Team Lead, Processes

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, from search and selection to trip and beyond. 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 2300 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.

Location: Mumbai

Job Purpose

The Process team within the Customer Services Department is a highly important function for smooth business operations in our highly dynamic industry. Process Team owns all the  end to end customer facing processes within Customer services as well as internal cross departmental alignment. (CS vs any Department)

The main responsibility of the Process Team Leader will be to ensure quality and timely results in accordance with the team’s KPIs and pipeline. To achieve targets, the team leader needs to motivate and inspire their team members, set high-performance standards, validate efforts/contributions, and ensure efficient interaction with SMEs from other departments and within the team. A successful Team Leader needs to lead in alignment with company values, distribute information to all layers, and steer the team in the right direction. The role will be responsible for ensuring the smooth daily operations of their team.

Duties and Responsibilities

• Responsible for team’s deliverables & their quality, KPIs & pipelining
• Coaching of Process Specialists to effectively deliver their responsibilities
• Challenge the status quo
• Ensure that all Customer Facing Processes are mapped out, posted and kept updated in our internal knowledge database tool
• Cascade important organizational information you might have received from stakeholders & upper management
• Identify bottlenecks, low hanging fruits, areas for improvement & address them with Organization’s Stakeholders to conduct a plan to overcome the issue we face
• Usage of data to support the decision making process
• Participation in business-as-usual or strategic projects connected to area of responsibility

Requirements

• At least one of the below:
• Previous working experience within Flight Travel Industry
• Previous working experience with Six Sigma (6σ) or any other Process optimization techniques
• At least 2 years of working experience as a people’s Manager/Team leader, preferably in quality assurance or any relevant field with process-improvement responsibilities
• Excellent knowledge of English
• Excellent organizational skills and high attention to detail
• Ability to follow a methodology and enhance as we develop as an organization
• Strong critical thinking and curiosity for solving complex problems
• Strong communication and cross departmental cooperation skills as well as customer oriented mindset
• Competent to work in a high-dynamic environment with conflicting priorities
• High Sense of urgency and accountability skills