About this role
Job Purpose:
As a Team Leader, you will be responsible for managing a high-performing team within a demanding, client-facing environment. They will have the shared responsibility to ensure that the growth ambition of R&M is met, while retaining a high degree of service focus and team spirit. Team Leads also support their team in an Operational capacity as well as managing their own client portfolio.
Key Responsibilities:
Leading People – Key Priority
Managing team across the different offices –
Be the point of contact within your team for your Team Manager Create a harmonious and fair working environment Encourage and reinforce team work ethic Lead by example always
Performance management, coaching, and development of team members -
Monitor staff performance within your allocated team, with a view to providing direction, training, coaching and motivation to deliver agreed targets Support New Starter inductions as directed by your Team Manager Highlight any employee performance concerns, escalating to your Team Manager
Collaboration with internal stakeholders across multiple functions Escalation management and service recovery Client-facing engagement and relationship management Workforce planning and roster management to ensure coverage aligns with client demand -
Ensure workload is balanced equally amongst team members and work in conjunction with your Team manager to flex staff when required for the wider business Instigate work handovers prior to absence
Driving operational excellence, service quality, and productivity
Create a knowledge sharing attitude within the team
Supporting the business through change, growth, and continuous improvement initiatives Provide on the job coaching and mentoring to the allocated team on a daily basis and liaise with your Team Manager as appropriate. Demonstrate R&M “Duty of care” to staff
Operational Excellence · Manage your own full content portfolio to the highest R&M standard, demonstrating extraordinary customer service to your team
· Pro-actively build meaningful and long-lasting relationships both internally and externally
· Exceed client’s expectation at all times
· Identify and implement opportunity to add value to each booking
· Utilize detailed understanding of the client policy to drive compliance while maximizing opportunity to enhance the traveller experience
· Ability to apply a variety of fare types and ticketing methods, while maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)
· Working with IFD to proactively identify cross market and local inventory differences
· Procure the best hotel rates for clients utilizing GDS and non GDS channels
· Monitor all bookings for further saving opportunities up until completion of the trip
· Maintain proficiency in relevant R&M & Navan Technology and ensure knowledge is shared and maintained amongst the team
· Demonstrate proactive thinking when providing travel solutions
· Provide cost effective solutions across all aspects of travel
· Comply with the client policies and guidelines at all times
· Achieve SLAs for all accounts
· Regular interaction with overseas colleagues
· Apply Quality Control procedures and processes in line with company and GREC requirements
Client Liaison
Regularly monitor and identify any client processes and procedures impacting productivity within the team, reporting back to the Team Manager and the Navan Pro CSM team Identify and escalate client feedback for the team in conjunction with the Team Manager and Navan Pro CSM team
Company initiatives
Maximize commercial income Work with Team Manager to identify areas of capacity within your area of remit Work with Team Manager to support all income business objectives Encourage compliance of company policies and procedures Assist and support business with internal and external audits Develop and support working efficiencies Fully support critical business continuity plan at all times
What We're Looking For:
Core Skills & Experience
Excellent interpersonal skills Deliver on personal agreed targets and objectives Ability to motivate and provide direction to individuals and team to achieve agreed targets Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines Sound knowledge of industry Knowledge of company policies, procedures, ethics, values, and vision Embrace new responsibilities and initiatives Excellent planning and organizational skills Solid commercial acumen Ability to always remain objective Effective listening skills Good at problem solving and solutions-based thinking Promotes a collaborative team working environment at all times Instil and actively support a no blame culture Ability to multi-task Ability to communicate professionally and effectively at all levels
Please note that this is a 24/7 leadership role, which includes weekend coverage as part of our management rotation to ensure ongoing support for our global operation.
While highly rewarding, this is also a challenging, fast-paced, and demanding position that requires resilience, strong decision-making skills, accountability, and the ability to perform effectively under pressure.