Team Leader - Operations

Description

Seeking an experienced and dynamic Team Leader to lead a team in TLS Backoffice. The successful candidate will be responsible for managing daily operations, ensuring efficiency and accuracy in all back office functions, and leading a team to achieve performance targets and maintain high standards of service delivery.

Roles and Responsibilities:

·         This leader is accountable for effectively driving the following:

o    Key departmental metrics as defined by leader

o    Team Performance

o    Stakeholder Management

o    Quality and Compliance

o    Colleague engagement and Motivation

·         The successful candidate should be able to inspire a team of specialists to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments.

·         Lead and motivate the team, fostering a positive work environment and promoting teamwork. Provide coaching, mentoring, and professional development opportunities to team members

·         Oversee daily operations of the back office, ensuring tasks are completed efficiently and accurately. Monitor workflows, identify bottlenecks, and implement process improvements

·         Set clear performance goals and expectations for team members. Conduct regular performance reviews, provide constructive feedback, and address any performance issues promptly.

·         Ensure all back office activities adhere to company policies, procedures, and regulatory requirements. Implement quality control measures to maintain high standards of accuracy and compliance.

·         Address and resolve any escalated servicing issues promptly and professionally. Ensure the team provides excellent support to internal and external customers

·         Lead and participate in back office projects, ensuring timely and successful completion. Coordinate with other departments to align project goals and deliverable

·         Prepare regular reports on team performance, operational metrics, and project progress. Analyze data to identify trends and make informed decisions.

·         Accountable for preparation, production, delivery of presentations to leadership and stakeholders globally

·         Demonstrate business and operations knowledge to attract potential opportunities

·         Drive and support TLS business initiatives

·         Open to work in 24*7 environment

Qualifications:

·         The incumbent should be graduate or equivalent with 6 years of post-qualification experience.

·         Understanding of travel world, rate parity and transaction Lifecyle will be an added advantage

·         Should not be on any form of counseling or action plan

·       Strong Travel knowledge, experience in ticketing, exchanges and refunds

·         Understanding and experience of net fares and revenue management 

·         Strong interpersonal skills and the ability to influence at all levels

·         Excellent communication skills

·         Sound planning and organizing skills

·         Must possess problem solving and planning skills to facilitate and focus on continuous improvement

·         Self-starter with ability to execute with minimal direction and strong attention to detail

·         Ability to work in a team environment fostering teamwork and driving collective performance

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities