Guest & Trade Services Excutive

The Guest & Trade Services Executive delivers towards the overall operational delivery in Singapore / APAC contact centres, whilst also supporting the overall needs of the Australian region. Working closely with the GTS Manager, the primary objective is to maximise revenue generating opportunities, identify efficiencies and ensure the quality to the customer is constantly improved through effective management of our supplier and its contractual obligations as well as performance measures through KPIs and SLAs.

The role requires operational subject matter expertise ensuring each contact centre functions operations efficiently and to expected standards.

Additional responsibilities range from participating in company or supplier led projects, continuous improvement initiatives and process updates in addition to assessing training needs that have an impact on the contact centres and ensuring the deliverables are in line with each brand's strategy.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work closely with the GTS Manager to align the operational contact centre needs to each brand strategy
• Work with the outsourcing supplier & the GTS Manager in building effective working relationships with key contacts and exchange feedback
• Take responsibility in the absence of the GTS Manager to manage supplier KPIs and maximise performance and attend management meetings when necessary 
• Build effective working relationships with outsourcing supplier (Conduent) to support and promote initiatives on continuous improvements exchanging feedback and recommendations with the GTS manager
• Provide direction to outsourcing suppliers to drive process improvements through insights & implement proposed plans with minimal impact on SLA’s while promoting an enhanced guest experience
• Responsible for the planning and promoting of sales campaign launches and maintaining the supporting documentation
• Act as the Subject Matter Expert on procedural and policy expectations to all contact centre departments
• Support and monitor the implementation of new projects and processes and give direction for continuous improvement
• Assist with designing appropriate training material & coordinate when necessary, via the brands and supplier training teams and its successful transition to the contact centre
• Participate in projects and plan the roll out to contact centres Assist with management of incentives, communicating success/opportunities to the head of GTS 
• Analyse audit control reports such as company losses and evaluate for future training needs to minimise the loss
• Identify and work with suppliers to implement new work processes, and standard operational procedures (SOPs) to ensure efficient operations for call center and operations teams.

• Review and maintain the Singapore Knowledge Desk intranet webpage while ensuring quarterly audits are completed
• Assist Finance on AR SGD report, AIA Vitality & Voucher Redemption – investigate & verify with all distribution channels of the outstanding payment. Ensure correct commission is the tag to booking & prepare invoices to bill.
• Lost and Found – Co-ordinating lost and found with HQ and Customer Service team and returning items to local guests; receiving lost items which are offloaded from ship and delivered to the office
• Be available for site visits abroad and ship visits as and when there is a business need
• Responsible for processing of new user accounts by timelines required & manage account closures

     EXPERIENCE / KNOWLEDGE & SKILLS

• Proven experience in the use of Excel and PowerPoint
• Database experience desirable: Siebel, Hyperion & Emergency Manifest tool preferable
• 1-year contact centre experience
• Administrative and time management skills
• A quick and logical thinker
• Proven presentation skills
• Superior decision-making skills required, including the ability to think critically and use independent judgment 
• Ability to build solid working relationship across departments and businesses
• Knowledge of Travelbox, Amadeus, AS400, Siebel desirable

     QUALIFICATIONS

• Diploma/ Degree in any field
• Proficient in the use of Microsoft Windows and Office such as Word, Excel and PowerPoint
• Proficient in reservation tools (AS400, GUI, Espresso)