Carlson Wagonlit Travel - Manager - Operations - GSC - Hospitality

Position Responsibilities: -

- Manage service level client

Provide the highest levels of service delivery to clients and stakeholders.

Manage daily service levels across all communication channels:

Telephone and email service factor monitored and met

Transaction processing time i.e. turnaround time

Ensure, in coordination with account management, that all team members are aware of client(s) travel policy and service level requirements and participate in client(s) meetings when required. Monitor team members activity to ensure that travelers and travel arranges travel requirements (from initial enquiry to file completion) in accordance with their travel policy are met in accordance with Service Level Agreement (SLA). This covers all aspects of travel.

Monitor team members- activity to ensure that CWT standards of service are met at all time when interacting with travelers / travel arrangers through the means of phone, email, fax and any other communication means accepted by CWT.

Ensure that service alerts and issues are logged, investigated and escalated in accordance with CWT standards

- Compliance & Quality

Ensure internal and external communications and vendors updates are distributed in a timely (i.e. airfares / hotels / cars).

Ensure that travelers and transactions services are processed in a timely manner and in full compliance with CWT standards including but not limited to use of GDS scripts, queues, ID data requirements, etc

Ensure no revenue leakage including but not limited to ensuring that all transactions are charged and that ADM are investigated and processed in a timely manner

Provide relevant accurate information in a timely manner without being prompted

- Performance Management

Provide management and motivation to the Team

Ensure a high level of co-operation/communication between teams, among the operation function and with all functions in the organization (e.g. Training, Quality, Operations performance, IT etc.)

Lead, coach, mentor, empower your direct reports to meet the departments goals.

Identify training and coaching needs and ensure that direct reports and team members receive relevant training.

- Review Performance

Ist performance review

Review of Previous year and progress in new role to date

Goal Setting and New Year's Objective

Quarterly informal review

Annual formal and profit study review

Position Requirements

Preference : Post Graduation in Management

Functional knowledge of overall travel operations.

Skills and experience in operation of GDS, front, mid and back office systems.

Strong presentation skills

Strong Communication Skills

Competent in Microsoft Excel and PowerPoint

Knowledge of Online Booking Tools.