Lounge Administrator at HRBP Limited

Job Overview

• Ideal candidate willresponsible for creating, standardizing and keeping the customer experience in the bank's loungesacross the country at the highest level.

Responsibilities 

• To ensure smooth day to day running of Lounge.
• Continually bring added value to the contract though innovation and pro-activeness.
• Provide management reports in coordination with the Account Manager.
• To provide solutions to operational airport challenges.
• To financially manage the contract within the terms of reference, working towards achieving financial and non-financial target
• Foster positive working relationships with airport team to ensure effective team dynamics and resource efficiencies as well as consistency for customer
• Ensure all staff is trained to deliver a customer focussed service.
• Ensure staff performances are managed to quality set objectives.
• Lead, motivate, train, develop and direct team to maximise efficiency in customer service
• Create an environment where constant improvement is actively encouraged and recognised
• Develop effective resource planning solutions to meet demands of the business
• Develop personal development plans for all team members to ensure progression and learning within roles.
• Ensure communication and implementation of all service deliverables through team and mentor success
• Have a passion for delivering service and quality excellence through understanding the Bank'd cultures
• Coordinate and manage the contract activities through effective regular communication with Client and colleagues.
• Complete all documentation in line with company policy and legal requirements.
• Compile proposals and recommendations to continually improve operations.
• Accountable for business and financial performance of lounge, providing detailed operating analysis.
• Analyse business performance that shares best practice and delivers consistency.
• Foster customer relationships through motivated teams
• Review customer reaction and feedback to service given and implement and action a plan to address any concerns.
• Implement staff recognition and reward based on customer feedback.

Requirements / Skills / Experience

• At least 5 years experience with 3 years working for a Bank in similar position.
• Smooth and efficient running of the operations
• The ability to build excellent client relationships
• Performing and reporting financial objectives
• Growth, Client & Customer Satisfaction / Quality of Services provided
• Leadership & People Management
• Rigorous management of results Communications
• Customer Focus
• Business Consulting
• Commercial Awareness