Team Manager - Arabic Speaking - вакансия 15140080

Ten Group


Дата обновления: 30.10.2021

Город: Москва

Категория: Туризм, гостиничное дело

Тип занятости: Не имеет значения



Текст вакансии:


Who We Are At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members. Key Responsibilities The role and responsibilities are dependent on the Travel & Lifestyle department requirements at the time and will fluctuate based on business requirements. Responsibilities may include but are not limited to. Development and Performance Management To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job targets and deliver superb member satisfaction at all times. To regularly review quality of requests completed by Lifestyle Managers. You will be required to complete regular QA such as call listening, documentations and emails to members ensuring they are hitting and exceeding the members’ expectations. Work closely with the Quality Assurance Team to benchmark results and service levels and use the QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance. To conduct monthly appraisals and in-depth performance reviews every 4 months for the team, identifying improvement areas and offering coaching and mentoring in order to maximise performance. To set SMART objectives with each individual and follow through on all points agreed in order to support personal development of your Lifestyle Managers. To support and coach Lifestyle Managers to manage their workload and homepage from day to day in the most effective way. Focusses will also include the targeted response times for the request, meeting member expectations and to minimise their own stress and potential for errors. To support Lifestyle Managers with queries pertaining to their role, providing additional coaching and training to support to respond to member queries and completing requests quickly and effectively. To celebrate success: acknowledge and share reasons for success within your team and wider department. Recognise and praise your team appropriately for hard work and performance to ensure that the team feels positive, motivated and valued. To identify and develop high calibre performers so that they progress within Ten. To work with your line manager to ensure Lifestyle Managers progress through the formal development programmes to ensure staff retention and effective succession planning. To encourage development for an individual that is timely, they are capable and showing the correct competency. Not holding them back because of team need. To ensure that all team members are aware and understand all relevant HR policies and encourage adherence such as lateness. To follow all HR processes as outlined and seek guidance where clarification needed. To take prompt action where appropriate in relation to any one of the policies. To over-see pre-employment screening for new starters (by working closely with HR) to ensure this is completed within the individuals’ probation period. Service Delivery To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimised. To manage resource plans and rotas for your team to be agreed well in advance and are implemented and maintained accurately in order for the team to handle member’s requests effectively and avoid any gaps in coverage. Work with your team to meet service level agreements to ensure we deliver and aim to exceed to clients and members expectations. To work closely with IT and Finance to ensure that Lifestyle Managers receive prompt and effective support at all times for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved to ensure Lifestyle Managers can work speedily and efficiently To set measures and targets for the team that contribute to the overall business need and ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to. To identify, deliver and implementing changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency or sustainability Leadership Takes a strong lead in setting clear objectives/target for yourself and your team in order to achieve wider business strategy and goals. To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within your team. Regularly communicate through 121’s, performance reviews, team meetings/huddles, to ensure your team is kept fully up to date with key decisions, achievements and requirements affecting the team and the Ten business overall. Check that buy-in and support is achieved through checking individuals understanding of what is expected to ensure everyone is working towards the same goals. To work closely with other lifestyle teams and regularly identify common issues for priority improvement to the service and benefits offered to members in order to maximise the profitability of the business overall. General Activities To keep your Team Leader peer group and senior management team fully up to date on the performance of your team highlighting any issues affecting it, in order to ensure your team is maximising their performance and the member is receiving the best possible service. To proactively resolve problems and issues that may arise within the team and communicate headlines with your line manager in order to ensure the appropriate learning’s are shared to avoid a repeat of the same situation. Maximise the benefits of working effectively with the wider team such as for training, business development and with other line managers, to share ideas and best practice to avoid a potential silo effect from working with your own department in mind. Consider ideas raised to maximise their ability to translate to all teams for the good of the business. We are searching for people with following skills: Fluency in English and Arabic is required. Excellent written & oral communication is a MUST. Fluency in Arabic is mandatory. Knowledge of other languages is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill. Knowledge in Saudi Arabia and MENA/SSA regions is imperative. Extensive knowledge of corporate programs in order to assist and aid by answering any questions a Lifestyle Manager may have in line with company best practices. Knowledge of team/region/program specifics. This includes appropriate deadlines, required job sheet documentation, and member contact guidelines. Understanding of TEN’s SLAs, required response times, standard deadlines, and proper request milestones in order to assist Lifestyle Managers to appropriately document job sheets and respond to member requests. Willingness to help Lifestyle Managers with individual requests, in addition to their overall workload. Fair judgement and ability to follow Quality Assurance requirements and guidelines. Skills necessary to efficiently deal with complaints and prevent their escalation. Managing team and project budget Planning and setting goals for the team Conducting performance evaluations of employees Supporting employees with training and development activities Monitoring team performance to ensure objectives are met Upbeat and engaging Calm under pressure Able to build effective relationships across teams and specialisms Benefits you will receive: A competitive salary and performance related bonus Health Insurance after passing the probation period The environment is modern, friendly and vibrant and everybody who joins Ten has the opportunity to develop a rewarding career within an organization, which is widely considered to be one of the best in the business. To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here. Only Arabic speaking candidates who are CURRENTLY based in Moscow and have Russian Federation residency will be considered.


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