Operations Team Leader

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large.
Our wide portfolio of products and solutions is built on 100+ years of destination management experience.
Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions.
Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Role

Our Destination Management services form the core of our business. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free.

As the “Operations Team Leader”, you'll be responsible for the smooth running of the respective Inbound services operations team. This role involves supervising, managing, and monitoring team workloads, assisting with training and making sure Operations team members perform efficiently their tasks and achieve all deadlines set.

Key Responsibilities

• Supervise all operations related activities, ensure that resources are managed effectively and efficiently.

• Responsible to ensure all guidelines, processes, system, and SLA´s are strictly adhered to.

• Responsible for processes, policies, strategies, and deadlines being timely introduced to team members and followed by them.

• Responsible planning resources, control of attendance and working hours.

• Responsible to fully handle tours with the focus onto complex and incentive tours when required.

• Overall responsibility of revenue (BIS control on tour level), ensuring the operations team checks all the system on regular basis.

• Oversee internal in-trays and make sure that information is both acknowledged and replied to within deadlines.

• Supporting team members with their daily questions, problems, negotiations

• Conduct team and 1-2-1 meetings on regular basis.

• Provide regular reporting, update and feedback on team performance and problematic areas to Deputy Country Manager

• Ongoing analysis and feedback of supplier performance