Service Manager(MJ003769)

About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

The role falls under the region of Malaysian (MY) Service which mainly provide service to English customers in all Lines of Business in Trip.com. As the service manager, you will play the critical role in the region, be overall responsible and accountable for the day to day CS operations.

Key Roles and Responsibilities

Strategy implementation

1. Implement Trip.com strategy of "Great quality and Globalization" in MY service team.
2. Continuously to improve customer experience by translating local customer voice into actions.

Service Operation and Management

1. Based on deep understanding of Trip.com all product and service, drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets.
2. Lead to support different regions' Service team and CS contact center in Trip.com Malaysia office, working closely with all stakeholders to ensure the stability and continuous improvement of the service level for our customers.
3. Work out clear and practical operation plan (annual, quarterly, monthly etc.) for service team with KPI management policy and methodology.
4. Develop effective workflow and channels with establishing and optimizing standard procedures and processes.
5. Continuously seek to improve service performance by driving all kinds of improvement projects in service team.
6. Ensure all necessary reports are true reflection of operation and available for regular business review; able to identify issues and opportunities for improvement by correct analysis and interpretation.
7. Conduct regular meetings effectively to discuss and address operation issues with stakeholders.
8. Work closely with other customer service functions to ensure that the CS contact centers are well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives.
9. Provide the insight and liaise with stakeholders in different format (e.g. reporting, business review) to timely address the issues and capture the improvement opportunities.
10. Lead and develop the operation managers with sufficient support and guidance, including supervising, coaching, performance review etc.

Team building and development

1. Establish motivational organism to maintain high team morale and drive a high level of performance.
2. Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc.
3. Develop and implement employee development plans and retention plans.

Requirements

Skills

1. Solid knowledge of contact center management tools including monitoring skills, coaching, workforce management, etc.
2. Strong leadership and people management skills including managing culturally diverse teams
3. Knowledge of employee recognition and reward practices
4. Strong conflict and problem-solving skills
5. Ability to properly manage stakeholders at all levels in driving changes and continuous improvements
6. Ability to perform duties with global vision and local insight
7. Demonstrated as integrity, accountability, professionalism
8. Excellent verbal and written English,Malay communication skills
9. COPC, PMP, 6sigma experience is preferred

Experience

1. Proven track record in driving positive performance results, employee engagement and customer satisfaction
2. Minimum of 5~8 years of contact center management experience

Work Relations

Head of Global Service / Regional Service Director / Senior Service Manager

Line manager of this role, provides support and instructions to address operation problems, conduct performance review

Operation Manager

Direct subordinate, provides real situation of operation status, team performance and projects implementation

Other Stakeholders

1. Global Operations: Workforce Management, Business Analysis, Auto Service
2. Total Quality Management: Quality Assurance, Global Training
3. Service Procedure
4. Service Project Management
5. HR in region & headquarter
6. Culture & Admin