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.