Customer Service Excellence Manager

Apply now Refer a friend Job no: 525062
Brand: FCM
Work type: Full time
Location: Manila, Philippines
Categories: Corporate & Group Travel

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 

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.

A senior customer facing role, this role acts as the functional owner of the global operation for ADB working collaboratively as part of the leadership team between Account Management and ADB.  The Customer Service Excellence Manager is responsible for ensuring the smooth and regionally aligned running of all operations delivery from FCM to ADB.  

Output focuses on delivering exceptional service to ADB and ensuring high client NPS by developing and implementing customer-centric strategies, driving process improvements, and fostering a culture of excellence within the team.  

Scope wise, the role will manage all aspects of service delivery from risk registers through to the configuration of all technology (Concur, Extension, Platform) included within the ADB program.  

This role functions collaboratively as an operational account manager in partnership with the strategic Account Management team.  

Key duties & responsibilities:

Operational workflows 

  • Build an operational structure in line with contract program objectives and goals 

  • Create and maintain centralized standard operating manuals and key client documentation such as travel policy and selling guides, emergency response procedures, and others and ensure the training of said processes to ADB assigned travel consultants   

  • Responsible for finetuning technology in collaboration with our Corp Tech, Solution design and Onboarding team to support the ADB travel policy and preferred programs across global systems   

  • Understanding the way the global VoC team triggers survey responses and ensure we maximise the number of survey responses triggered and submitted back to FCM Asia  

  • Analysing voice of customer input from the traveller and travel booker surveys  

  • Identifying the root cause of negative sentiment from customers and ensuring this will be addressed across pillars (not limited to Customer Operations)  

  • To engage with finance as required for supporting the regional P&L for ADB                 

Customer Excellence 

  • Main operational point of contact between FCM and ADB ensuring a seamless operation for ADB   

  • Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are monitoring performance in a regionally consistent manner   

  • Reporting on operational quality and SLA performance metrics   

  • To be a path of escalation for any operational issues connected to the program, consolidating issues and addressing recurring themes through communication and training initiatives   

  • Oversee operational improvement processes within the global operations teams for ADB 

  • Develop, own and deliver content for client specific trainings to ADB frontline teams 

  • Ensure the mutually agreed NPS target (providing that ADB will roll on to VoC) will be met  

Strategic Operational Program Management  

  • Review operational data and highlight to the Account Manager where there are new routes or travel outside of the normal patterns to identify new opportunities for program optimization 

  • Provide strategic operational support and identify areas for improvement in process consistency and performance improvements   

Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are monitoring performance in a regionally consistent manner   

Reporting on operational quality and SLA performance metrics   

To be a path of escalation for any operational issues connected to the program, consolidating issues and addressing recurring themes through communication and training initiatives   

Oversee operational improvement processes within the global operations teams for ADB 

Develop, own and deliver content for client specific trainings to ADB frontline teams 

Ensure the mutually agreed NPS target (providing that ADB will roll on to VoC) will be met  

Job Requirements & Competencies: 

Person Specifications 

  • Customer Obsessed - Being a constant cheerleader for excellent customer service, this role requires a deep understanding of and passion for excellent customer service
  • Operational Workflows - Ability to analyze and proactively improve operations processes, implementing changes to increase efficiency, productivity and client satisfaction
  • Stakeholder management - Given the multitude of stakeholders involved, their role requires excellent stakeholder management across different levels in our business
  • Discipline - Constant monitoring of progress and ensuring timelines are adhered to and risks are flagged in a timely manner 

Required Competencies

  • A proven competency and understanding of TMC operations with a minimum of 8 years operational experience  

  • An in-depth knowledge of GDS systems – Amadeus 

  • Understanding of Concur OBT and its travel settings and preferencing  

  • Knowledge of TMC front, mid and back office systems  

  • Demonstrate an understanding of contractual T&Cs and associated costs and benefits  

  • An analytical mindset with the ability to interpret data in a way that aligns with customer/internal goals and strategies and develops actionable insights  

  • Exceptional networking skills and have the ability to develop new relationships and sustain and grow existing ones  

  • Continuous improvement mindset – ability to identify opportunities for new / improved processes, services and systems to optimize program success  

  • A strong multi tasker with the ability to deliver projects and tasks in a timely and efficient manner  

  • Result driven mindset that can lead change whilst being able to adapt and innovate  

  • Have the capacity to identify gaps and define issues in a clear and cohesive manner 

Work Perks! - What’s in it for you: 

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. 

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Generous remuneration structure and a highly competitive salary 

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself 

Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave 

Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons 

A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally 

Enjoy the freedom and flexibility with our Flexible Working Arrangement 

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! 

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service. 

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

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

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