Tag24 Shift Manager

**Division**:TAG24

**Job type**:TAG24 Shift Manager

**Location**:Singapore

**The Who**:
In 1988, our founders had an ambitious dream to form the largest specialized travel company in the world - to set the example of how touring and travel should be done. The belief that travel is one of the most emotive experiences you undertake and our ambition to make this experience the absolute best it can be for the traveller, has become the guiding principle for TAG.

We believe that through a bespoke, high-touch and personal service, we can alleviate the stress and complexity of travel. So, whether it is a business meeting to close a deal, an event to meet industry peers or a gig for 50,000 screaming fans, we will get our clients to where they need to be feeling ready to take on the world.

**The Why**:
At TAG, our company values matter. We appreciate our staff working as a **T**eam, having **A**mbition and being **G**enuine.

You will have a passion for the job you do, as well as a drive to want to do better - in return, TAG will support your growth and development, as well as offer opportunities to progress or maybe even change tack

**The What**:
As a TAG24 Shift Manager you will have a diverse and varied role. Here are just some of the things you’ll be getting involved with:

- Responsible for overseeing day-to-day operational functioning of TAG24, focusing on both people and client management
- In collaboration with GM, Singapore / TAG24, ensuring team is positioned to deliver client needs and meet TAG financial objectives
- With support and advice from internal departments (e.g. HR, Finance, GM), responsible for managing the full range of people practices for the TAG24 Team. The people issues include, but are not limited to:

- Rostering and managing leave requests
- Recruitment and selection
- Onboarding and induction
- Performance management, including probationary reviews, objective setting, appraisal, performance improvement, identifying outstanding performers, managing under performance
- Managing the attainment and maintenance of high standards of work
- Professional and personal development, including identifying specific training needs and sourcing learning interventions to close the gaps
- Continuous improvement in motivation and levels of employee engagement
- Managing leavers to maintain high levels of service delivery to internal and external customers
- Ensure responsibilities and requirements of job roles are fulfilled within the team
- Build positive team environment by ensuring fair distribution of work based on skill level and experience, ensuring appropriate workflows and processes are undertaken in a timely manner, particularly with new clients or complex projects
- Handle all team operational queries to advise and assist team members, particularly with complex bookings or changes and reissues or refunds
- Ensure these operational queries are directed appropriately where required (e.g. The Hub, ASK Travelport, Training Prompts or Singapore / TAG24 procedure documents)
- Mentor staff to provide general guidance, training and assistance, development, and progression, including the drafting of prompts, if required
- Alert the divisional general manager(s) to any identified training needs
- Ensure that all team members develop and maintain effective working relationships with key suppliers and clients, ensure individual client or supplier programs and commercial agreements are supported and adhered to
- Complete all managerial administrative tasks, including but not limited to:

- Listening to the team’s phone calls weekly and providing feedback and training, where required
- Daily quality control checks handovers and tickets whilst on shift
- Reviewing weekend air segment report to ensure team is well resourced for any increased travel requirements
- Communicate with relevant internal stakeholders for additional support, when needed
- Handle all customer and day team complaints
- Creating, running and analyzing weekly/monthly reports on productivity, peak times, client/region breakdowns, SLAs, etc.
- Work closely with the other global TAG24 managers to ensure the continued growth and success of the department, including but not limited to:

- Joining and contributing to monthly TAG24 manager meetings
- Having weekly catch ups with the UK and US shift managers
- Constantly reviewing and updating knowledge base in HALO
- Constantly reviewing HALO to better improve functionality and efficiencies
- Working collaboratively with the UK and US shift managers to manage the joint inboxes of OOHQC and handovers efficiently
- Oversee all VIP traveller requirements
- Lead by example to demonstrate professionalism, attention to detail, service level expectations and general standards of performance and conduct promoting positive working relationships with all levels of employees across the Singapore/TAG24 Team and other TAG groups and departments
- Assist and support the global TAG24 stakeholders by