Job Summary:
- To take overall responsibility for 5-17 Lifestyle Managers who are specialists at delivering solutions to member requests.
- To maintain the member at the center of everything we do and achieve.
- To meet or beat targeted performance levels.
- To ensure your team are profitable and meet their personal targets.
- To ensure the team are delivering superb customer service and quality work while keeping LMs inspired and motivated.
- Must be able to gain respect of line reports
- Must coach LMs to successful performance
Essential Duties and Responsibilities:
Service Delivery
- To manage resource plans and rotas for your team, to be agreed well in advance. Each to be implemented and maintained accurately in order for the team to handle member’s requests effectively and avoid any gaps in coverage.
- To take responsibility for providing sufficient coverage for the wider business and not just your own team needs. Ensure sufficient coverage on weekends, evenings and bank holidays as to be maintaining 100% service delivery at all times.
- To ensure you use your judgement and personal skills to recognize the needs of providing short term support to all teams when unexpected resource or demand issues arise. Implement this support to maintain achievement of targets.
- Work with your team to meet service level agreements ensuring we deliver and aim to exceed client and member expectations.
- Work closely with IT and Finance to ensure that Lifestyle Managers receive prompt and effective support at all times for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved and Lifestyle Managers can work speedily and efficiently.
- To set measures and targets for the team that contribute to the overall business need and ensure these are communicated in a timely manner. The team should know, at the start of the month, how and what they need to perform to.
- To identify, deliver and implement changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency and sustainability.
- To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimized.
- To ensure that your individual team members are thoroughly aware of the specialists within the business to ensure that our members receive the best service from the most knowledgeable person in the requested area.
Development and Performance Management
- To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and deliver superb member satisfaction at all times. To regularly review requests managed by Lifestyle Managers, listen to calls and read communication, to assess Member Satisfaction within your team. Work closely with the Service Improvement Team to benchmark results and service levels, using the QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.
- To conduct monthly 121s, and performance reviews every 4 months for the team, identifying improvement areas and offering coaching in order to maximize performance.
- To set SMART objectives with each individual and follow through on all points agreed in order to support personal development of Lifestyle Manager.
- To support and coach Lifestyle Managers in managing their workload and homepage from day to day in the most effective way in order to deliver targeted response times and meet member expectations. Too support Lifestyle Managers with queries pertaining to their role, providing additional coaching and training to support and respond to member queries, completing requests quickly and effectively.
- To celebrate success by acknowledging and sharing reasons for success within your team and wider department. Recognize and praise your team appropriately for hard work and performance to ensure that the team feels positive, motivated and valued.
- To identify and develop high caliber performers so that they progress within Ten. To work with your line manager as to ensure Lifestyle Managers progress through the formal development programs, ensuring staff retention and effective succession planning.
- To encourage development for an individual that is timely, never holding them back because of team need.
- To ensure that all team members are aware and understand all relevant HR policies while encouraging adherence.
- To take prompt action where appropriate in relation to any one of the policies.
- To oversee pre-employment screening for new starters (by working closely with HR) to ensure this is completed within the individuals’ probation period.
Leadership
- Takes a strong lead in setting clear objectives/target for yourself and your team in order to achieve wider business strategy and goals.
- To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within your team.
- Regularly communicate through 121’s, performance reviews, team meetings/huddles, to ensure your team is kept fully up to date with key decisions, achievements and requirements affecting the team and the Ten business overall.
- To work closely with other lifestyle teams and regularly identify common issues for priority improvement to the service and benefits offered to members, maximizing the profitability of the business overall.
- Ensure that the team are working towards the business objectives, understanding the part they play in meeting them.
- Role model Ten’s values and embed them in the strategic and day to day management of the team.
- Set out the vision for the team in a way that motivates and inspires.
General Activities
- To proactively resolve problems and issues that may arise within the team and communicate headlines with your line manager. Ensure the appropriate learning’s are shared to avoid a repeat of the same situation.
- To attend and take an active part in any Team Manager Forum, sharing successes/ concerns while offering solutions where possible regarding your team. Help to understand other teams needs/issues around the business all in order to ensure a cohesive approach to meeting company targets and goals.
- Maintain accurate and timely logs of sickness and punctuality for the team completing return to work forms and self-certification form, ensuring that HR receive any sick notes.
- Ensures the Lifestyle Managers understand the standards of behavior required and adhere to them, dealing promptly and effectively if not.
Behavioral Expectations
As a manager you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented and supportive attitude, and setting high standards for yourself.
Supervisory Responsibilities:
- Understand and perform the daily, weekly, monthly and quarterly Team Manager duties independently, on time, and without direction.
- Manage the time, attendance, and performance of your team to include response times, targets, and quality of work.
- At all times, maintain a working knowledge of all programs your team support and duties your team perform.
- Maintain a sense of urgency surrounding active support of team members and team buy-in.
Requirements
Education/Experience:
- Bachelor's degree or an equivalent combination of education and experience.
Knowledge, Skills and Behaviors:
- Fluent English, both written and spoken.
- Able to communicate to members in a confident manner both verbally and via email.
- Ability to perform work accurately and thoroughly independently.
- Passion for delivering high quality personalized support.
- Well-earned and proven reputation for genuinely outstanding service to customers.
- First-hand experience with creating tailor made luxury packages for high net worth clients from start to finish.
- Sales professional with extensive experience and outstanding achievements in sales with a tour operator, travel agent or concierge travel business putting together flight inclusive travel itineraries.
- A proven track record for impeccable time management and organizational skills.
- Adaptability to an evolving business and global outlook.
- Initiative and creativity to ensure the needs of our members are met and exceeded regularly.
- Experience in handling customer escalations through to resolution.
- Ability to handle sensitive and confidential company matters with discretion.
- Sound commercial judgment with an ability to identify suppliers and negotiate benefits for our members.
- Able to prioritize various assigned tasks in order of importance.
Benefits
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
