Head of Travel Reservations Operations

The role will be to manage the operational day-to-day running of our local teams in conjunction with our regional offices across our Travel, Lifestyle, Dining and Ticket portfolios. • To manage and assist Team Managers in meeting targeted performance levels through creating a motivated and dynamic team. People Development & Retention, Job Output, Call SLAs, Workflow Management and QA through Daily NPS are all key deliverables from an operational and business perspective. • To contribute to the overall success target and the strategy for EMEA Travel & Lifestyle which ultimately feeds into the success of our Global Travel & Lifestyle Programs and to own and drive the strategy for Ten within our region. • To be the key driver of the day-to-day service delivery for our operational business in North America. This will include contributing to the creation of an effective model for how we operate in the region, to meet our ROCK targets which relate to our People, Member Satisfaction and Profitability. • To work closely with other Ten offices across the globe and use synergies in terms of service delivery throughout the different markets. • To act as a deputy to the Director of North America.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.

• Line Management of between 7-10 FTE.

• Contribute to the strategy for NAM Travel & Lifestyle and ensuring that there are plans in place for growth in efficiencies, member satisfaction and profitability of the departments.

• Contribute to and drive wider strategic operational goals for our office and region and contribute to our bi-annual business and regional reviews.

• Bring your operational and business nous to ensure strong staff retention policy that ensures we recruit and retain the top talent in the market.

• Contribute on a strategy together with the Director of Service Delivery and key stakeholders of other global offices to best use synergies for service delivery within the global market.

• In conjunction with the Team Managers, own NPS results and feedback improvements for the region by identifying daily/weekly/monthly key trends from NPS analysis and QA on areas for improvements and successfully implement training and coaching plans in collaboration with our Training & Development team to resolve any challenges.

• Provide input into Periodical business forecasting at department/team level.

Management & Support of Team Managers & Workflow Managers:

• Manage monthly appraisals and performance management ensuring the team are hitting agreed targets and deadlines for the period.

• Provide coaching and mentoring support as required.

• Conduct regular calibration sessions to guarantee a high level of service delivery throughout the different teams and to identify respective actions (e.g., training/coaching, process and system improvements. Be responsible for the implementation of measures as well as monitoring and reporting of successes/improvement.

• Provide clear direction to the team on the department priorities (e.g., communication of goal, monthly team meetings and weekly huddles).

• Ensure workforce management best practices are in place to ensure Team Managers have sufficient rota/staffing coverage within their teams through engagement with the EMEA Lead Planner.

• Handle any escalated customer care issues that arise where appropriate. • Manage bonus rounds including bonus calibration.

• Work with Team Managers & Workflow Managersto drive efficiencies and to further grow revenues streams through increased account/scheme proactivity. Travel and Lifestyle Expertise:

• Develop a clear strategy for developing a fantastic member-focused profitable service team

• Keep up to date on the latest market trends in the Travel & Lifestyle industry with a special focus on system development and digitalisation.

• Have a good knowledge of what our competitors offer with regards to concierge services and continually seek to improve, innovate, and adapt to stay ahead

• Close collaboration with the Supplier Manager in order to continuously optimize travel spend, supplier revenues as well as to further develop specialist know how

• Close collaboration with global Ten Leaders (e.g., Travel, Lifestyle, Ticketing, Dining etc.) in order to make sure that we are aligned with the global strategy and contribute to global targets.

Requirements

• Minimum of 7+ years proven leadership at a strategic and/or department level including management of managers
• Excellent know-how in the area of Operations Management as well as the management of and controlling of perf