Deputy Operations Manager – Travel Care
The role has the overall responsibility for Viking Travel Care’s Operations in Fuengirola, the day-to-day management of the service delivery, and responsible for ensuring that Travel Care team in Fuengirola from day to day deliver services of excellent quality according to agreements and contracts.
Responsibilities
Day-to-day management of the Viking Travel Care contact center (TC operations) in Fuengirola, according to Travel Care’s standard operating procedures and as instructed by Travel Assistance Operations Manager.
Ensure that TC adheres to processes and procedures and deliver high quality services according to commitments and contracts.
Ensure excellent performance of teams, and leadership that continuously build and develop high performing teams and individuals.
Guidance, support and coaching of the team leaders and supervisors.
Plan for the right resources and competences.
Recruitment, as well as on- and offboarding of staff.
Ensure a safe, secure, and legal work environment.
Participate and contribute to projects and processes aiming at development of Travel Care services, including IT development.
Regular updates to the Travel Assistance Operation Manager.
Secure customer implementation in relations to new process, services or customers.
Act as a substitute for the Travel Assistance Operation Manager during holidays and similar.
Deliverables
Overall responsible for the Travel Care Operations in Fuengirola.
Make the Travel Care strategy happen in the daily operation.
Fulfillment of SLA’s and KPI’s.
Leadership of team leaders and all Travel Care staff.
Services delivered, cases handled according to policies and agreements.
Satisfied customers, policyholders and other stakeholders.
Qualifications
Relevant higher education, preferably from one of the industries like insurance, customer relations, international topics, travel sector, health sector, law.
Long experience from Travel Assistance services.
Leadership experience from Operations / within emergency and assistance service.
Experience within service delivery of insurance products.
Knowledge of and ability to handle all types of travel insurance assistance case types.
Experience from building up services and processes in travel assistance.
Skills in building and developing teams and individuals.
Fluent in English and either a Nordic language (additional languages are a plus).
Personal traits
Good leadership skills.
Independent.
Entrepreneurial mindset.
Clear communicator and a good people manager.
Find solutions and have a flexible mindset.
Customer oriented and service minded.
Thrive in a hectic environment.
Structured and get things done.
Passion for helping people.
Employment type
Fulltime.
The position reports to the Travel Assistance Operations Manager in Spain.
Workplace
Fuengirola in Spain.
Start date
To be agreed.
If you have any questions, you are welcome to contact
Cristina F. Blanco, Operations Manager Travel Care, telephone number: +34 661 614 179 or e-mail: cristina.blanco@Vikingassistance.com