About the team you are joining
You will report to the Head of the IATA Customer Service Center based in Singapore and lead a high-performing team responsible for delivering outstanding service to IATA's customers-including airlines, travel and cargo agents, and third-party stakeholders-across the Asia & Pacific Region.
You'll be joining a dynamic, fast paced, and multicultural environment where operational excellence and customer satisfaction are top priorities. Your role will focus on Leading and developing a team to ensure consistent, high-quality service delivery, managing and monitoring day-to-day operations, driving continuous improvement initiatives and collaborating closely with internal and external stakeholders to resolve issues.
Success in this role requires strong leadership, excellent communication skills, and a proven ability to manage customer service operations and teams.
What your day would be like
- Lead Lead a culturally diverse team of Customer Service Representatives to consistently deliver timely, high-quality support that meets global performance standards and departmental objectives. Playing a key role in enhancing IATA's customer experience and contributing to revenue growth.
- Lead the Regional Differentiated Service Model (DSM) to deliver personalized, white-glove service to our top 30 Airlines and GoGlobal agents.
- Plan daily and yearly capacity needs and ensure sufficient coverage across service channels and languages.
- Oversee the E&F debt collection team responsible for collecting over USD 200 million annually, providing strategic support to ensure targets are consistently met and exceeded.
- Support and monitor BPO team operations, ensuring alignment with IATA's standards and performance goals.
- Ensure adherence to global Standard Operating Procedures (SOPs) for customer service and escalate to Operational excellence any change request.
- Oversee onboarding and integration of IATA products and services or any changes/developments to a CSC supported Product & Services into the Customer Service Center ensuring CSC readiness.
- Coordinate Business Continuity and Audit requirements with the Customer Experience team.
- Monitor service quality through case and call reviews, driving operational excellence.
- Manage key accounts and stakeholder relationships. Liaising with internal department management to resolve escalations and issues, share operational updates, represent customer feedback, & escalate improvement opportunities.
- Recruit, mentor, and develop team members, fostering a culture of empowerment and growth.
- Track and monitor team performance and ensure achievement of targets.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency, and support any company-wide, departmental projects, acting as a process and project champion.
- Perform additional tasks as assigned by the Head of the Global Customer Service Center.
We would love to hear from you if
- You have a university degree in a relevant discipline, advance studies would be an asset.
- 7-10 years of experience in customer service and sales, preferably within international organizations.
- Proven ability to lead and motivate culturally diverse Customer Service and Sales professionals.
- Strong leadership and interpersonal skills, with effective communication across all levels and backgrounds.
- Strong analytical and reporting skills, with the ability to interpret data trends and generate forecasts.
- Proactive problem-solving mindset and results-driven approach.
- Ability to thrive as a team leader in a fast-paced, multicultural environment while meeting deadlines and productivity goals.
- Proficiency in SAP, Salesforce CRM, and Microsoft tools (Excel, PowerPoint, Power BI, Outlook, SharePoint).
- Flexibility to work evening shifts, weekends and bank holidays as needed.
- Alignment with IATA's corporate values.
