Agencia de viajes
Empresas: Kuoni
PURPOSE STATEMENT The purpose of this role is to manage, overview, and drive the daily service operations and customer service for Iberia destination for tourist groups sold by Kuoni sales offices spread around the world REPORTING AND KEY RELATIONSHIPS The role is reporting to Regional Manager South. Lead 3 direct reports with a team of 15 staff. It has crucial relationship with group’s sales and operation, and liaises with other support functions managers across the organization. . MAIN RESPONSIBILITIES - To fully oversee the service operations and customer service teams in Madrid, including using AS400 systems, ensuring that SLAs are maintained. - Develop strong partnership with key sales managers and key suppliers. - Maximise the service operational usage of contracted suppliers as specified by the Contracts Manager and Regional Manager. - Monitor staffs workload, delegating where appropriate - Optimise use of available resources, ensuring individual staff growth - Manage and motivate staff according to company policies and employment laws and ensure relevant HR procedures are followed. - Use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles. - Establish and maintain appropriate systems for necessary aspects or organisational performance - Liaise with other Departmental Managers so as to understand all necessary aspects of organisational development and to ensure they are fully informed of objectives, purposes and achievements - Ensure that continuous training processes are in place so that all staff has the skills and knowledge to comply with the common standards. - Analyse, research and identify team issues, address those that can be resolved and make recommendations for improvement - Assist the Regional Manager in Recruitment process - Undertake ad hoc project work as appropriate - Schedule own and staff business trips - Curry an emergency after office escalation mobile - Have budget control of the department.