As Chase Travel continues to expand, we have an exciting opportunity for an experienced Team Leader to join our team. We foster a diverse and collaborative culture, committed to providing meaningful growth and career advancement in a firm dedicated to opportunity, development, and mobility. We seek best-in-class talent who are passionate, entrepreneurial, and customer-focused.
As a Team Leader for high-performing luxury Travel Advisors within Chase Travel, you will leverage your leadership expertise in travel and lifestyle servicing, card servicing, affluent servicing, or the luxury/hospitality industry. You will oversee our team of Reserve Travel Designers, leading, developing, and motivating them to deliver exceptional service and drive business growth. Your deep understanding of travel customer service, strong leadership skills, and focus on customer preferences and travel consultation will be essential to elevating the customer experience and achieving business results.
Job Responsibilities:
- Lead, mentor, and inspire a team of travel designers to achieve both individual and team goals.
- Cultivate a collaborative, high-performance culture focused on continuous improvement and professional growth.
- Conduct regular performance reviews, provide actionable feedback, and identify development needs for team members.
- Develop and execute strategies to drive booking conversion, customer loyalty, and achieve high NPS/OSAT metrics.
- Analyze trends and customer feedback to identify opportunities for service improvements.
- Ensure operational goals and key performance indicators are consistently met or exceeded.
- Ensure the delivery of exceptional, personalized service to each customer.
- Resolve complex service issues proactively before they escalate.
- Oversee the timely, accurate, and comprehensive delivery of travel products and services.
- Manage daily operations, including efficient workflows, adherence to company and line-of-business policies, team schedules, and workload distribution.
- Collaborate with internal partners across training, content, knowledge management, and workforce planning to support operational excellence.
Required qualifications, capabilities, and skills:
- Demonstrated business acumen with a history of achieving business objectives and KPIs.
- Proven experience in team leadership, coaching, performance management and/or training.
- Excellent communication, interpersonal, and problem-solving skills
- Strong attention to detail and commitment to delivering exceptional customer experiences
- Skilled in conflict management and resolution, adept at handling complex customer and team issues.
- Builds strong relationships within the team and across the organization.
- Leads through change with a growth mindset and adaptability.
- Drives business results through extreme ownership and accountability for both individual and team performance.