Team Lead at ADEC Kenya Services EPZ Limited (ADEC Kenya)

DUTIES & RESPONSIBILITIES

• Perform operational duties in line with the Operations Agent role, ensuring accuracy, efficiency, and adherence to established processes. 
• Own and oversee the rate loading function, including RFP tool submissions, Zendesk requests, chain rate loading, and preferred partner rate loading, ensuring timely and accurate execution. 
• Serve as the primary escalation point for operational queries and issues, ensuring prompt resolution, particularly during peak periods. Act as the first point of contact for Account Managers to address and escalate critical customer concerns and potential service risks.
• Facilitate onboarding and training for new team members on rate loading processes, systems, and operational procedures. 
• Deliver ongoing training and process updates related to change requests (CRs), system enhancements, third-party integrations, and new connectivity requirements to ensure team readiness and compliance.
• Monitor rate loading activities during peak periods, prioritize customer requests effectively, and ensure resources are allocated to maximize revenue opportunities while minimizing customer complaints.
• Manage support case distribution across the team, ensuring workloads are balanced and all customer requests are addressed within agreed Service Level Agreements (SLAs). 
• Provide regular operational updates and reporting to the Operations Manager (OM), Director of Operations (DOO), and Vice President of Operations (VPDO), highlighting progress, key risks, challenges, and performance metrics, particularly during peak seasons.
•  Maintain comprehensive process documentation for rate loading, CRO, and support functions, and collaborate with leadership to identify and implement solutions that address customer and operational challenges.
•  Act as the department’s Subject Matter Expert (SME), providing guidance, support, and problem resolution to colleagues while promoting operational excellence. 
• Foster a positive, collaborative, and high-performing work environment encourages teamwork, accountability, engagement, and continuous improvement. 
• Ensure compliance with company policies, procedures, and regulatory requirements, including but not limited to the Employee Code of Conduct, Quality Management System (QMS), Information Security Management System (ISMS), Environmental Health & Safety (EHS), Environmental Management System (EMS), Data Privacy regulations, and other organizational standards. 
• Ensure timely closure of all Non-Conformities, Corrective Actions, Preventive Actions, Concessions (NCAPACs), and audit findings within the prescribed timelines. 
• Promptly report security incidents, risks, and identified vulnerabilities, supporting the organization\'s information security and compliance objectives. 
• Undertake additional responsibilities and special projects assigned by management to support departmental and organizational goals. 
• Monitor and manage team performance against established productivity, quality, attendance, and service delivery targets.
• Conduct regular coaching, feedback, and performance discussions to support employee development and address performance gaps. 
• Lead daily team huddles and operational meetings, ensuring clear communication of priorities, business updates, and performance expectations. 
• Drive continuous improvement initiatives by identifying process inefficiencies and recommending solutions that enhance operational effectiveness and customer satisfaction. 
• Support workforce planning and resource allocation, ensuring adequate coverage to meet business demands and client expectations. 
• Partner with Quality, Training, and Operations teams to implement corrective actions and sustain high service standards across the department.

Education:

• Diploma Graduate from a recognized college or University. Background in Hospitality & Hotel Management is a plus.

Experience/Eligibility :

• Experience working with hotel reservations, rates management, and CRS operations. 
• Experience with Zendesk, Salesforce, Cvent, and other booking platforms.
• Customer service industry experience.
• Excellent working knowledge of Excel.
• Excellent attention to detail.