct reports and consultants covering their KPI’s , hit misses and defining resulting action items and/or personal development plan
- Monitor team activity and workload in order to identify recruitment needs and seek approval to hire new headcount when necessary
- Ensure staff meet service level professionally at all times
- Coordinate assignment and reassignment of Team Leader
- Oversee team roster to ensure that the teams are adequately staffed at all times
- Assist in the development of Operational Policies and Procedures to challenge current system when necessary
- Ensure, in coordination with program management, that all team members are aware of client(s) travel policy and service level requirements and participate in client(s) meetings when required
- Monitor team member’s activity to ensure that travellers and travel arrangers travel requirements are in accordance with their travel policy are met in accordance with Service Level Agreement. This covers all aspects of travel including air, accommodation, car hire, insurance, visa, etc
- Ensure that service alerts and issues are logged, investigated and escalated in accordance with Company’s standards
- Build and maintain strong relationships with client’s contacts at the relevant level. Become the point of contact for all operational aspects
- Review client survey results and in conjunction with Account Management implement appropriate best practices and initiatives
- Ensure internal and external communications and vendor updates are distributed in a timely manner (i.e. airfares / hotels/ cars)
- Ensure that travellers and transactions services are processed in a timely manner and in full compliance with the Company’s standards including but not limited to use of GDS scripts, queues, ID data requirements, etc
- Ensure no leakage including but not limited to ensuring all transactions are charged and that ADM’s are investigated and processed in a timely manner
- Create a positive, “Never-Say-Die” Customer First Culture and manage Culture Change
Job Requirements:
- Diploma in any discipline or equivalent
- IATA-UFTAA Diploma an added advantage
- Minimum 3 -5 years managing a contact centre operations team in travel or airline industries preferred
- Strategic and matrix-minded while being hands-on in operations
- Display ownership and initiative
- Strong team player spirit with the tenacity to be driven in a dynamic in multicultural and multi-ethnic environment
- Effective communication skills (verbal & written) across all various levels of the organisation
- Strong interpersonal & leadership skills with excellent EQ to influence both internal & external customers to implement improvements as well as resolve issues
- Proficient in MS Office
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