Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2400 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.
With the Greek office being one of the largest, hosting around 580 employees working from the center of Athens for the rest of the world.
Join us and start as Payouts Manager in the Payouts team within Customer Services!
Position Summary
The role of the ETG Payouts Manager is to ensure qualitative results in a timely manner, in accordance with the targets and SLAs set. To do that, the Payouts Manager should be able to motivate and inspire the teams, set high standards, monitor the progress of them and above all, interact with the teams on a daily basis and create an environment of open trust and communication. It is essential that a successful Manager will lead in alignment with the company’s strategy and values, make sure that information will be spread out to all necessary layers and steer the teams to the right direction.
This position reports to the Payouts Senior Manager and is based in Athens.
Responsibilities
- Create an environment based on trust, open communication, creative thinking, and cohesive team effort.
- Understand current customer needs and ensure that there are strategies, processes and initiatives to satisfy them.
- Staying ahead of the game and ensuring that plans for the future are clearly labeled out for everyone to follow.
- Lead automation initiatives that will help us scale up.
- Work in cooperation with the Workforce Management Department to forecast volumes & predict incremental FTE requirements.
- Ensure the Team is reaching the Quality target.
- Clearly set & communicate targets. Use data to monitor & measure the teams’ performance.
- Engage the team in strategic brainstorming with the aim to increase FCR and CSAT.
- Identify areas that could be better and come forward with proposals on how we can improve.
- Ensure clarity around priorities and goals based on the organization’s objectives.
- Mentor and coach your direct reports. Build a strong organization.
- Invest in developing the analytical thinking skill within the team to make data driven decisions.
- Intervene when necessary to help the team in resolving issues.
- Support Team Leads’ personal development/career path.
- Recognize and celebrate both team and team member accomplishments/exceptional performance.
- Be open to manage & embrace change and work under pressure.
Requirements
- At least 3 years of similar working experience, preferably in the Airline/Travel Industry.
- Excellent written and verbal communication skills in English.
- Experience working with KPIs and deadlines.
- Out of the box thinking - Playing to win attitude.
- Experience in coaching or/and people management.
- Computer skills including advanced Excel.
- Used to working in a highly dynamic environment with high complexity.
- Structured and organized. Knows how to prioritize high impact and value-adding activities.
- Self-driven, eager to deliver high impact initiatives.
Benefits
We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:
- Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
- Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
- Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
- Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
- Team activities - We also like to schedule company/department/team activities and events outside the office space!
- Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.
*If interested, please send your CV in English*
Diversity disclaimer: At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.
