Operations – Team Leader at FCM Travel Solutions

Responsibilities

• Set and achieve the various targets within the operations department line with the company strategy
• Be responsible to supervise and support the team leaders for both Travel and Tours in their daily activities
• Regularly enhance / improve existing quality checks-system to ensure timely responses, efficiency and sufficient quotations based on deals and minimize errors
• Responsible for all travel-related requirements, which are to be carried out in a proficient manner and in accordance with company procedures, standards and client specific service level agreement (SLA), key performance indicators (KPI) and travel policy
• Liaise with the Sales and Marketing Department ( KAM) to ensure 95% of client retention.
• Lead and develop teams in delivering and achieving the SLAs defined for the operations team, in accordance with company standards while optimizing performance.
• Keep abreast Industry development / market intelligence
• Organize and facilitate training sessions for both new knowledge and fill in gaps identifies in service delivery
• Hold regular departmental review meetings to ensure a good working environment within the operations department
• Liaise with the HR department to ensure all staff within the department are competent and highly skilled for effective service delivery

Qualifications and Requirements

• Bachelor’s degree in travel and tourism / Administration or related field
• At least seven ( 7 ) ears of direct supervision of front-line travel
• Expertise with the Galileo/Amadeus GDS platform and web fares
• Knowledge of  Amadeus/Galileo Scriptwriting, TRAMS Interface experience, Client Base Plus development, integration and deployment for leisure or corporate travel, automated ticket-based ticketing, and tracking system – will be ab advantage
• Certification in IATA or GDS training – will be an advantage
• Good financial understanding of budget and reports within a department
• Good leadership skills and knowledge in people management
• Quick thinker in decision making skills and conflict management
• Good understanding of customer service skills
• General understanding of KPI used in the travel industry