HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION:
Purpose:
- Lead QC mitigation team to ensure an efficient organization
- Control QC mitigation processes to ensure quick and high quality case management
- Provide support to the QC mitigation tasks, including Loss Negotiation & Booking amendments, to minimize company losses & litigations
- Provide proper visibility on demand and capacity
- KPI´s:
- Number of direct reports (FTEs): 7 (3 TLs+4 agents)
- Geographical reach: Worldwide
- Target: Reduce the Loss Ratio (Losses/TTV)
Accountabilities & Weighting:
Manage Mitigation queues - 40%
Manage priorities to ensure Mitigation’s SLA is accomplished – 15%
Ensure all processes in place are properly followed by all the team – 15%
Second point of escalation for Mitigation cases (1st point is the Team Leader) – 20%
Team Management duties – 10%
Challenges:
High time pressure and efficiency as result of high workload
Coordinate the resources to ensure quick and high quality replies
Ensure a proper prioritization to be focused on more relevant losses
Manage the complexity of different systems
Manage the escalations from other departments
Manage the relationship with our internal partners and external stakeholders
Work with diverse teams & cultures across all the regions
Support a culture of improvement and high performance
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
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Within an innovative, engaging and multicultural environment.
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Have the opportunity to build strong and lasting business relationships and friendships from around the world.
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Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
What We Do
Hotelbeds are global leaders in the TravelTech space, connecting and empowering businesses by facilitating bridges in the ever-changing and expanding travel ecosystem. Our cloud-based technology platforms offer fast and simple access to a global network of travel products, from accommodation to ancillaries and payments, while rich data and intelligence helps to generate demand. By operating exclusively in the B2B arena, we are uniquely placed to drive growth for our partners without competing for the end customer. Our teams of 3000+ experts on the ground provide local expertise and support to boost trading even further, even in the most hard-to-reach spaces. Our unique blend of technology, data and passionate people serves as a catalyst for B2B travel players aiming to unlock their full potential.
