Position Summary:

This role will be responsible for ensuring smooth delivery of sales, customer service, internal processes and driving business efficiency across both travel business call centres. 

In addition, the role involves working with our internal teams closely to drive strong synergies on business improvements and to play a role in the travel leadership team on strategic planning as well as day-to-day management of back-office functions.

As a member of the leadership team you will have input into the future direction of the broader business.

Key Responsibilities:

Operational Oversight

• Manage daily operations of the call centre teams across travel bookings and customer support

• Ensure compliance with travel regulations and company policies

Supplier Relationships

• Maintain strong relationships with suppliers to ensure fast resolution of customer service issues 

Team Leadership

• Supervise travel consultants and administrative staff to maximise sales and administration outcomes

• Provide training, performance reviews and support for professional development

Process Improvement

• Analyze workflows and implement systems to improve efficiency and reduce costs

• Oversee adoption of any new travel management software and automation tools

Financial Management

• Monitor budgets, forecasts and profitability of products sold

• Ensure back of office reconciliations are up to date and in order

• Monitor supplier payments, client refunds and other banking requirements are in order in the back-office system.

Customer Experience

• Resolve escalated client issues and ensure high satisfaction levels

• Develop service standards and feedback mechanisms to enhance client retention

Reporting & Analytics

• Generate operational reports and performance metrics for senior leadership

• Use data to inform strategic decisions and identify growth opportunities

Capabilities, Knowledge, Experience:

Entrepreneurship

• Demonstrate an entrepreneurial mindset and great leadership skills that bring peers on the journey. 

• Be prepared and keen to work “in” the business actively showing the team direction and delivery. 

Deep travel sector understanding

• You will understand the travel sector and its commercial alignments deeply and guide the growth of both businesses.  

Business Acumen

• Strong financial acumen at retail agency level and confident reporting abilities

• Excellent technical and practical skills within a Travel industry context with the ability to consistently deliver quality, accurate and timely work. 

• Competent in the use of relevant software such as MS Office Suite and other job specific software (Traveltek knowledge valued).

• Understanding of how to measure performance in detail and analyse

Customer Focus

• Actively managing customer satisfaction indices. 

• Ensuring long term and consistent client relationship management practices

Strong Communication skills

• Can structure developmental and motivational communications

• Ability to structure a 'win win' environment

• Well-rounded written and verbal communication skills

Results Driven

• Solution orientation - can identify the issues and moves self and others to solutions. 

• Frames the solutions in terms of an outcome and a set of results/improvements or impacts on the business

Teamwork

• Contributing in a supporting manner to achieve common goals and leadership of the team. 

• Collaborating with others to stimulate ideas, generate approaches, construct answers and improve the overall performance

Personal Integrity

• Conduct business in a direct, forthright manner; an ability to deal constructively, honestly and fairly on the tough issues. An ability to engender loyalty and earn professional respect by own words and actions

Focus on Quality

• Ensure the call centre teams are managed to delivery on strategy and in compliance with policies and procedures using consistent processes and procedures and reporting systems

• Ensure all personnel are suitably trained to access and use relevant systems and tools

• Work with stakeholders to continually improve our practices to support our strategic and customer deliverables

HSE Capability:

• Demonstrate a visible and active commitment to:

• personal well-being;

• healthy and safe workplaces and activities

Education and Experience:

• Leader with extensive experience in Travel consulting and Travel sales

• Proven experience in the travel sector 

• Demonstrable competency in operations management in a travel business

• Solid knowledge of performance reporting and financial/budgeting processes

• Tertiary Degree in Business Administration, Hospitality, Tourism Management or related discipline.

• Operations management experience in a travel business context including proficiency in travel booking platforms (Traveltek and Tramada experience desirable) and CRM systems (Sabre experience preferred).