POSITION: NAVAN PRO TEAM LEAD
REPORTING TO: NAVAN PRO OPERATIONS MANAGER
OFFICE LOCATION: HOMEWORKER
Reed & Mackay leads the global travel and event management arena with extraordinary service and
proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a
business that is always looking forwards, while ensuring that we’re everything that our clients need today. In
May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the
future of business travel.
The main role of a Team Leader is to support their Team Manager, overseeing a group of consultants
within the larger operational team. They will have the shared responsibility to ensure that the growth
ambition of R&M is met, while retaining a high degree of service focus and team spirit. Team Leaders
also support their team in an Operational capacity as well as managing their own client portfolio.
KEY RESPONSIBILITIES:
LEADING PEOPLE:
- Monitor staff performance within your allocated team, with a view to providing direction, training,
coaching and motivation to deliver agreed targets - Provide on the job coaching and mentoring to the allocated team daily and liaise with your Team
Manager as appropriate - Support New Starter inductions as directed by your Team Manager
- Organize, facilitate, and host monthly team meetings for the entire team
- Be the point of contact within your team for your Team Manager
- Ensure workload is balanced equally amongst team members and work in conjunction with your
- Team Manager to flex staff when required for the wider business
- Create a harmonious and fair working environment
- Encourage and reinforce team work ethic
- Lead by example always
- Highlight any employee performance concerns, escalating to your Team Manager
- Demonstrate R&M “Duty of care” to staff
- Instigate work handovers prior to absence
- Create a knowledge sharing attitude within the team.
OPERATIONAL EXCELLENCE:
- Manage your own full client portfolio to the highest R&M standard, demonstrating extraordinary
customer service to your team - Pro-actively build meaningful and long-lasting relationships both internally and externally
- Always exceed client’s expectation
- Identify and implement opportunity to add value to each booking
- Utilize detailed understanding of the client policy to drive compliance while maximizing
opportunity to enhance the traveler experience - Ability to apply a variety of fare types and ticketing methods, while maintaining an up-to-date
knowledge of industry innovations (e.g., airline direct connect) - Working with IFD to proactively identify cross market and local inventory differences
- Procure the best hotel rates for clients utilizing GDS and non GDS channels
- Monitor all bookings for further saving opportunities up until completion of the trip
- Maintain proficiency in relevant R&M & Navan Technology and ensure knowledge is shared and
maintained amongst the team - Demonstrate proactive thinking when providing travel solutions
- Provide cost effective solutions across all aspects of travel
- Always comply with the client policies and guidelines
- Achieve SLAs for all accounts
- Assist sales team attending prospect client meetings and benchmarking exercises
- Regular interaction with overseas colleagues
- Apply Quality Control procedures and processes in line with company and GREC requirements
COMPANY INITIATIVES:
- Maximize commercial income
- Work with Team Manager to identify areas of capacity within your area of remit
- Work with Team Manager to support all income business objectives
- Encourage compliance of company policies and procedures
- Assist and support business with internal and external audits
- Develop and support working efficiencies
- Fully support critical business continuity plan
- Responsible for assisting with compliance to Reed & Mackay’s certification programs and policies.
SKILLS & KNOWLEDGE REQUIREMENTS:
- Excellent interpersonal skills
- Deliver on personal agreed targets and objectives
- Ability to motivate and provide direction to individuals and team to achieve agreed targets
- Demonstrate ability to make effective use of resources available to complete tasks to agreed
deadlines - Sound knowledge of industry
- Knowledge of company policies, procedures, ethics, values, and vision
- Embrace new responsibilities and initiatives
- Excellent planning and organizational skills
- Solid commercial acumen
- Ability to always remain objective
- Effective listening skills
- Good at problem solving and solutions-based thinking
- Promotes a collaborative team working environment
- Instil and actively support a no blame culture
- Ability to multi-task
- Ability to communicate professionally and effectively at all levels.
Reed & Mackay is proud to be an equal-opportunity employer. We welcome applicants regardless of race,
colour, religion, sex, national origin, age, disability, citizenship, veteran status, gender identity or expression,
marital status, sexual orientation, genetics, and any other federal, state, or local protected class.