Deputy Operations Manager Fuengirola

hace 2 días

Las Lagunas Málaga provincia, España Viking A tiempo completo

**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

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