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General Information

Job title:

After Hours –Team Leader

Purpose:

The Team Leader will be working alongside the Area Leader to support our physical operational after-hours service.

To provide personalized business travel management and boutique service to our clients through multi-level relationships and our industry expertise. The Team Leader (TL) works closely with the Area Leader to achieve their teams business targets, client retention and growth through CT One Best Way.

Key components of this role

• Delivering a strong service consistency through sound operational practices
• Ensuring our service offerings to our Customers is world class
• Displaying a high level of operational knowledge
• Working as an operational member within the business
• Collaborating with their colleagues
• Building a strong and brighter future for FCTG Corporate

This position is responsible for many aspects of the operations

• Delivering a range of extended leadership and people-based functions
• Deployment and execution of the FCTG Corporate business plan for their respective team.
• Provide critical localised support ensuring that the brand can implement, transact, retain and grow our customer portfolio
• Driving staff retention & Productivity
• Growing, nurturing and developing the staff

Demonstrate the key leadership attributes and philosophies of the Flight Centre Travel Group’s DNA.

Accountabilities

Objectives

Operational

• Demonstrate and drive exceptional, proactive customer service to FCTG Corporate customers
• Maintain and develop strong working relationships with external and internal customers, stakeholders and departments
• Effective internal and external communication
• Develop and foster exceptional operational knowledge and capability within the systems
• Identify and reduce service failures within the operation
• Drive adherence to the OBW process to ensure a consistence customer experience
• Meet and exceed targets in customer SLA and other key KPIs
• Promote and engage with departments to ensure world class service and engagement deliverables

Leadership

• Leadership and management of staff under your direction and guidance
• Driving and motivating the team to excel and demonstrate a positive FCTG Corporate culture
• Development of both personal and team capability and knowledge to perform your roles to a world class standard
• Conduct performance reviews to ensure exceptional performance, motivation and discipline
• Management of all personnel functions to ensure business availability, continuity and delivery
• Executing business strategies and plans to achieve short and long-term goals.
• Demonstrate clear, open and honest communication internally and externally
• Promote a safe and positive workplace environment and atmosphere
• Maintaining positive and trust-based relations with business partners, shareholders, and Customers
• Being an ambassador of the FCTG Corporate brand strategy
• Managing resources to ensure customer service needs are met in a complex rota environment

Leader Profile

Key Attributes

Description

Lead by example

Demonstrate a positive attitude, motivation and adherence to our OBW processes. Lead by example in behaviour, attitude and results.

Intuitive

Forward thinking and able to identify business needs in advance and take steps to improve.

Effective Communication

Demonstrate excellent, open and honest communication internally and externally.

Multi-tasking

Able to manage time effectively to complete all tasks in a timely manner, maximising productivity.

Product knowledge

Knowledge of products and the desire to continue learning.

Empathy

Able to nurture and develop your team and adapt to their needs to ensure the best results. Be approachable and an attentive listener.

Key communication and relationships:

Internal: Corporate Traveller & FCM Travel Managers, Sales Team Leaders; Operations Leaders;  CSMs; Operations, Support Teams’, Global counterparts and General Manager

External: Customers and Suppliers

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric

Travel & Tourism Tertiary qualification

Experience:

• Minimum of 3 years in Corporate Travel
• Leadership experience - advantageous
• Experience in GDS (Amadeus)
• Extensive industry and travel knowledge
• Extensive fares knowledge (Date changes, and refunds etc)
• A strong client focus and service ethic

Other:

Location:

Based at Johannesburg or Cape Town Campus

Travelling:

As per business needs

Office hours:

As per after hours roster

Additional:

Own transport essential

Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Team player

1

2

3

Intuitive

1

2

3

Effective communication

1

2

3

Mullti – tasking

1

2

3

Product Knowledge

1

2

3

Detail orientated

1

2

3

GDS and Product knowledge

1

2

3