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Sprache : Deutsch Job Titel : Head, Customer Services
Firmendaten : IATA
Land: Switzerland
Stadt: Amsterdam
Aufgaben: * Direct a Customer Service Representative team to ensure timely and effective customer care, maximizing customer experience for all stakeholders; * Ensure compliance and manage changes to the global Standard Operating Procedure (SOP) for customer service responsibilities; * Ensure the successful on-boarding of the IATA products into the YMQ GCS operations. * Accountable for building and ensuring the stabilization of the YMQ GCS operations. * Accountable for the, operational excellence quality and the productivity targets and expectations of the IGCS at YMQ. * Responsible for the process improvement initiatives to ensure the operations eliminates unnecessary the calls and contacts. * Responsible point of contact for IATA’s YMQ Customer Service Operations. * Cooperate with the GCS Director and the rest of the department heads  into building and driving a customer centric organization; * Build and translate the global strategy into the YMQ operations and ensure effective internal and external communication, customer oriented mindset and successful cohesiveness within the different IATA Global Customer Service Teams; * Be responsible for targets and projects achievement in a highly culturally diverse environment; * Assist the GCS Director, with the rest of the Head of Departments, in managing and coordinating the office activities and initiatives; * Cooperate with the Product Leadership teams to deliver the two way SLAs. * Supports the L3 teams in understanding and delivering the case resolution timeliness turn-around times. Responsible for the employee satisfaction, training, coaching and development at YMQ GCS. * Contribute to the improvement and development of the Customer Services operation in order to bring it to a higher level, in close cooperation with the rest of key stakeholder departments; * Implement the Round the Clock GCS strategy in CS YMQ to cover global requirements for operations handled by other GDCs, and act as backup for Business Continuity scenarios. Qualifications: * University degree in a relevant discipline, advance studies would be an asset; * 15 years of relevant experience in front office departments; * Proven ability to effectively lead and manage large front office teams is a must; strong leadership  skills; * Strong CRM knowledge; * Ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background; ability to speak in public; * Initiative and ability to perform under pressure; structured, delivery-oriented approach; * Proficiency with MS Office and other IT related matters; * Fluency in English; knowledge of other languages will be an asset; * Ability to work in partnership; * Availability to travel. ------------------------- At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are: * Act with integrity and uphold our standards * Think strategically in support of the global big picture * Partner and manage to create high performing teams * Putting people first by acting with a simple human touch Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.
Erforderliche Fähigkeiten Reporting to the Director, Customer Services. the incumbent will be responsible for all Customer Services (CS) activities handled by the YMQ (Montreal), IATA Global Customer Services (GCS), leading developing and managing the CS team and coordinating the rest of the departments into developing a customer centric culture and organization.
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 Deutsch
Head, Customer Services ,
operations iata rest organization departments into different director diverse asset effectively developing front oriented handled
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Job Titel

Head, Customer Services


Sprache des Anzeigentextes

English


Job-Details
Beschäftigungsart: Nicht spezifiziert

Gehalt Nicht spezifiziert

Land: Canada

Stadt: Montreal

Aufgaben:
* Direct a Customer Service Representative team to ensure timely and effective customer care, maximizing customer experience for all stakeholders;
* Ensure compliance and manage changes to the global Standard Operating Procedure (SOP) for customer service responsibilities;
* Ensure the successful on-boarding of the IATA products into the YMQ GCS operations.
* Accountable for building and ensuring the stabilization of the YMQ GCS operations.
* Accountable for the, operational excellence quality and the productivity targets and expectations of the IGCS at YMQ.
* Responsible for the process improvement initiatives to ensure the operations eliminates unnecessary the calls and contacts.
* Responsible point of contact for IATA’s YMQ Customer Service Operations.
* Cooperate with the GCS Director and the rest of the department heads  into building and driving a customer centric organization;
* Build and translate the global strategy into the YMQ operations and ensure effective internal and external communication, customer oriented mindset and successful cohesiveness within the different IATA Global Customer Service Teams;
* Be responsible for targets and projects achievement in a highly culturally diverse environment;
* Assist the GCS Director, with the rest of the Head of Departments, in managing and coordinating the office activities and initiatives;
* Cooperate with the Product Leadership teams to deliver the two way SLAs.
* Supports the L3 teams in understanding and delivering the case resolution timeliness turn-around times.

