Customer Service Excellence Manager
Customer Service Excellence Manager
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Salary Not Disclosed
1 Vacancy
Job Description
FCM is one of the worlds largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries FCMs flexible technology anticipates and solves client needs supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group FCM delivers the best market-wide rates unique added-value benefits and exclusive solutions. A leader in the travel tech space FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.
About The Opportunity
FCM Asia is an Equal Opportunity Employer searching for talented driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.
By joining the team youll discover first hand why were recognised around the world as an outstanding addition our company founder strongly believes the success of our business relies on the success of our people.
A senior customer facing role this role acts as the functional owner of the global operation for ADB working collaboratively as part of the leadership team between Account Management and Customer Service Excellence Manager is responsible for ensuring the smooth and regionally aligned running of all operations delivery from FCM to ADB.
Output focuses on delivering exceptional service to ADB and ensuring high client NPS by developing and implementing customer-centric strategies driving process improvements and fostering a culture of excellence within the team.
Scope wise the role will manage all aspects of service delivery from risk registers through to the configuration of all technology (Concur Extension Platform) included within the ADB program.
This role functions collaboratively as an operational account manager in partnership with the strategic Account Management team.
Key duties & responsibilities:
Operational workflows
Build an operational structure in line with contract program objectives and goals
Create and maintain centralized standard operating manuals and key client documentation such as travel policy and selling guides emergency response procedures and others and ensure the training of said processes to ADB assigned travel consultants
Responsible for finetuning technology in collaboration with our Corp Tech Solution design and Onboarding team to support the ADB travel policy and preferred programs across global systems
Understanding the way the global VoC team triggers survey responses and ensure we maximise the number of survey responses triggered and submitted back to FCM Asia
Analysing voice of customer input from the traveller and travel booker surveys
Identifying the root cause of negative sentiment from customers and ensuring this will be addressed across pillars (not limited to Customer Operations)
- To engage with finance as required for supporting the regional P&L for ADB
Customer Excellence
Main operational point of contact between FCM and ADB ensuring a seamless operation for ADB
Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are monitoring performance in a regionally consistent manner
Reporting on operational quality and SLA performance metrics
To be a path of escalation for any operational issues connected to the program consolidating issues and addressing recurring themes through communication and training initiatives
Oversee operational improvement processes within the global operations teams for ADB
Develop own and deliver content for client specific trainings to ADB frontline teams
Ensure the mutually agreed NPS target (providing that ADB will roll on to VoC) will be met
Strategic Operational Program Management
Review operational data and highlight to the Account Manager where there are new routes or travel outside of the normal patterns to identify new opportunities for program optimization
Provide strategic operational support and identify areas for improvement in process consistency and performance improvements
Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are monitoring performance in a regionally consistent manner
Reporting on operational quality and SLA performance metrics
To be a path of escalation for any operational issues connected to the program consolidating issues and addressing recurring themes through communication and training initiatives
Oversee operational improvement processes within the global operations teams for ADB
Develop own and deliver content for client specific trainings to ADB frontline teams
Ensure the mutually agreed NPS target (providing that ADB will roll on to VoC) will be met
Job Requirements & Competencies:
Person Specifications
- Customer Obsessed -Being a constant cheerleader for excellent customer service this role requires a deep understanding of and passion for excellent customer service
- Operational Workflows -Ability to analyze and proactively improve operations processes implementing changes to increase efficiency productivity and client satisfaction
- Stakeholder management -Given the multitude of stakeholders involved their role requires excellent stakeholder management across different levels in our business
- Discipline-Constant monitoring of progress and ensuring timelines are adhered to and risks are flagged in a timely manner
Required Competencies
A proven competency and understanding of TMC operations with a minimum of 8 years operational experience
An in-depth knowledge of GDS systems Amadeus
Understanding of Concur OBT and its travel settings and preferencing
Knowledge of TMC front mid and back office systems
Demonstrate an understanding of contractual T&Cs and associated costs and benefits
An analytical mindset with the ability to interpret data in a way that aligns with customer/internal goals and strategies and develops actionable insights
Exceptional networking skills and have the ability to develop new relationships and sustain and grow existing ones
Continuous improvement mindset ability to identify opportunities for new / improved processes services and systems to optimize program success
A strong multi tasker with the ability to deliver projects and tasks in a timely and efficient manner
Result driven mindset that can lead change whilst being able to adapt and innovate
Have the capacity to identify gaps and define issues in a clear and cohesive manner
Work Perks! - Whats in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. Its also why we offer some great employee benefits and perks outside of the norm.
You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.
Generous remuneration structureand a highly competitive salary
Fun and Energetic culture:At the heart of everything we do at FCM is a desire to have fun and be yourself
Work life Balance:We believe in No Leave No Life So have your own travel adventures with paid annual leave
Travel perks:Youll have access to plenty of industry discounts to ensure you continue to broaden your horizons
A career not a job:We believe in our people brightness of future. As a high growth company you will have the opportunity to advance your career in any direction you choose whether that is locally or globally
Enjoy the freedom and flexibilitywith our Flexible Working Arrangement
Reward & Recognition:Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!
Love for travel:We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.
Wed love to hear from you if you have...
Are you ready to elevate your career in travel management Apply with FCM today!
Required Experience:
Manager
Employment Type
Full-Time
