eDreams ODIGEO is one of the world’s largest online travel companies and one of the largest European e-commerce businesses. Under its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo – it offers the best deals in regular flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value for the more than 18 million customers it serves across 46 markets. eDreams ODIGEO is listed on the Spanish Stock Market.

We are looking for someone who will be the first point of contact for Outsource Partners and support achievement within a 24/7 operation. A successful candidate will provide leadership and management virtually to deliver a high level of consistent Customer Service through the monitoring and management of contractual and procedural compliance and escalating non compliance as appropriate, taking full proactive ownership for management of daily Operational and Service Delivery of Outsource business partners globally monitoring and managing daily, weekly, monthly and quarterly performance identifying areas of improvement and implementing actions for continuous improvement.

Our perfect candidate would be someone who is a customer champion and contributes positively to ensuring that every touch point via our Outsource Partners is a positive one. As a Back Office Operations Lead you need to achieve and exceed all KPI’s including, but not limited to, Customer Service Satisfaction, Quality, Productivity, Adherence, issuance rate, refunds TAT and revenue generation targets. We need someone who will also go beyond meeting the KPIs and can identify areas of opportunity and work in partnership with all related business areas to improving the standard of customer service.

Job Responsibilities:

● Manage daily operational issues, compliance and performance within the 24/7 environment
● Conduct professional interaction across all levels of the business up to Head level using the
appropriate communication style, language and tone to suit the audience. Ensure written
and verbal communication is clear, concise, and professional.
● Be culturally aware and respectful of local customs and traditions
● Support and drive achievement, identifying points of failure and take assertive action to
improve outsourced service delivery
● Lead and participate in regular reviews and account governance activities
● Resolve complaints and issues focusing on a win win solution
● Perform regular, approved site visits and identify points of failure. Provide solutions
● Provide management, development and guidance to Administration staff as allocated as
direct line report
● Protect company reputation, customer experience and take appropriate action to manage
risks and non compliance
● Manage financial risks and recovery of monies from including, but not limited to ADM, WO
and Fraud
● Escalate issues where necessary, ensure open, responsible and inclusive working
● Ensure all tools and requirements are fully functional, support and drive solutions through
appropriate processes, eg Jira
● Maintain clear records and shared folders of all reports, documents and operational KPI’s
● Challenge existing processes and proactively contribute to the development of the overall
customer experience including development/improvement of systems and procedures
● Lead by example, be a positive role model
● Promote understanding in all relative business areas and obtain buy in for change
● Work closely together on a daily basis and with the Head of Back office Operations
● Regular interaction and relationship building with, Central Team, WFM, Customer, finance,
IT, etc…
● Interaction across all areas of the business that impact service delivery at all levels

Main requirements:

● Computer literacy, Proficiency in MS Office (Word, Excel, Powerpoint) and Intranet
● Good knowledge of the reservation system Amadeus (1-3 years of experience using a GDS preferable Amadeus, knowledge of additional GDS [e.g. Galileo, etc.] is a plus)
● Experience in Travel based company with a good knowledge of travel business
● Excellent communication skills in English and given language as appropriate
● Experience in people management and leadership
● Quality focus with an attention to detail
● Assertive with the ability to work independently and to deadlines
● Good command of English (spoken and written)

Personal skills:

● Reliable, responsible and proactive with the ability to make decisions
● Motivated, flexible, and goal-oriented
● Enthusiastic with a positive attitude and team spirit
● Adaptable to change
● Excellent interpersonal skills
● Flexibility to respond to 24/7 business needs
● High attention to detail and quality focused
● Stress resistant and the ability to remain logical when dealing with challenging situations
● Analytical ability
● Ability to prioritise