Responsible for the employee satisfaction, training, coaching and development at YMQ GCS.

* Contribute to the improvement and development of the Customer Services operation in order to bring it to a higher level, in close cooperation with the rest of key stakeholder departments;
* Implement the Round the Clock GCS strategy in CS YMQ to cover global requirements for operations handled by other GDCs, and act as backup for Business Continuity scenarios.

Qualifications:

* University degree in a relevant discipline, advance studies would be an asset;
* 15 years of relevant experience in front office departments;
* Proven ability to effectively lead and manage large front office teams is a must; strong leadership  skills;
* Strong CRM knowledge;
* Ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background; ability to speak in public;
* Initiative and ability to perform under pressure; structured, delivery-oriented approach;
* Proficiency with MS Office and other IT related matters;
* Fluency in English; knowledge of other languages will be an asset;
* Ability to work in partnership;
* Availability to travel.

-------------------------

At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:

* Act with integrity and uphold our standards
* Think strategically in support of the global big picture
* Partner and manage to create high performing teams
* Putting people first by acting with a simple human touch

Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.

Erforderliche Fähigkeiten
Reporting to the Director, Customer Services. the incumbent will be responsible for all Customer Services (CS) activities handled by the YMQ (Montreal), IATA Global Customer Services (GCS), leading developing and managing the CS team and coordinating the rest of the departments into developing a customer centric culture and organization.


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IATA
Firmendaten
Firmenname Ansprechspartner
IATA Nicht spezifiziert
Anschrift Land:
xxxxxxx Amsterdam, Switzerland
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Webseite: E-Mail-Adresse:
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Firmenprofil
Welcome to IATA Human Capital

At IATA, we are putting our people at the centre of the business agenda. Over the past few years, the air transport industry has met several challenges. In order to ensure its success, it had to simplify the way it does business.

In that context, IATA is looking for people who:

* Can adapt quickly to a changing environment
* Are team players
* Are results-oriented
* Value excellence in customer-service

At IATA, we are working hard at providing our employees with a great working and learning environment. Here are some of our Human Capital priorities for 2007:

* Reviewing our organisational structure creatively and professionally
* Attracting, selecting and retaining the best employees
* Helping our employees go through changes by increasing our focus on management development and improving our internal communications
* Maintaining a results-driven corporate culture by directly measuring achienvements against accountabilities and behaviours.

As some of our Members and partners, we have gone through an extensive re-engineering of the ways we manage our staff.

In 2003, we introduced new staff selection process, performance assessment and rewards systems.

In 2004, we improved our structure to make IATA a well-integrated organisation by introducing the matrix model. Our goal was to facilitate cross-divisional collaboration and circulation of best practices.

In 2005, we reviewed our organisational design to reduce the number of layers and broaden the span of control. Additionally, we developed a dynamic sales organisation and culture.

In 2006, we consolidated European regional offices into one unique hub and drove staff development from simply training to focus on a leadership & learning role.

Also, in cooperation with Dr. Noel Tichy of the University of Michigan School of Business, we have successfully launched the IATA Change Leadership (ICL) and the IATA Leadership Development Programme (ILDP), which act as incubators for preparing the next generation of IATA leaders.

Additionally, the IATA Internship Programmes (IIP) allows us to attract and develop - on a worldwide basis - the best among young talents interested in joining the air transport industry.
If you share our values and are up to the challenge, please visit our Career section to find out about our job opportunities or submit your application for the Internship programme.
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