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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 in Japan to assist the General Manager in the running of the business, driving profit, productivity, and people development in operations.

The four major components of the Operations Leader role includes client relations, teamwork, quality outputs, and productivity. The incumbent will be part of the local leadership team as a senior leader to create succession planning for the business, mentor team members, develop business acumen, and lead the Operations teams in contributing to the success of FCM.

Key duties & responsibilities:

• Manage all Operations teams in the market, providing leadership, support, and encouragement to team members.
• Drive operational performance and ensure the team is focused on collectively achieving targets, budgets, and SLAs.
• Assess overall productivity in Operations and drive continuous improvement.
• Represent FCM towards external customers, which include participating in the selling process, managing new and existing client accounts, handling customer escalations and customer service review.
• Drive customer excellence.
• Manage the PnL for Japan Operations.
• Facilitate team meetings and client briefings where necessary.
• Mentor Operations team supervisors and assist the General Manager in the development of leaders in the business.

We’d love to hear from you if you have...

• At least 3 years of experience in managing a team of at least 5 persons
• A university degree with fluent, business level Japanese and English language skills 
• At least 10 years of experience working in a travel industry operations environment
• Familiarity with international air/land, leisure and/or corporate travel products and industry  
• Familiarity with major GDS and other industry standard operations systems
• Business acumen on operations management and basic knowledge of financial analysis
• Good influencing and motivation skills
• Strong discipline and self-initiative, and is process-driven
• A continuous improvement mindset and commitment to your own personal development
• A lead-by-example attitude, customer focus, and service delivery mindset
• Willingness to contribute to people and the business
• Passion about travel, the company, and our culture

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

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer.  In addition, our company founder strongly believes the success of our business relies on the success of our people.

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