FCM Customer Service Delivery Manager

London - UK

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

The Customer Service Delivery Manager is responsible for ensuring the smooth and globally aligned running of all operations delivery from FCM to the includes managing all aspects of the service delivery from risk registers through to identifying technology configuration requirements and working with Tech & Support teams to update. This role functions collaboratively as an operational account manager in partnership with the strategic account management team. This role takes its direction from the Global Account Manager.

About FCM

FCM is more than a global travel management company with 24/7 support in 100 countries. Were a movement6500 changemakers travel experts and performance drivers redefining corporate travel. We dont just keep the worlds biggest companies movingwe make it smoother smarter and bolder. Certified as a great place to work and fuelled by an alternative mindset we embrace change challenge convention and do things differently. This is FCMwhere different happens.

The role

Main operational point of contact between FCM and the customer ensuring a seamless global operation
Work collaboratively within the global teams to ensure an operational delivery in line with contract program objectives and goal
Provide strategic operational support and identify areas for improvement in service and performance deliver
Create and maintain centralized standard service deliverable manuals and key client documentation such as travel policy and selling guides emergency response procedures and others.
Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are delivering and monitoring performance in a globally consistent manner
Identify configuration improvements to support program goals within the technology (Concur Extension Platform)
Identify any requirement for configuring technology to support the customer travel policy and preferred programs across global systems by working with the support teams
Maintain the customer risk register within the operational space and technology including country risk registers and supplier blacklists this management includes audit on an agreed cadence
Customer 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 to the operational leads in country potentially highlighting any training initiatives that might be required
Develop own and deliver content for client specific (virtual) trainings to frontline teams globally
Ownership of central client inbox management

About you

2 Years working in front line operations managing multinational clients
An in-depth knowledge of GDS systems Amadeus Sabre and Galileo
Understanding of Concur OBT and its travel settings and preferencing
Knowledge of TMC front mid and back office systems
Continuous improvement mindset ability to identify opportunities for new / improved processes services and systems to optimize program success

Whats in it for you

Exclusive Travel Discounts: As part of Flight Centre Travel Group you gain access to exclusive industry rates and discounts through our in-house travel team.
Career Development: With Flight Centre Travel Groups global presence spanning 30 brands in over 20 countries youll have clear career pathways and the resources you need to achieve your professional goals including training and support.
Vibrant Culture & industry-renowned social events: Experience our fun industry-renowned culture with exciting social events such as monthly awards nights global conferences end-of-financial-year balls and more.
Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services including dental optical and chiropractic care with our bronze-level health cash plan.
Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
Financial Wellbeing Support: Access expert financial services including mortgage advice regulated financial guidance and money coaching to help you manage your finances.
And Much More: Enjoy a range of additional benefits including company-matched charitable donations an excellent pension scheme share options an electric vehicle scheme and a variety of salary sacrifice benefits.

Our number one philosophy is Our people. Flight Centre Travel Groups promise is to provide an environment with equality of respect dignity and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.

We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at .

Required Experience:

Manager

About FCM

The role

Main operational point of contact between FCM and the customer ensuring a seamless global operation
Work collaboratively within the global teams to ensure an operational delivery in line with contract program objectives and goal
Provide strategic operational support and identify areas for improvement in service and performance deliver
Create and maintain centralized standard service deliverable manuals and key client documentation such as travel policy and selling guides emergency response procedures and others.
Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are delivering and monitoring performance in a globally consistent manner
Identify configuration improvements to support program goals within the technology (Concur Extension Platform)
Identify any requirement for configuring technology to support the customer travel policy and preferred programs across global systems by working with the support teams
Maintain the customer risk register within the operational space and technology including country risk registers and supplier blacklists this management includes audit on an agreed cadence
Customer 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 to the operational leads in country potentially highlighting any training initiatives that might be required
Develop own and deliver content for client specific (virtual) trainings to frontline teams globally
Ownership of central client inbox management

About you

2 Years working in front line operations managing multinational clients
An in-depth knowledge of GDS systems Amadeus Sabre and Galileo
Understanding of Concur OBT and its travel settings and preferencing
Knowledge of TMC front mid and back office systems
Continuous improvement mindset ability to identify opportunities for new / improved processes services and systems to optimize program success

Whats in it for you

Exclusive Travel Discounts: As part of Flight Centre Travel Group you gain access to exclusive industry rates and discounts through our in-house travel team.
Career Development: With Flight Centre Travel Groups global presence spanning 30 brands in over 20 countries youll have clear career pathways and the resources you need to achieve your professional goals including training and support.
Vibrant Culture & industry-renowned social events: Experience our fun industry-renowned culture with exciting social events such as monthly awards nights global conferences end-of-financial-year balls and more.
Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services including dental optical and chiropractic care with our bronze-level health cash plan.
Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
Financial Wellbeing Support: Access expert financial services including mortgage advice regulated financial guidance and money coaching to help you manage your finances.
And Much More: Enjoy a range of additional benefits including company-matched charitable donations an excellent pension scheme share options an electric vehicle scheme and a variety of salary sacrifice benefits.