Description
REPORTING TO: OPERATIONS MANAGER
JOB PURPOSE:
The main role of a Team Leader is to support their Team Manager, overseeing a small group of consultants within the larger team. They will have the shared responsibility to ensure that the growth ambition of Navan Premier is met, whilst retaining a high degree of service focus and team spirit. Team Leaders also support their team in an Operational capacity as well as managing their own client portfolio.
PRINCINPLE RESPOSIBILITIES:
Leading People
- Monitor staff performance within your allocated team (in line with the Team Manager), with a view to providing direction, training, coaching and motivation to deliver agreed targets
- Provide on the job advice, guidance and support to the allocated team daily and liaise with Team Manager as appropriate
- Support in New Starter inductions as directed by the Team Manager
- Support, organise and/or be available to host monthly team meetings in the Team Manager’s absence
- To become point of contact within your team for the Heads of Operations
- Ensure workload is balanced equally amongst team members and work in conjunction with the Team Manager
- Create a harmonious and fair working environment
- Encourage and reinforce team work ethic
- Always leading by example
- Highlight any employee performance concerns, escalating to the Team Manager
- Demonstrate Navan Premier “Duty of care” to staff
- Instigate work handovers prior to absence
- Create a knowledge sharing attitude within the team
Operational expectation
- Manage your own full client portfolio to the highest Navan Premier standard, demonstrating extraordinary customer service to your team
- Pro-actively build meaningful and long-lasting relationships both internally and externally
- Always exceed client’s expectation
- Identify and implement opportunity to add value to each booking
- Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
- Ability to apply a variety of fare types and ticketing methods, whilst 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 utilising GDS and non GDS channels
- Monitor all bookings for further saving opportunities up until completion of the trip
- To be proficient in all Navan Premier Technology and to ensure knowledge is shared and maintained amongst the team
- To be responsible for the delivery of UK rail reservations and to advise clients on best practice utilising Navan Premier technology.
- To oversee the client experience by utilising mixed mode booking tools and to provide 1st line product support for both platform and off-platform bookings
- Demonstrate proactive thinking when providing travel solutions
- Able to provide cost effective solutions across all aspects of travel
- To comply with the client policies and guidelines at all times
- Achieve SLAs for all accounts
- Assist with Navan Premier demos as appropriate
- Assist sales team attending prospect client meetings and benchmarking exercises
- Regular interaction with overseas colleagues
- Apply Quality Control procedures and processes in line with company requirements
Client liaison
- Encourage new client referrals
- Regularly monitor and identify any client processes and procedures impacting productivity within the team, reporting back to the Team Manager
- To identify and escalate client feedback for the team in conjunction with the Team Manager
Company Initiatives
- Maximise 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
- Always fully support critical business continuity plan
- Support Out of Hours and IMU teams
Competencies, Knowledge and 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
- To embrace new responsibilities and initiatives
- Excellent planning and organisational 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
- Instils a no blame culture
- Ability to multi-task
- Ability to communicate professionally and effectively at all levels
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