American Express Travel

Senior in Charge (Permanent) Western Cape - Bellville- Retail
Pub: 09 Jun 2014

Job Description

To manage a team of 5 consultants ranging from Seniors to Juniors in all aspects of the below.
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).
 Referral voucher reports clear daily
 Invoice errors clear daily
 Non-validated errors clear daily
 Uninvoiced ticket report
 Corporate fare tracking daily
 Passive sector reports monthly
 Benchmark reports weekly
 1 pax per pnr reports monthly
 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 file monthly
 Adhoc reports
 Ensure one training session per month and co-ordination of training
 Meeting attendance: daily team meeting / monthly staff 1/1 meetings / quarterly staff meeting / weekly personal 1/1 meeting (in the form of a call with the Ops Manager in Jhb)
 Performance Management – formal reviews, skill up plans and PDP’s
 Exchange program recommendations / educationals
 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

Required Qualifications

Qualification:
 Leadership course (an advantage)
 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) (an advantage)
 Minimum 7 years consulting experience
 Matric Qualification

Location

Western Cape

Bellville

General Details

• 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

Application details

Nicole Gasser

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