Job in a Fast Growing Indigenous Multinational Company

Job Description

• The Travel Centre Manager has the responsibility for travel centre operations and profitability.

Job Responsibilities

• Ensure that customers consistently receive high quality service by efficiently managing, developing and using all available resources (i.e. staff systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
• Proactively identify and assess the risks faced by the travel centre and reduce the overall exposure by maintaining an effective system of controls.
• Ensure the effective rollout of change management initiatives to the travel centre.
• Maintain a high level of integrity and ethical standards,
• To develop specific strategies and acquire new customers
• Analyze business and operational activities to ensure travel centre profitability

Key Accountabilities
Customer service:

• Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
• Ensure that customer needs are anticipated and met, through provision of appropriate products and services via the most suitable channels.
• Ensure that the travel centre strives for continuous service improvement.
• Maintain awareness of customer complaints and attend to resolution.
• Ensure efficient, customer-oriented telephone procedures.

Management of service improvement:

• Manage the customer problem resolution process and ensure the accurate logging of information.
• Set and monitor turn-around times for resolving customer queries and complaints.
• Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities.
• Ensure that service measurement is maintained and action adverse trends.
• Implement service recovery to facilitate customer retention.

Competence Requirement

• Business Development
• Operations Management
• Resource Management
• Analytical and communication skills
• Team and People Management

Experience

• Minimum of 5 years cognate banking experience or in other related industry.

Qualification

• Bachelor's degree in any field of Science, Finance related discipline, Business Administration and Humanities.