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This role acts as the coordinating point for Service Delivery for UK & several European markets for a leading investment bank and is responsible for ensuring service consistency and driving operations projects and best practice.
This includes escalation and resolution of any service related issues.
Build strong, open and honest relationships and constantly look for opportunities to motivate and inspire the team to deliver high quality customer service.
Drive customer loyalty using service resolution actions as opportunities to exceed customer expectations.
Continually analyse and use all available metrics to drive the team's performance forward. Develop and implement action plans using data from reports including Call Monitoring, Telephony, Customer and Employee Satisfaction.
Ensure effective use of resources -anticipate and deal with the day to day resourcing issues to ensure service standards are met or exceeded.
Attend regular client calls/meetings with senior members of the banking client
Escalation of operational issues to senior management
Implementation of complex EMEA BCP with constant updates & improvements
Key contact for Forecasting
Ownership of HR related issues
1.Strong understanding of travel operations, suppliers, and systems.
2.Excellent interpersonal skills
3.In depth Travel Industry knowledge
4.Excellent communication ability including written and oral presentation skills.
5.Strong attention to detail and analytical skills.
6.Excellent administrative and time management skills.
7.Strong PC knowledge including related PowerPoint/Excel/ Microsoft Project/Email skills
8.Ability to work with cross-functional teams and to influence both internally and externally
9.Natural leader able to demonstrate success in inspiring and motivating a team of team-leaders & travel consultants
10.Leads by example
11.Outstanding proven ability to deliver excellent customer service
12.Strong People and Communication Skills
13.Previous experience of leading a successful team
14.Commitment to going above and beyond for a high profile client
16.Clear thinker and decision-maker
17.Strong analytical and numerical skills
18.Previous experience within a similar environemtnw ould be seen as an advantage.
Team Leader Corporate Service job description
Work closely across functions (internal and external) to maximise the team's performance: Workforce Management, Capacity Planning, Air, Rail, Hotel, Car Suppliers as well as Client Management.
Continuously develop personal skills in key areas: leadership, technical, travel and customer service. Recommend improvements to the service (Process, Technoloy and People) to the Operations Manager.
Implementation of new business & process on the account with a constant focus on process improvements [cont right]