Put the World on Vacation
Lead the Operations Team
Job Summary
This individual is responsible for direct management of RCI Asia Pacific’s operations team located in Clark, which includes Call Centre, Customer Care, Resource Planning & Management, Training teams.
The role is also responsible for the onsite oversight of certain RCI APAC’s back-office functional leads as well as RCI North America’s EVR team supervisor and team leader.
The primary aim of this role is effective operational management to achieve business and service goals (revenue targets, customer engagement and satisfaction levels) as well as leading and championing operational changes and a positive, performance-based culture.
This individual must optimize operational efficiencies, cost controls and overall business performance.
In addition, this individual holds responsibility for the people performance management cycle, organizational design and development as well as succession planning, for supervisors and teams (80-100 associates).
MAIN RESPONSIBILITIES
Leadership :
As a key member of the Leadership team, to have the ability to :
Act as an influencer to drive common business initiatives demonstrating agreed leadership qualities.
Drive company philosophies and culture in line with global and regional expectations.
Execute company strategic goals.
Be a valued participant and voice of the leadership team.
Operations Management / Maximize Business Potential
Plan resources, hire, train and manage to achieve departmental and business goals of revenue, service and engagement targets within approved budget.
Monitor team, track performance and plan actions to maximize team effectiveness, development, and productivity. Take appropriate corrective disciplinary action as necessary.
Report, manage and audit key performance metrics on a continual basis to ensure achievement of targets and identification of areas requiring further strategies as necessary.
Develop and implement operational and strategic plans aligned to business vision and goals, and maximize operational effectiveness and productivity.
Report and share pertinent call centre / operational and member insights as inputs for product development, marketing and business development strategic and tactical initiatives.
Collaborates effectively across other functions to increase customer engagement by driving and optimizing contact opportunities.
Ensure call centre policies and procedures are implemented, measured and adhered to in accordance with local policies, procedures and compliance requirements.
Maintain awareness of internal and external market factors that impact business and achievement of goals.
Establish clear role deliverables, expectations, governance approaches etc, with respective stakeholders relating to the support rendered to oversee their onsite teams (such as back-office and EVR teams).
People Management & Development Cycle
Models the way in living out company values and drive processes and behaviors that reflect RCI culture and philosophy, especially focused on delivering exceptional service and building an engaged workforce.
Identifies training needs, from both tactical and developmental perspectives and implement plans as appropriate.
Collaborates with other local and domestic colleagues to develop and implement consistent initiatives and best practices.
Responsible for the management of the performance appraisal system, setting of realistic and stretching goals, facilitation of constructive feedback for future coaching and improvement and increased business opportunities
Ensure departmental compliance to corporate code of conduct through education, training and disciplinary action where required.
Develop and implement effective incentive, recognition and associate engagement programs.
Coach, mentor and develop supervisors to achieve performance objectives.
Support organisation’s growth and build succession plan and capabilities.
Other projects and duties as may be directed.
KNOWLEDGE, SKILLS & EXPERIENCE
Demonstrated management experience, well developed leadership and written and verbal communication skills
Extensive understanding of Call Centre operations and metrics and the ability to distil analysis into effective action plans
Demonstrated high level business acumen with the ability to think strategically
Proven leadership skills in a sales and / or service environment to meet and exceed targets
Strong internal and external customer service focus
Demonstrated initiative in introducing new concepts or ideas
Excellent financial management skills including budget management / forecasting
Highly effective time management and organisational skills
Ability to work independently, under pressure and to strict deadlines
Results oriented approach to delivering quality outcomes
Strong ability to make decisions confidently and assertively and manage staff feedback effectively
Proven ability to work cross-functionally & cross- culturally for achievement of overall business objectives
Proven ability to work as part of a team
QUALIFICATIONS
Tertiary business qualifications desirable but not essential
At least 7 years of experience in managing a team in a similar role preferably from the travel-related industry or a Contact Centre environment
KEY COMPETENCIES
Business Acumen
Communication
Building Trust
Driving Results
Innovation
Leadership Effectiveness
Valuing Diversity
WORKING RELATIONSHIPS (internal, external, cross-functional, direct reports)
Be an effective member of the management team to ensure the business is successful as a whole
Provide inspiring and engaging leadership to teams under charge
Work collaboratively with regional and local teams and departments to promote team and cross-functional effectiveness and the achievement of corporate objectives
Proactively engage multiple stakeholders to create positive relationships for achievement of agreed objectives by anticipating needs with collaborative engagement and frequent communication.
This Position Description is intended to describe the general content of and requirements for the performance of this position.
It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
A Place for Everyone
Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community.
Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.
