The Market Leader for the FCM Asia Hub is a key leadership role to assist the GM in the running of the FCM Hub, to drive profit, productivity, people development and overall strategic growth of the Hub. The role oversees servicing teams in all locations that are part of the Hub service configuration, including two locations in the Philippines and our main location Kuala Lumpur.
The five major components of the Hub Market Leader role include client relations, teamwork, quality outputs, productivity and long-term growth strategy. The Hub Market Leader creates succession planning for the business, mentor team members, develop business acumen, lead the operations teams contribute to the success of FCM. Given the expected growth and potential of FCMs Hubbing strategy, this is a critical role in the business and will evolve as we grow this part of our business over the next years.
The ideal candidate for this position will bring the right balance between the importance of the here and now of what Customer Operation teams need to be successful in their roles, as well as the ability to think through the long-term strategy of FCM Asia's Hubbing offering.
Key duties & responsibilities:
- Manage all Customer Operations teams part of the Hubbing service configuration.
- Drive operations performance and ensure the team is focused on collectively achieving the targets, budgets and SLAs.
- Owning the pathway of growing and building out our Hubbing strategy across the Asia region.
- Represent FCM towards external customers, i.e participate in the selling process and owning the quality of service on a client, including regular customer service reviews in collaboration with our Account Management team, as well as escalation management.
- Facilitate team meetings and client briefings.
- Ensure ongoing communication and alignment between the various service locations included in the Hub configuration (Philippines and Malaysia).
- Support, encourage and offer help to team members.
- Mentor Customer Operations Team Leaders and assist GM in development of leaders in the business.
- Assess overall productivity in Customer Operations and help to drive improvements.
- Drive customer excellence.
- Manage the Hub P&L.
- Take an active role in preparing, organizing reward and recognition at Town Halls and Buzz nights, TL meetings and conferences, and support the messages rolled out across the Area and Market.
We'd love to hear from you if you have...
- University degree, business level English.
- At least 10 years in travel industry operations environment.
- At least 3 years in team management of not less than managing a team of 5.
- Familiar with international Air/land, leisure and/or Corporate travel product and industry.
- Familiar with major GDS and other industry standard operations systems.
- Business acumen on operations management and basic knowledge on financial analysis.
- Ability to think strategically and long term, building out FCM Asia's hubbing strategy.
- People manager with good influencing and motivation skills.
- Highly discipline and process driven.
- Have continuous improvement mindset and committed to their own personal development.
- Leads by example in attitude, customer focus and service delivery.
- Willingness to contribute to people and the business.
- Passionate about FCTG (Flight Centre Travel Group) company and culture.
Are you ready to elevate your career in travel management Apply with FCM today!
FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.
By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer. In addition, our company founder strongly believes the success of our business relies on the success of our people.
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