Description
Job Purpose:
As a Team Leader, you will be responsible for managing a high-performing team within a demanding, client-facing environment. They will have the shared responsibility to ensure that the growth ambition of R&M is met, while retaining a high degree of service focus and team spirit. Team Leads also support their team in an Operational capacity as well as managing their own client portfolio.
Key Responsibilities:
Leading People – Key Priority
- Managing team across the different offices –
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- Be the point of contact within your team for your Team Manager
- Create a harmonious and fair working environment
- Encourage and reinforce team work ethic
- Lead by example always
- Performance management, coaching, and development of team members -
- Monitor staff performance within your allocated team, with a view to providing direction, training, coaching and motivation to deliver agreed targets
- Support New Starter inductions as directed by your Team Manager
- Highlight any employee performance concerns, escalating to your Team Manager
- Collaboration with internal stakeholders across multiple functions
- Escalation management and service recovery
- Client-facing engagement and relationship management
- Workforce planning and roster management to ensure coverage aligns with client demand -
-
- Ensure workload is balanced equally amongst team members and work in conjunction with your Team manager to flex staff when required for the wider business
- Instigate work handovers prior to absence
- Driving operational excellence, service quality, and productivity
- Create a knowledge sharing attitude within the team
- Supporting the business through change, growth, and continuous improvement initiatives
- Provide on the job coaching and mentoring to the allocated team on a daily basis and liaise with your Team Manager as appropriate.
- Demonstrate R&M “Duty of care” to staff
Operational Excellence
· Manage your own full content portfolio to the highest R&M standard, demonstrating extraordinary customer service to your team
· Pro-actively build meaningful and long-lasting relationships both internally and externally
· Exceed client’s expectation at all times
· Identify and implement opportunity to add value to each booking
· Utilize detailed understanding of the client policy to drive compliance while maximizing opportunity to enhance the traveller experience
· Ability to apply a variety of fare types and ticketing methods, while maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)
· Working with IFD to proactively identify cross market and local inventory differences
· Procure the best hotel rates for clients utilizing GDS and non GDS channels
· Monitor all bookings for further saving opportunities up until completion of the trip
· Maintain proficiency in relevant R&M & Navan Technology and ensure knowledge is shared and maintained amongst the team
· Demonstrate proactive thinking when providing travel solutions
· Provide cost effective solutions across all aspects of travel
· Comply with the client policies and guidelines at all times
· Achieve SLAs for all accounts
· Regular interaction with overseas colleagues
· Apply Quality Control procedures and processes in line with company and GREC requirements
Client Liaison
- Regularly monitor and identify any client processes and procedures impacting productivity within the team, reporting back to the Team Manager and the Navan Pro CSM team
- Identify and escalate client feedback for the team in conjunction with the Team Manager and Navan Pro CSM team
Company initiatives
- Maximize commercial income
- Work with Team Manager to identify areas of capacity within your area of remit
- Work with Team Manager to support all income business objectives
- Encourage compliance of company policies and procedures
- Assist and support business with internal and external audits
- Develop and support working efficiencies
- Fully support critical business continuity plan at all times
What We're Looking For:
Core Skills & Experience
- Excellent interpersonal skills
- Deliver on personal agreed targets and objectives
- Ability to motivate and provide direction to individuals and team to achieve agreed targets
- Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines
- Sound knowledge of industry
- Knowledge of company policies, procedures, ethics, values, and vision
- Embrace new responsibilities and initiatives
- Excellent planning and organizational skills
- Solid commercial acumen
- Ability to always remain objective
- Effective listening skills
- Good at problem solving and solutions-based thinking
- Promotes a collaborative team working environment at all times
- Instil and actively support a no blame culture
- Ability to multi-task
- Ability to communicate professionally and effectively at all levels
Please note that this is a 24/7 leadership role, which includes weekend coverage as part of our management rotation to ensure ongoing support for our global operation.
While highly rewarding, this is also a challenging, fast-paced, and demanding position that requires resilience, strong decision-making skills, accountability, and the ability to perform effectively under pressure.
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