Client Services Team Leader

22 hours ago

Johannesburg, South Africa Affirmative Portfolios Full time

**Operations Management**
**JHB North**
***:
**Client Services Team Leader - Sandton - R360 000pa**

**Purpose**:
To supervise, oversee, coach, mentor and support a team of Consultants to ensure that the company’s policies, procedures and quality management standards are adhered to.

**Key performance areas**:

- Operational Support
- Provide assistance and guidance to the team on all aspects of travel consultancy, including fares
- Monitor and maintain all internal processes and procedures in accordance with ISO requirements
- Monitor and maintain quality through checking team compliance to client SLA’s
- Implement appropriate client retention activities when needed
- Monitor and manage all ADM’s, PIR’s, Finance queries and refunds
- Continuously monitor and manage team Qs
- Perform daily briefs and de-briefs
- Provide support, guidance, and training to subordinate levels and new employees
- Take regular guidance from and provide high level support to Line Manager
- Constantly monitor workflow and ensure output is timeous / accurate and complete
- Continuously monitor capacity with the teams and ensure effective allocation of the accounts and workload
- Guiding and assisting all consultants within the team with problems and queries
- Ascertain training requirements
- Ensure follow through and succession planning
- Co-ordinate and conduct disciplinary processes in conjunction with the HR Department
- Support and promote change management
- Conduct quarterly performance appraisals and ensure continuous mentoring to facilitate achievement of targets
- Understand and analyse reports, to identify error trends
- Anticipate staff problems and take preventative measures
- Facilitate one on one meetings when necessary

**Qualifications, Knowledge, and Experience**:

- Grade 12
- Diploma in Travel and Tourism, GDS
- Competent in English Business Writing
- 6 years’ experience in an TMC as a Travel Consultant
- Experience in a junior management role will be an advantage
- Industry knowledge
- Budgeting
- Extensive Domestic, regional and international geographic knowledge
- Amadeus or Similar GDS experience
- Understand and articulate complex itineraries
- Overview of policies and procedures
- Understanding of what constitutes good business practice
- Understanding of service requirements with high profile customers
- Commercial and business acumen

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