Senior Operations Manager page is loaded Senior Operations Manager Apply remote type Hybrid locations LON - London time type Full time posted on Posted 6 Days Ago job requisition id R-35382 Who Are We? Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it. Job Category Operations Target Openings 1 What Is the Opportunity? We are recruiting for a Senior Operations Manager to join our team based in London. Reporting to the Head of Operations you will provide leadership, guidance, and direction to TRV Europe London Market Operations function and will be responsible for leading, shaping and delivering all Operations support for the Travelers Europe London Market (Lloyd's and Company Market) Underwriting teams (across all relevant business units) and our external London Market and Enterprise stakeholders. You will help to implement the Europe Operations strategy and provides input into the Europe Operating model and strategy, working in support of the Head of Operations, Europe and in partnership with the other members of the TRV Europe Operations leadership team. Travelers Europe currently offers flexibility to employees who wish to work on a hybrid basis in accordance with our Hybrid Work Arrangements Policy. This entails full time employees working three days a week in the office and two days at home (or pro rata for part-time employees). This policy may be changed at the Company's discretion. This role is eligible for a new joiner bonus. If you are successfully referred by an employee at Travelers Europe, both you and the person who referred you could be eligible for a bonus. What Will You Do? Overall management and oversight of the TRV Europe London Market Operations ensuring processes are efficient, optimally support business needs and key initiatives, and the successful execution of the operational activity across London Market business. Develop and maintain strong working relationships with the TRV Europe London Market Underwriting Management (all relevant business units) and wider Underwriting community, Senior Management, and all external customers. Represent Operations at TRV Europe London Market Underwriting Leadership meetings (across all relevant business units) and providing management updates on London Market Operations progress, plans and any changes to the TRV Europe London Markets Underwriting teams (across all relevant business units). Deliver operational efficiencies within the TRV Europe London Market business by driving process improvement and associated change management activities. Develop key process solutions and documentation to support Travelers Europe London Markets underwriting business (across all relevant business units) and other related business functions with timely data capture and process of related technical account transactions. Maintain robust processes and procedures to support the Lloyd's Minimum standards - work with Compliance and Risk to ensure that operationally effective controls are in place and managing action plans to address any compliance gaps with the Lloyd's Regulatory requirements. Monitor the day-to-day operational performance of TRV Europe London Market Operations and partner with other Europe Operations functions to ensure that the agreed service levels (including quality, timeliness, and productivity) are achieved. Identify new opportunities to move activity to the offshore team and partner with other Europe Operations functions deliver these within the timelines agreed. Partner with other Europe Operations functions or TRV teams to produce standardised operational reports, management information and other statistical data and analysis as required by London Market Underwriting teams to manage their business unit's operational performance. Streamline approach to gain consistency in reviewing/reporting productivity data across all business area for key metrics. Evaluate customer satisfaction and operations metrics to manage the team effectively and successfully execute agreed corrective actions, as necessary. Partner with other Europe Operations functions to ensure that the agreed service levels are achieved (including quality, timeliness, productivity, and customer experience). With account management team function as 1st line of support for all core business systems issues within TRV Europe London Market Underwriting (across all relevant business units). Responsible for developing and mentoring direct reports in the TRV Europe London Market Operations function. Provide coaching and support in learning and development to ensure direct reports and wider TRV Europe London Market Operations team are well motivated, and each have a clear career pathway. Ensure all members of the TRV Europe London Market Operations team are well equipped to meet their goals - regularly reporting on training standards, delivery, and progression of individuals in the team. Ensure there is effective communication across the team with regards to training and resolves issues and provides guidance where needed. Ensure robust and timely training within TRV Europe London Market Operations for new processes or procedures to ensure it meets all its operational goals. Proactively foster an inclusive environment that encourages employee participation, teamwork, and open communication to develop a highly engaged workforce. Assist the Head of Operations to maintain the Europe Operations business continuity plan (BCP), ensuring that any documentation required by the plan is regularly updated on the Disaster Recovery Database and that plans are circulated to all unit staff and are fully understood. Be Committed, Be Connected, Be Creative and Be Energised - these are the values we are passionate about. Understanding and embracing our values will shape your success and contribute to making Travelers Europe a great place to work. To be successful, you will need to consistently deliver a great experience in every customer contact; connect with the right partners internally to find creative solutions to problems; be a role model; and consistently deliver on your commitments. What Will Our Ideal Candidate Have? You will preferably have: Excellent stakeholder management, communication, and leadership skills. Demonstrable experience of building and leading highly engaged Operations teams. Excellent coaching, mentoring and facilitation skills. Demonstrable experience and understanding of process Improvement initiatives using standard change management and process improvement methodologies (such as lean). Strong communication (written and verbal), influencing, negotiating, listening and people skills to effectively. Ability to think strategically. Ability to navigate the organisation, working