Team Lead, Processes

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2300 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

Job Purpose:

The Process team within the Customer Services Department is a highly important function for smooth business operations in our highly dynamic industry. Process Team owns all the end to end customer facing processes within Customer services as well as internal cross departmental alignment. (CS vs any Department). The main responsibility of the Process Team Leader will be to ensure quality and timely results in accordance with the team’s KPIs and pipeline. To achieve targets, the team leader needs to motivate and inspire their team members, set high-performance standards, validate efforts/contributions, and ensure efficient interaction with SMEs from other departments and within the team. A successful Team Leader needs to lead in alignment with company values, distribute information to all layers, and steer the team in the right direction. The role will be responsible for ensuring the smooth daily operations of their team.

Duties & Responsibilities:

Responsible for team’s deliverables & their quality, KPIs & pipelining

Coaching of Process Specialists to effectively deliver their responsibilities

Challenge the status quo

Ensure that all Customer Facing Processes are mapped out, posted and kept updated in our internal knowledge database tool

Cascade important organizational information you might have received from stakeholders & upper management

Identify bottlenecks, low hanging fruits, areas for improvement & address them with Organization’s Stakeholders to conduct a plan to overcome the issue we face

Usage of data to support the decision making process

Participation in business-as-usual or strategic projects connected to area of responsibility

Requirements:

At least one of the below:

Previous working experience within the Flight Travel Industry (GDS)

Previous working experience with Six Sigma (6σ) or any other Process optimization techniques

At least 2 years of working experience as a people’s Manager/Team leader, preferably in quality assurance or any relevant field with process-improvement responsibilities

Excellent knowledge of English

Excellent organizational skills and high attention to detail

Ability to follow a methodology and enhance as we develop as an organization

Strong critical thinking and curiosity for solving complex problems

Strong communication and cross-departmental cooperation skills as well as customer-oriented mindset

Competent to work in a high-dynamic environment with conflicting priorities

High Sense of urgency and accountability skills

Diversity disclaimer:

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.