Vacancy: Branch Manager
Job
Ref: TWC/BM/5
About
our client:Our client operates in more than 150 countries. They provide
specialised services in business travel management.
They
are looking for a Branch Manager to be based in Nairobi.
The
incumbent will lead and coordinate the daily activities of the business travel
branch and implants.
- Provide
the highest levels of service delivery to clients and stakeholders
- Manage
daily service levels across all communications channels including
telephone and email service factor monitored and met, transaction
processing time i.e. turnaround time
- Ensure,
in coordination with account management, that all team members are aware
of client(s) travel policy and service level requirements. Active
participate in client(s) meetings when required
- Monitor
team member‟s activity to ensure that company standards of service are
meeting at all time when interacting with travellers and travel arrangers
through the means of phone, email, fax and any other communication means
accepted by company.
- Ensure
that service alerts and issues are logged, investigated and escalated in
accordance with company standards.
- Build
and maintain strong relationships with client‟s contacts at the relevant
level. Become the point of contact for all operational aspects.
- Review
client survey results and in conjunction with program management implement
appropriate best work practice initiatives.
- Ensure
internal and external communications and vendors updates are distributed
in a timely manner i.e. airfares, hotels and cars.
- Ensure
that reservations are processed in a timely manner and in full compliance
with company standards including but not limited to use of GDS scripts,
queues, ID data requirements, etc.
- Ensure
no revenue leakage including but not limited to ensuring that all transactions
are charged and that ADM are investigated and processed in a timely
manner.
- Provide
relevant accurate information in a timely manner without being prompted.
- Provide
management and motivation to the team
- Lead,
coach, mentor, empower the direct team leaders and agents reports to meet
the departments goals.
- Identify
training and coaching needs and ensure that direct reports and team
members receive relevant training.
- Manage,
motivate and provide direction to direct reports to achieve agreed targets.
- Maximise
team and team member‟s productivity through ongoing reporting feedback and
counseling.
- Enforce
goal setting, review and appraisal process of team leaders and ensure that
monthly operational goals and KPI‟s are achieved
- Constantly
drive direct reports to achieve their personal and team KPIs. Monitor and
provide feedback on a daily and weekly basis.
- Provide
performance counseling where necessary both reactively to improve
performance and proactively to foster professional development.
- Ensure
a high level of co-operation and communication between teams, among the
operation function and with all functions in the organisation e.g.
operations support team, program management, IT, and training.
- Complete
monthly individual reviews with direct reports and consultants when
necessary, covering their KPIs, hit misses and defining resulting action
items and/or personal development plan.
- Monitor
and report on all issues pertaining to the operation, escalating and
closing off all risks.
- Monitor
team activity and workload in order to identify recruitment needs and seek
approval.
- Hiring
of operations team leaders and provide guidance on recruitment to direct
reports
- Participate
in recruitment of new team members once approved and conduct “level 2”
interviews in a timely manner and in accordance with company standards.
Final recruitment subject to agreement with Human Resource Manager
- Ensure
the appropriate levels of suitably trained staff to meet service level.
- Coordinate
assignment and reassignment of team leader
- Ensure
proper applications post and approval of team leaders and allowing for
unplanned leave
- Responsible
to ensure monthly financials are in alignment with budget
- May
approve cost in accordance to internal company policy
- You
will be required to assist in the development of operational policies and
procedures.
- Improve
on where possible all operations practices whilst challenging the „status
quo‟ of the present approach
- Ensure
at all times that company procedures and policies are followed.
- Provide
& maintain a safe working environment, equipment and systems of work.
- Assist
in special projects as requested.
Qualifications,
Skills and Experience
- A
minimum of 5 years progressive working experience with a travel agency
- Good
communications skills both verbal and written
- Must
be a Russian Speaker both written and oral
- Abilities
to deal within a multicultural environment
- Advanced
knowledge of GDS system – Amadeus
- Good
understand of client customer service requirement and travel policy
- Must
have IATA or GDS training certificate
- Well
organised and can manage a team
Remuneration: An attractive salary is
on offer dependent on skills, qualifications and experience.
To
apply, send your CV in word format with a recent photograph of yourself
embedded in the top right hand corner.
Attach
an application letter demonstrating how your skills, experience and
qualifications are transferrable to the role.
All
documentation is to be emailed to info@byappointmentafrica.com, quoting the Job
Reference in the subject header of your mail.
ONLY short listed candidates will be contacted