Head of Travel Contact Center UK / Ireland

• Develop and implement the strategic vision for the contact center
• Support the organization's broader strategy through the implementation of policies and continuous improvement of operational systems processes and procedures
• Play a critical role in defining and implementing the servicing strategy for our Insurance business
• Oversee the contact center activities delegated to third parties with a clear monitoring framework
• Achieve all established servicing KPIs for all servicing channels
• Proactively identify solutions to customer and partner issues and develop and execute recommendation to resolve strategic issues
• Oversee identification and research of broken processes and pertinent client issues
• Plan and facilitate team/ organizational interactions to ensure consistent communication of customer, product, policy or procedural information
• Leverage data and analytics to influence where improvements and change is required
• Collaborate with corporate partners including other business units across the world to ensure alignment with long term vision for servicing and influence as appropriate
• Collaborate with product managers across the business to drive transformational changes in our customer experience
• Develop a highly engaged, high performing team
• Provide a great associate experience for all servicing associates across several call center teams inhouse, outsourced and offshored
• Promote strong management ethics and act as a role model for aspiring leaders
• Ensure adherence to legal, regulatory and corporate requirements
• Review Customer Outcomes regularly and ensure corrective actions are identified and implemented in due time
• Proactively identify and maintain a risk register
• Develop and maintain service-delivery plans (including budget, processes, tools) and design an approach and a plan to manage risks in the sourcing-strategy and service-delivery plans

• Master's degree in related field or combination of relevant education and work experience
• Ten (10) years' management experience in a high-volume customer-focused environment
• Ability to think strategically within a 5 year time horizon
• Demonstrated success in meeting or exceeding customer satisfaction measurements
• Experience managing complex projects, clients, partners, and cross-functional teams
• Ability to work collaboratively and influence across all levels of the organization
• Experience in budget management and financial acumen
• Prior workforce management experience is a plus

Prior workforce management experience

• Large variety of courses and targeted development programs
• International mobility and career progression
• Work Well programs
• Flexibility in planning and arranging for a better work-life balance