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Job Description


Description:
Duties and Responsibilities
1. Key Functions
a. Lead and develop Team Leaders, Senior Travel Consultants and Travel Consultants in providing excellent services, going beyond agreed service levels consistent with standards while optimizing performance
b. Proactively identify and implement solutions to constantly improve service levels and performance
c. Administer daily operations, create, review and implement operational procedures
d. Familiar with systems used by such as Amadeus, Galileo, Focalscope, Fare Viewer, POS and others
e. Manage the different teams, delegating responsibilities where required and follow up
f. Management of escalations and smooth resolution
g. Manpower management and planning. Monitor team activity and workload in order to identify recruitment needs
h. Identify a drop in business from clients being managed
i. Ensure a high level of cooperation / communication between teams, among the operations functions and with all functions in such as Client Services, Finance, Sales etc
j. Lead, coach, mentor and empower direct reports to meet the operational goals
2. Associate Learning and Development
a. Organize training programmes for the operations team ensuring that they are constantly updated on industry and airline trends, ensure that processes and systems are put in place for the teams
b. Identify training programmes which might help to add value to the organization
3. Associate Relationship
a. Support the team and be a team player
b. Engage the team mates and establish a good relationship with them.
4. Others
a. Participate in activities organized by the company
b. The Company may from time to time assign projects which may not be directly linked to Operations but which will contribute to the overall enhancement of your career development.

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