Deputy Travel Assistance Operations Manager – Travel Care
Viking is soon opening a new office location in Fuengirola, Málaga, and we are looking for a manager to oversee our Travel Care operations on site.
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 the Travel Care team in Fuengirola delivers services of excellent quality according to agreements and contracts.
The role reports to the Travel Assistance Operations Manager.
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 the Travel Assistance Operations Manager.
* Ensure that TC adheres to processes and procedures and delivers 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 the development of Travel Care services, including IT development.
* Regular updates to the Travel Assistance Operations Manager.
* Secure customer implementation in relation to new processes, services, or customers.
* Act as a substitute for the Travel Assistance Operations 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 a Nordic language and English (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.
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