Manager, Travel Services

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. 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.

• Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings • Have an in depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions • Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent • Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions • Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback • 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. • Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role • Partner with all cross functional teams to address agent errors and learning needs and suggest ways to improve consultant performance. • Manage any escalations and customer communication and own all customer issues through to completion • Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results. • Work with Operations & Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics. • Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings. • Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles. • Support in consultant recruitment and new starter inductions to ensure team consistency. • Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary. • Monitor and identify processes or procedures impacting team productivity • Cascade travel industry updates and changes to your team with confidence and knowledge • Successful completion of all training requirements