Service Delivery Leader

Job Purpose

The Service Leader at GBT is accountable for leading and organising Traveler Care teams to deliver an exceptional experience for clients and employees. This involves acting as an advocate, and representing our culture and values. Most employees under this role’s leadership are client facing. These will include Team Coach and Team Operations Reports, and Travel Counsellors.

The role-holder will deliver the highest standards of customer, shareholder and employee satisfaction by supporting and enabling their team to achieve and exceed their goals, resulting in increased productivity, profitability and supplier revenue. A key priority will be to coach Reports to support the short and long term performance and development of the Travel Counsellors. Furthermore, to proactively engage internal and external stakeholders - clearly demonstrating how Traveler Care adds value, agreeing optimal ways of working and achieving exceptional results for the organization and its clients.

Key accountabilities

People
- Carry out regular coaching with Reports to this role for performance, development and growth
- Demonstrate leadership and role model behaviours to Reports and Travel Consultants, creating an environment where employee satisfaction and engagement is maximised
- Demonstrate highly effective leadership and management through periods of change, leading by example to achieve sustained employee retention, customer satisfaction and profitability
- Focus on team productivity and capability build, supported by planned, regular coaching time for Travel Counsellors with their line manager to facilitate technical upskill and support ongoing development aligned to career goals
- Undertake talent management activity for team members reporting to this role and for Travel Counsellors, in conjunction with reports. Using the output to inform the long-term People Plan, refreshing regularly
- Build positive and constructive relationships with employee representatives which may include Worker’s Councils, Health and Safety Committees and Trade Unions.

Customer
- Partner with Senior Leadership and Commercial colleagues in delivering on both the servicing strategy and financial profitability of a portfolio of accounts - responsible for developing and presenting servicing strategies and program enhancements to clients
- Engage in renewal opportunities early to audit program performance, deliver recommendations, and secure contract renewals
- Continue to support growth and development of the business, including collaboration with the Commercial/Sales organisation to win new clients
- Build and leverage relationships with key business partners in Sales, Client Management, Global Supplier Relations and Technology to ensure high levels of customer satisfaction and retention
- Partner with Commercial colleagues to add value on all elements of service program design, delivery and ongoing management

Financial/Commercial
- Articulate and champion the Traveler Care strategy in the wider organisation, financial value and requirements of partner businesses in order to succeed.
- Own the delivery of financial value that has been set for the applicable portfolio of accounts
- Ensure maximisation of supplier revenue at the point of sale from Hotel, Air deals, Rail, Net Fares and other revenue streams, actively promoting knowledge share across teams to generate upskill translating to higher revenue
- Optimize profitability through maximizing booking potential and aligning client needs with higher margin product delivery
- Promote innovation to lower the cost of servicing while increasing customer satisfaction and maximizing both customer and supplier revenues

Quality
- Build a business plan that drives improvement in KPI performance, strengthens employee relationships and delivers a better client experience, and is continually refreshed in accordance with wider strategy
- Identify opportunities, design, deliver and lead business process improvement solutions. Engage relevant internal expert partners as applicable, e.g. Process Engineering, Customer Experience
- Manage and drive delivery according to company values and employee engagement
- Maintain focus on maximising the productivity and efficiency of teams and operations, supported by the Team Coach and Team Operations
- Maintain awareness and understanding of working practices, industry trends and relevant management topics, sharing with reports and wider teams
- Nominate and communicate successes for organisational and industry recognition

Skills and experience
- People leadership of customer facing teams in a relevant industry such as travel, insurance, mobile telecommunications, banking
- Previous experience in leading leaders
- Experience in achieving financial metrics and service targets
- Strong financial / commercial acumen and trend analysis, and ability to deliver on multiple KPIs including revenue growth, cost management, and profitability of the team and company
- T