Navan Premier Team Lead

REPORTING TO: OPERATIONS MANAGER JOB PURPOSE: The main role of a Team Leader is to support their Team Manager, overseeing a small group of consultants within the larger team. They will have the shared responsibility to ensure that the growth ambition of Navan Premier is met, whilst retaining a high degree of service focus and team spirit. Team Leaders also support their team in an Operational capacity as well as managing their own client portfolio. PRINCINPLE RESPOSIBILITIES: Leading People Monitor staff performance within your allocated team (in line with the Team Manager), with a view to providing direction, training, coaching and motivation to deliver agreed targets Provide on the job advice, guidance and support to the allocated team daily and liaise with Team Manager as appropriate Support in New Starter inductions as directed by the Team Manager Support, organise and/or be available to host monthly team meetings in the Team Manager’s absence To become point of contact within your team for the Heads of Operations Ensure workload is balanced equally amongst team members and work in conjunction with the Team Manager Create a harmonious and fair working environment Encourage and reinforce team work ethic Always leading by example Highlight any employee performance concerns, escalating to the Team Manager Demonstrate Navan Premier “Duty of care” to staff Instigate work handovers prior to absence Create a knowledge sharing attitude within the team Operational expectation Manage your own full client portfolio to the highest Navan Premier standard, demonstrating extraordinary customer service to your team Pro-actively build meaningful and long-lasting relationships both internally and externally Always exceed client’s expectation Identify and implement opportunity to add value to each booking Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date knowledge of industry innovations (e.g. airline direct connect) Working with IFD to proactively identify cross market and local inventory differences Procure the best hotel rates for clients utilising GDS and non GDS channels Monitor all bookings for further saving opportunities up until completion of the trip To be proficient in all Navan Premier Technology and to ensure knowledge is shared and maintained amongst the team To be responsible for the delivery of UK rail reservations and to advise clients on best practice utilising Navan Premier technology. To oversee the client experience by utilising mixed mode booking tools and to provide 1 st line product support for both platform and off-platform bookings Demonstrate proactive thinking when providing travel solutions Able to provide cost effective solutions across all aspects of travel To comply with the client policies and guidelines at all times Achieve SLAs for all accounts Assist with Navan Premier demos as appropriate Assist sales team attending prospect client meetings and benchmarking exercises Regular interaction with overseas colleagues Apply Quality Control procedures and processes in line with company requirements Client liaison Encourage new client referrals Regularly monitor and identify any client processes and procedures impacting productivity within the team, reporting back to the Team Manager To identify and escalate client feedback for the team in conjunction with the Team Manager Company Initiatives Maximise commercial income Work with Team Manager to identify areas of capacity within your area of remit Work with Team Manager to support all income business objectives Encourage compliance of company policies and procedures Assist and support business with internal and external audits Develop and support working efficiencies Always fully support critical business continuity plan Support Out of Hours and IMU teams Competencies, Knowledge and Experience Excellent interpersonal skills Deliver on personal agreed targets and objectives Ability to motivate and provide direction to individuals and team to achieve agreed targets Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines Sound knowledge of industry Knowledge of company policies, procedures, ethics, values and vision To embrace new responsibilities and initiatives Excellent planning and organisational skills Solid commercial acumen Ability to always remain objective Effective listening skills Good at problem solving and solutions-based thinking Promotes a collaborative team working environment Instils a no blame culture Ability to multi-task Ability to communicate professionally and effectively at all levels