The Travel Service Manager oversees a team of Business Travel Consultants and has overall accountability for the success of their teams performance. They have overall responsibility for supporting the goals of Navan whilst retaining a best in-class degree of service focus and a culture of inclusion, trust and team spirit.&nbsp; Travel Service Managers lead, direct, motivate, challenge, develop and monitor their team towards our service philosophy: We are providing industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels. What You’ll Do: <ul> <li>Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings</li> <li>Have an in depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions</li> <li>Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent</li> <li>Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions</li> <li>Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback</li> <li>Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.</li> <li>Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role&nbsp;</li> <li>Partner with all cross functional teams to address agent errors and learning needs and suggest ways to improve consultant performance.&nbsp;</li> <li>Manage any escalations and customer communication and own all customer issues through to completion</li> <li>Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results.</li> <li>Work with Operations &amp; Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics.</li> <li>Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings.</li> <li>Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles.&nbsp;</li> <li>Support in consultant recruitment and new starter inductions to ensure team consistency.&nbsp;</li> <li>Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary.</li> <li>Monitor and identify processes or procedures impacting team productivity</li> <li>Cascade travel industry updates and changes to your team with confidence and knowledge</li> <li>Successful completion of all training requirements</li> </ul> What We’re Looking For: <ul> <li>7+ years sound Travel Industry knowledge &amp; experience.</li> <li>5+ years progressive leadership experience in a TMC/ travel industry contact support center environment, ie Agent -&gt; Lead -&gt; Supervisor.</li> <li>3 years travel industry experience at the Manager level (managing team consultants, leads, supervisors etc).</li> <li>Advanced level knowledge of Sabre / Amadeus GDS and online/offline Travel operational processes.</li> <li>Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).</li> <li>Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer service and promote high customer engagement through all interactions.</li> <li>Ability to build relationships and motivate people and teams, creating a knowledge sharing attitude whilst encouraging engagement.</li> <li>Proven mentor and motivator with a clear understanding of the travel service requirements, customer base, and challenges facing a fast-growing company.</li> <li>Excellent organizational skills &amp; interpersonal skills.</li> <li>Excellent, professional written and verbal communication skills, presentation and facilitation skills</li> <li>Ability to work independently and effectively as part of a team</li> <li>Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into agent performance and trends</li> <li>Results driven and proactive with ability to own and execute area of responsibility with excellence</li> <li>Technically proficient in all Navan technology and supplier tools</li> <li>Demonstrate ability to make effective use of available resources to complete tasks to agreed timelines</li> <li>Leading by example at all times</li> <li>Solid business acumen</li> <li>Flexibility to work non-traditional shifts where required</li> </ul><div class="content-conclusion">&nbsp; Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.&nbsp; Human oversight:&nbsp;Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.&nbsp; <ul> <li> Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email <a href="https://my.metaview.app/applications/opt-out?organization=15dd7e883f">here</a>. Your decision to do so will not affect how your candidacy is evaluated.&nbsp; </li> </ul> Please refer to our<a href="https://navan.com/candidate-privacy-notice"> Candidate Privacy Notice</a> for more information about our processing of personal data, and your rights.</div>