Vacancies

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American Express Travel

Team Leader (Permanent) Western Cape- Cape Town -Retail
Publication: 28 Mar 2017

Job Description

To manage a team of consultants ranging from Senior to Junior in all aspects of the below and to consult from time to time where needed. Focus on Client relationships and day to day queries.

The incumbent of the position is responsible for ensuring the effectiveness and efficient management of the team. The individual must align to the policies and procedures of Tourvest Travel Services (TTS).

Availability

ASAP

Salary

Neg

Required Qualifications

JOB CHALLENGES

  • High pressure
  • Stress management
  • Diversity management
  • Team alignment to SOP/SLAs
  • Consistently exceeding customer service levels
  • Multi-tasking within roles
  • Delegation of work load within the team
  • Complaint resolution

EDUCATIONAL REQUIREMENTS

  • Matric Qualification
  • Leadership Course

EXPERIENCE IN YEARS

  • Minimum 7 years consulting experience

KNOWLEDGE

  • Leadership course
  • All fares courses
  • Super user course
  • 90% on senior technical assessment
  • 90% on audits
  • HC/IR course
  • Intermediate knowledge on excel, power point and word (MS office)

 

Location

Cape Town

General Details

REPORTS

  • Referral voucher reports clear daily
  • Invoice errors clear daily
  • Non-validated errors clear daily
  • Un invoiced ticket report daily
  • International corporate fare tracking daily
  • Domestic corporate deal report updated with QC
  • Benchmark reports weekly
  • ECC call clearer/complaint (error) logging/invoicing of ECC call reports daily
  • Unused ticket report monthly
  • Refund report monthly
  • Leave audit report and management monthly
  • ADM report and management weekly
  • Preferred partner support
  • Report detailing the reason for every non-preferred partner sold
  • Cash sales
  • Update of operations files monthly
  • Adhoc reports

PROFILES & STANDARD OPERATING PROCEDURES  (SOP)

  • All company and traveller profiles for the team 100% updated
  • All credit card must be loaded by BIS
  • Team bibles 100% updated for all accounts
  • Team awareness and adherence to all client SLAs
  • New account set up / training on travel policies / agreements / SLA’s etc.
  • Staff updates on all new agreements
  • Complaint resolution daily with solutions
  • Team alignment to SOP
  • Back up consulting when/if required
  • Logging of all compliments/complaints on SEC (preferable to get client to log directly)

STAFF MANAGEMENT

  • Ensure one training session per month and co-ordination of training
  • Meeting attendance:  daily team meeting / monthly team leader meeting / monthly staff 1/1 meetings / quarterly staff meeting / weekly personal 1/1 meeting
  • Performance Management – formal reviews, skill up plans and PDP’s
  • Exchange program recommendations / educational
  • HC / code of conduct management
  • Even distribution of work load within the team according to the level of consultant (type of bookings i.e. juniors for domestic / seniors for international)
  • P-file management and Acknowledgment  of Debts (AOD) representative
  • SOP reviews
  • Knowledge of staff’s Job descriptions and ensuring they are adhered to.
  • Drive TTS Vision and Step Up Program  to staff

Application details

Contact Name :Yolande Malebo

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