Customer Support Global Process Leader
FCM Travel is a global travel management company with substantial growth plans looking for someone who succeeds in a dynamic, fast-paced, high-energy, high-motivation environment.
Due to growth, we have an excellent opportunity for an experienced Customer Support Global Process Leader.
The Customer Support Global Process Lead is the SME responsible for driving a consistent process across all realms of Customer Support.
This role is a new and critical addition to the FCM business, with the customer experience being integral to FCM’s retention and growth strategies.
The successful applicant comes with a strong background in business process improvement and experience in process improvement methodologies (Six Sigma DMAIC, Lean) and will be empowered to design and drive the global One Best Way standardization of processes, systems and platforms used by FCM’s Regional Support teams that support customer facing products and services, including:
FCM Platform
OBT (Concur & Cytric)
HUB
Approve Plus
Clientbank / Reporting
The role will have two reporting lines – into the Global Corporate Support Leader to ensure harmonization with broader FCTG Corporate strategy, and into the FCM Global Head of Operations to gain close proximity to key stakeholder groups within the FCM brand (both internal and external).
Accountabilities
Identify the gaps and improvement opportunities across the Customer Support Process
Design a global standard workflow for all Customer Support teams to adhere to
Work with Regional Support Leaders and key stakeholders to ensure buy-in on process changes and improvements
Document any new business processes related to root cause fixes and ensure alignment across stakeholder groups
Document and project ROI, efficiency gains and CSAT improvement in relation to improved process
Able to work and collaborate with teams to ensure new processes and standards are executed within each location/market/region
Oversee and deliver improvement for all tactical and strategic activities, construct and communicate a roadmap of incremental improvements of processes and platforms
Work with markets to improve adoption of new processes and standards
Continue to identify areas of improvement for Customer Support
Advocate for ongoing functional evolution from an internal and external perspective, and work with leaders to build business cases
Document business cases for further investment as and where required
Line up wider FCM strategic objectives with Customer Support initiatives
Competencies
Fosters open communication and information sharing
Listens actively and seeks to understand
Builds effective relationships and can tailor communication to audience
Presents ideas and concepts logically
Can simplify complex technical information and make it digestible for business leaders and decision makers
Comfortable with FCM Corporate Technology products and systems – Agentport, Clientbank
Sound knowledge of GDS principles (Sabre & Amadeus)
Understands how to specify, read, and interpret raw data reports, and draw effective conclusions with root cause hypothesis
Understands key business drivers for the area and contributes to successWorks with a ‘kaizen’ (focus on continuous improvement) mindset
Can identify root cause issues and think beyond tactical solutions / band-aid fixes to solve deeper problems
Will deliver iterative improvements to processes vs seeking perfection
Focused on continuous, ongoing improvement opportunities within the business
Able to embrace and lead people through change
Adept at running and overseeing large internal projects and initiatives across wide stakeholder groups
Lean, Six Sigma or DMAIC qualified (desired)
Takes ownership for successes and failures
Demonstrates a belief in FCTG philosophies and values
Exhibits a passion for their business and company
Encourages a sense of enjoyment in the workplace
Identifies and understands issues, problems and opportunities
Compares data from different sources to draw conclusions
Takes actions that are consistent with available facts, constraints, and probable consequences
Benefits Include:
Generous remuneration structure
Travel perks/discounts, Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits include vision, medical, and dental
Employee Assistance Program
401K program
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
If this sounds like the opportunity you have been waiting for and you would like to be part of our award-winning culture then APPLY NOW.
Travel is booming once again, and our roles are being filled quicker than a nonstop from London to New York. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
#LI-REMOTELocation – Remote, USA
This position may be performed remotely anywhere within the United States except the State of Colorado
** Please advise your leader prior to applying **
Flight Centre will follow all state and federal guidelines relating to vaccine mandates in the workforce. In addition, customer-facing roles (such as account management) and those that require travel between US States or across international borders will require the employee to be fully vaccinated
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact [email protected] if you need any assistance.