Team Manager – Premium Travel & Lifestyle Services (HK Market)
Job Description
Team Manager – Premium Travel and Lifestyle Services (Travel & Concierge Experiences, Kuala Lumpur - HK market)
Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of Travel and concierge (lifestyle) Consultants who provide an end-to-end extraordinary customer care to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of our Premium Card Members and reaching our business goals with outstanding results.
團隊經理 – 尊尚旅遊及生活禮賓服務（香港市場）
工作地點：吉隆坡
您將如何發揮影響力？
作為尊尚旅遊及生活禮賓服務團隊的領導者，您將負責帶領及培育一支專業的旅遊及生活禮賓顧問團隊，為尊貴會員提供卓越而個人化的服務體驗。
您將透過卓越的領導能力、人才發展及團隊管理經驗，營造積極投入、高效協作及以會員為中心的工作環境，帶領團隊持續超越會員期望，並推動卓越的服務表現及業務成果。
成功的候選人將對會員服務充滿熱誠，善於啟發及激勵團隊成員，並能在瞬息萬變的環境中帶領團隊提供一致且優質的服務，為會員締造非凡的旅遊及尊尚生活體驗。
Our Team Leaders engage daily in delivering operational excellence through call center management, data analytics, monitoring the Card Member experience, and creating an engaging colleague environment. Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting TCE Operations to the broader company, and staying connected to world events that influence the travel industry.
Leaders create an engaging and successful environment to manage, lead and mentor a team of dedicated Travel and concierge (lifestyle) Consultants who provide travel and concierge (lifestyle) services to our Premium Card Members. If there’s a way to give our Card Members what they want, you’ll find it. And that means knowing how to:
Select and onboard new hires, creating a positive experience and setting them up for success
Inspire your team to achieve their goals through at an individual and team level
Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement
Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees
Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members
Ensure first-class service delivery is the main priority
Support teams and be the first de-escalation line for complaint handling
主要職責
團隊領導及人才發展
- 領導、管理及培育一支專業的旅遊及生活禮賓顧問團隊，確保團隊持續提供卓越的會員服務體驗
- 建立積極、高效及具凝聚力的團隊文化，推動員工投入度及團隊表現
- 負責團隊招聘、甄選及新員工入職培訓，協助新同事順利融入團隊並取得成功
- 透過定期輔導、績效回饋及人才發展計劃，提升團隊成員的專業能力及服務水平
- 激勵團隊於個人及團隊層面達成既定目標及關鍵績效指標（KPIs）
- 識別團隊及個人的發展機會，制定相應的發展計劃及行動方案
營運管理及服務卓越
- 確保團隊始終以提供卓越會員體驗為首要目標，並維持高水平的服務質素
- 定期監察及分析團隊績效表現，制定改善措施並推動持續優化
- 主持團隊會議及業務簡報，確保團隊掌握最新業務資訊、產品知識及服務要求
- 帶領團隊有效應對業務變化，並確保服務標準得到一致執行
- 作為團隊升級個案及會員投訴的首要處理層，妥善解決問題並維護會員關係
- 與內部持份者保持緊密合作，共同推動服務改善及業務發展
業務成果及風險管理
- 推動及監察團隊達成服務、品質及營運目標
- 運用數據分析及業務洞察，識別改善機會並制定有效行動方案
- 確保團隊遵守相關政策、程序及合規要求
- 持續推動卓越營運文化，提升團隊效率及會員滿意度
Minimum Qualifications:
Experience in a service-oriented environment
Travel or hospitality industry experience, with knowledge of a GDS reservation / Sabre booking system is a plus
Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand
A minimum of 2 years in direct leadership and/or experience in mentoring, coaching, and developing a team
Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
Strong consultative coaching skills with ability to confidently motivate and inspire a team
Demonstrates a strong premium servicing mindset, a proactive, can-do attitude, and confidence in engaging with highly demanding customers
Ability to drive and measure business results
Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
Good time management and can effectively prioritize team workloads
Excellent written and verbal communication skills
Bachelor Degree is preferred
Contact center experience a plus
Language proficiency in English and Cantonese (both verbal and written), Mandarin in a plus
This position is supporting a team of Travel & Concierge Experiences Consultants. Our hours of operation are subject to change based on Card Member and business needs. Successful candidates are required to work on shift, from Monday to Sunday.
我們正在尋找這樣的您
基本要求
- 具備服務導向環境的工作經驗，並擁有卓越客戶服務管理背景
- 具備旅遊、酒店、航空、禮賓服務或尊貴客戶服務相關經驗者優先
- 熟悉 GDS、Sabre 或其他旅遊預訂系統者將獲優先考慮
- 至少兩年或以上團隊管理經驗，並具備人才培育、績效管理及團隊發展經驗
- 對會員服務充滿熱誠，能夠有效處理複雜個案及會員關注事項
- 具備優秀的領導及顧問式輔導能力，能夠激勵及啟發團隊發揮最佳表現
- 具備高度責任感、主動性及解決問題能力，能夠自信地應對尊貴會員的高要求服務需求
- 具備推動及衡量業務成果的能力，並能透過數據分析制定改善策略
- 具備良好的分析及報告能力，熟練使用 Microsoft Excel、Word 及 PowerPoint
- 具備優秀的時間管理及組織能力，能有效管理團隊工作優先次序
- 具備卓越的人際溝通、簡報及影響力技巧
- 能夠於快節奏及不斷變化的環境中保持積極、冷靜及具韌性的工作態度
- 持有學士學位者優先考慮
- 具備會員服務中心（Member Services Centre）或客戶服務中心管理經驗者優先
- 具備優秀的英語及廣東話書寫及會話能力；能操流利普通話者將獲優先考慮
工作時間及輪班安排
本職位負責帶領尊尚旅遊及生活禮賓服務顧問團隊，為會員提供全年 24 小時、每週 7 天不間斷服務。
因此，工作時間將根據會員及業務需求安排。成功獲聘的候選人需接受輪班制度，工作日包括星期一至星期日，並按排班表工作。
加入我們的團隊
如果您熱衷於帶領高績效團隊，並致力為尊貴會員打造非凡的旅遊及尊尚生活體驗，同時希望在國際化及充滿活力的環境中發展領導事業，我們誠邀您加入我們的團隊，共同推動卓越服務文化，創造與別不同的會員體驗。
Compliance Language:
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid or onsite arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.