Operations Team Leader (Internal only)

Are you looking to start with a new opportunity in the travel industry

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

The purpose of an FCM Team Leader is to lead a team of Travel Consultants with the ultimate outcome of achieving 100% client & staff retention maximising the revenue stream from each client and achieving consistent team profit growth year on year.

In addition to leading their team the FCM Team Leader is also responsible for fulfilling travel requests from their own portfolio of corporate customers in a way that adheres to the FCM minimum standards maximises FCMs profit growth and margin objectives while delivering a professional standard of service that exceeds the expectations of our clients.

Leadership Responsibilities

DRIVE COACH AND TRACK TEAM PERFORMANCE TO ACHIEVE CONSISTENT PROFIT GROWTH MONTH & YEAR TO DATE:

• Implement and maintain operational excellence which drives client satisfaction revenue growth and client retention across the team.
• Monitor the financial performance of all accounts managed by team ensuring margin maintenance/growth.
• Track performance of all travel consultants against KPIs and provide direction and feedback to staff.
• Interpret measure and compare KPIs and P&L at team level (and within Area/Nation)
• Effectively develop implement and update budgets and results-based incentives.
• Hold team members accountable for adherence to FCM One Best Way standards and processes
• Deliver team profit

CLIENT RETENTION:

• To act as a role model for the team by meeting and/or exceeding client expectations.
• Coach team members on the behaviours skills and knowledge required for success as Travel Consultants.
• Ensure client retention by ensuring exceed client expectations in every interaction in relation to:
  • Understanding and anticipating client needs and travel preferences.
  • Responding quickly and proactively to clients requests
  • Amazing service delivery
  • Resolving client complaints.
• Providing travel reviews with operations-managed clients where required to ensure account is optimised
• Ensure smooth transition at implementation stage.
• Keep BDMs/AMs informed of client accounts and any information which is likely to impact on the team or brand

PEOPLE MANAGEMENT:

• Recruit effectively. Work with Operations/Village Leader to ensure optimum staffing levels.
• Identify potential future leaders and to have strategies in place for the development of these people.
• Ensure adequate training of all new recruits and existing travel consultants within your team.
• Follow FCM/FCTG Communication Systems: Conduct weekly business meeting with entire team; conduct monthly one on one meetings with all team members at the start of each month; conduct A.M. planners.
• Create and maintain a great team environment -i.e. positive engaging supportive and with accountability
• Team Discipline fair and consistent

OTHER LEADERSHIP RESPONSIBILITIES:

• Attend Team Leader Meetings as scheduled by Director of Operations
• Conduct monthly leadership meetings with your ATL to work on team strategy.
• Manage team rosters & annual leave ensuring that team members are taking annual leave at appropriate times and leave balances are being well managed

Consulting responsibilities including customer service sales & productivity quality outputs compliance and teamwork.

Are you ready to elevate your career in travel management Apply with FCM today!