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FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s 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 Operations Leader is a key leadership role within both the Asia Ops and FCM Southeast Asia structures. Reporting to the Head of Ops Asia and a dotted line to the  General Manager, South East Asia, the role is responsible for leading Singapore operations and the day to day running of Operations across the Singapore, Malaysia, Philippines and Asia Hub markets to meet and exceed our client needs.   

The major components of the Operations Leader role include client relations, service quality, teamwork and productivity. The output will be a fine optimization of people development, client satisfaction, productivity and profitability. 

The Operations leader sits in SEA SWOT as senior leader of SEA, creates succession planning for the business, mentor team members, develop business acumen, and lead the operations teams contribute to the success of FCM. You will oversee and maintain SEA customer operations including but not limited to setting, tracking, and reporting on KPIs, workforce planning/management and drive our FCTG culture within the SEA business.

Key duties & responsibilities:

Client Relations: 

• Demonstration of products and services available to clients.
• Provide information, literature and other relevant information to clients pertaining to business travel.
• Listen to clients needs and ensure that operations teams are meeting and exceeding SLAs and client expectations.
• Keep client confidentiality within FCM.
• Resolve client operational issues in a satisfactory manner for all parties
• Able to construct and execute service recovery plans across operational teams where required
• Develop strategies to increase the quality of service to clients
• Serve as key personnel and lead the customer success responsibility for existing SEA accounts, build trust and rapport while identifying areas of opportunity, conducting customer service QBR, highlighting best practices, and documenting both.
• Communicate with internal stakeholders including but not limited to Product Management on customer requirements and wish lists and assist in shaping product roadmap.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Ability to gather and analyze information to make recommendations that will improve service levels and improve the customer experience.

Team Work:

• Active participant of SEA SWOT and regional SWOT
• Drive FCM Culture within the SEA offices 
• Collaborate, Support, encourage and offer help to other team members and department
• Share product knowledge and information on fares/destinations
• Mentor the team and assist GM in development of leaders in the Customer Operations pillar
• Consideration and respect for other team members
• Adaptable approach to change
• Take an active role in preparing, organizing reward and recognition at Town Halls and Buzz nights, TL meetings and conferences, and support the messages rolled out across the SEA market. 

Quality Output:

• Manage all Operations teams in the SEA market
• Adhere to FCM operational standards and actively support the company philosophies.
• Drive operations performance and ensure the team is focused on collectively achieving the targets, budgets and SLAs.
• Lead by example and help the team on maximising margin opportunities
• Taking part in forecasting and budgeting for customer support and systems integration team’s revenue streams and tracking the actual performance against plan.
• Represent FCM towards external customers, i.e participate in selling process, account management of new and existing client, customer’s escalations and customer’s service review.
• Facilitate team meetings and client briefings where necessary
• Assess overall productivity in Operations and help to drive improvements

Productivity

• Work efficiently to achieve monthly and yearly sales figures target.
• Understand FCM systems and technology suite and drive improvement.
• Meet SEA office targets, budget and monthly KPIs (performance indicators) including Great Place To Work employee engagement survey.
• Assess overall productivity in Operations and help to drive improvements.
• Drive customer excellence.
• Manage SEA Operations PnL.
• Leverage data and technology to improve self-service and automation (technology enhancement and/or implementation)

Job Requirements & Competencies: 

• University degree with business level English
• At least 10 years in travel industry operations environment
• At least 3 years in team management of not less than managing a team of 5
• Familiar with international Air/land, leisure and/or Corporate travel product and industry  
• Familiar with major GDS and other industry standard operations systems.
• Business acumen on operations management and basic knowledge on financial analysis
• People manager with good influencing and motivation skill
• Highly discipline and process driven
• Have continuous improvement mindset and committed to their own personal development
• Leads by example in attitude, customer focus and service delivery.
• Willingness to contribute to people and the business
• Passionate about the company and culture

 

Work Perks! - What’s in it for you: 

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