Head of Travel - APAC
Ten Group, Australia
Job Description
Overview
As we emerge from COVID-19 our Travel business will be a focus for substantial growth in our APAC offices Hong Kong, Singapore, Australia and China. This exciting new role will be to manage the operational day-to-day running of our teams in the region and to specifically build and enhance our travel offering within each market. Specifically, this role will:
- Manage and assist Team Managers in meeting targeted performance levels through the creation of a motivated and dynamic team. People Development amp; Retention, Job Output, Call SLAs, Workflow Management and QA through Daily NPS are all key deliverables from an operational and business perspective.
- To contribute to the overall success target and the strategy for Travel in APAC which ultimately feeds into the success of our Global Travel Programs and to own and drive the strategy for Ten within our 4 markets of Hong Kong, Singapore, Australia and China.
Key Responsibilities:
- Line Management of between 3 management FTE that oversee a combined team of 15-18 Lifestyle Managers. We expect to see this grow in 2021-2022 as we emerge from the pandemic.
- To work alongside the regional director and own the strategy for APAC Travel, ensuring that there are plans in place for growing the regional business as well as developing effective and timely marketing campaigns and strategies, and overseeing the improvement and growth in the member satisfaction (service quality) and profitability results of the teams in all of the APAC markets.
- To drive wider strategic operational goals for our office and region and contribute to our bi-annual business and regional reviews.
- Bring your operational and business competencies to ensure a strong staff retention policy that ensures we recruit and retain the top talent in the market.
- In conjunction with the Team Managers and Member Satisfaction teams, to own NPS results and feedback improvements for the region by identifying daily/weekly/monthly key trends from NPS analysis and QA on areas for improvements and to successfully implement training and coaching plans in collaboration with our Training amp; Development team to resolve any challenges.
- To manage monthly appraisals and performance management ensuring the team are hitting agreed targets and deadlines for the period.
- Ensure workforce management best practices are in place to ensure Team Managers have sufficient rota/staffing coverage within their teams through engagement with the Global Resource Planning team.
- Work with Team Managers amp; Workflow Managers to drive efficiencies and to further grow revenue streams by developing effective engagement strategies for all key accounts, that includes appropriate proactivity.
Requirements
- Minimum of 5+ years proven leadership at a strategic and/or department level including management of managers within the travel industry
- Excellent know-how in the area of Operations Management as well as the management of and controlling of performance output.
- Knowledge of the travel and lifestyle industry and dealing with High Net worth clients is preferred but not essential.
- Very good analytical skills, structured way of working combined with pragmatic problem-solving skills and result oriented work methods
- Experience of GDS and other Travel systems would be beneficial
- Innovative thinker who always strives to further improve our service delivery standards
- Great leader, team player and motivator with excellent social skills
- Confident presenter in both written and verbal communications
* Please note that we also consider candidates in Sydney, Gold Coast, Hong Kong and Singapore if you have the right to work in these regions.
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals this is the main intention and driving force behind the program. We want to give our