L2 Service Operations Team Leader

6 months ago

Kuala Lumpur, Malaysia Product and Technology Full time

**Job no**: 521650

**Brand**: Product and Technology

**Work type**: Full time

**Location**: Kuala Lumpur, Malaysia

**Categories**: Information & Technology

FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

**About the Opportunity**

The ETS (Enterprise Technology Services) Level 2 Service Operations Team Leader is responsible for overseeing the daily operations of the Level 2 Service Centre Team, managing the team, representing the team to other stakeholders, and helping to ensure that the team and its processes are constantly developing and improving. The Level 2 Service Operations Team Leader will work closely with other Leaders in the wider Service Operations Team to ensure that all ETS service teams are providing a consistent, standardised, and amazing support experience. The Level 2 Service Operations Team Leader will have effective communication and customer service skills and the ability to network and maintain relationships with other support teams.

**Key duties and responsibilities**
- Manage and develop the Level 2 Service Centre Team to meet ETS customer service standards and standard operating procedures.
- Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS
- Develop and train the Level 2 Service Centre Team and facilitating the creation of support documentation to assist with managing incidents and requests.
- Facilitate regular team stand ups, weekly business meetings, CDPs, quarterly business planning sessions.
- Report on and monitor the Level 2 Service Centre Team’s performance, as per standard operating procedures.
- Recruiting, interviewing, onboarding, and performance management of Level 2 Service Centre Team members
- Identify skills gaps and training opportunities for Level 2 team.
- Scheduling and resourcing the Service Operations Team to meet customer demand.
- Trend analysis to detect continuous improvements, automation and shift left opportunities.
- Identify, raise, and assist with Major Incidents and Problems.
- Approve changes
- Review and respond to feedback both from end users and internally within ETS.
- Act as an escalation point within region for Service Operations.
- Provide metrics based on customer access channels to help us drive our preferred channels.
- Be capable of carrying out the Level 2 Service Desk Analyst responsibilities and step in to support when needed.
- Engage with other Service Operations Team Leaders across countries and regions to ensure a consistent service is provided across all ETS services.
- Engage with Project Management team to ensure the Level 2 team are kept up to date of any future projects.
- Be available outside of standard business hours to be able to collaborate as part of our global business.

**We’d love to hear from you if you have...**
- Minimum 5 years experience working within a technology support context
- Minimum 2 years experience working as a leader or manager within a technology support context
- Broad understanding of Flight Centre’s full technology offering
- Specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE).
- Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
- Travel Industry experience would be desirable
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for service operations and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to advocate for resources, support, and appreciation for service operations.
- A complete understanding of the organisation’s business.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modelling and leadership.

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to

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