collaboratively with other Business functions. Develop/maintain productive internal and external relationships. Ability to make sound decisions and recommendations with appropriate decision basis. Provides new ideas for improving operational efficiencies with a strong understanding of process improvement. Consistently meeting customer expectations. Reflects a high level of ownership in completing all tasks while working independently as well as in a team environment. Must be well organised, delivery focused and able to use their own initiative. Demonstrated ability to build strong relationships with diverse groups of people at all levels. A strong aptitude for gaining stakeholder support and communicating effectively with Senior Leaders. Successfully collaborated within team and throughout the organisation to bring desired results. Proven you can navigate the organisation to ensure issues are resolved appropriately. Consistently seek out market insight and use knowledge to assist in the process improvements for all Business functions. Be a strategic / creative thinker and decision maker. Have excellent stakeholder management, communication, and leadership skills. Be an excellent coach with strong mentoring and facilitation skills. Demonstrate operational skills necessary to deliver established business plans. Be highly organised, delivery focused and work under your own initiative. Hold the ability to navigate a matrix organisation, working collaboratively with other Business functions. What is a Must Have? Proven experience in the Insurance Industry. Extensive experience of London Market insurance (Lloyd's and Company Market) is required. To be considered for this role you must have had experience in a similar role within the London Insurance Market. Proven experience collaborating with multiple stakeholders. Ability to challenge the business to drive efficiencies. Previous experience of leading teams and matrix management. Experience of delivering skills and knowledge training. University degree preferred. Relevant insurance industry professional qualification preferred (e.g., ACII). Project management training and professional qualification preferred. Change management training and professional qualification preferred. . click apply for full job details
Apr 02, 2024
Full time
Senior Operations Manager page is loaded Senior Operations Manager Apply remote type Hybrid locations LON - London time type Full time posted on Posted 6 Days Ago job requisition id R-35382 Who Are We? Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it. Job Category Operations Target Openings 1 What Is the Opportunity? We are recruiting for a Senior Operations Manager to join our team based in London. Reporting to the Head of Operations you will provide leadership, guidance, and direction to TRV Europe London Market Operations function and will be responsible for leading, shaping and delivering all Operations support for the Travelers Europe London Market (Lloyd's and Company Market) Underwriting teams (across all relevant business units) and our external London Market and Enterprise stakeholders. You will help to implement the Europe Operations strategy and provides input into the Europe Operating model and strategy, working in support of the Head of Operations, Europe and in partnership with the other members of the TRV Europe Operations leadership team. Travelers Europe currently offers flexibility to employees who wish to work on a hybrid basis in accordance with our Hybrid Work Arrangements Policy. This entails full time employees working three days a week in the office and two days at home (or pro rata for part-time employees). This policy may be changed at the Company's discretion. This role is eligible for a new joiner bonus. If you are successfully referred by an employee at Travelers Europe, both you and the person who referred you could be eligible for a bonus. What Will You Do? Overall management and oversight of the TRV Europe London Market Operations ensuring processes are efficient, optimally support business needs and key initiatives, and the successful execution of the operational activity across London Market business. Develop and maintain strong working relationships with the TRV Europe London Market Underwriting Management (all relevant business units) and wider Underwriting community, Senior Management, and all external customers. Represent Operations at TRV Europe London Market Underwriting Leadership meetings (across all relevant business units) and providing management updates on London Market Operations progress, plans and any changes to the TRV Europe London Markets Underwriting teams (across all relevant business units). Deliver operational efficiencies within the TRV Europe London Market business by driving process improvement and associated change management activities. Develop key process solutions and documentation to support Travelers Europe London Markets underwriting business (across all relevant business units) and other related business functions with timely data capture and process of related technical account transactions. Maintain robust processes and procedures to support the Lloyd's Minimum standards - work with Compliance and Risk to ensure that operationally effective controls are in place and managing action plans to address any compliance gaps with the Lloyd's Regulatory requirements. Monitor the day-to-day operational performance of TRV Europe London Market Operations and partner with other Europe Operations functions to ensure that the agreed service levels (including quality, timeliness, and productivity) are achieved. Identify new opportunities to move activity to the offshore team and partner with other Europe Operations functions deliver these within the timelines agreed. Partner with other Europe Operations functions or TRV teams to produce standardised operational reports, management information and other statistical data and analysis as required by London Market Underwriting teams to manage their business unit's operational performance. Streamline approach to gain consistency in reviewing/reporting productivity data across all business area for key metrics. Evaluate customer satisfaction and operations metrics to manage the team effectively and successfully execute agreed corrective actions, as necessary. Partner with other Europe Operations functions to ensure that the agreed service levels are achieved (including quality, timeliness, productivity, and customer experience). With account management team function as 1st line of support for all core business systems issues within TRV Europe London Market Underwriting (across all relevant business units). Responsible for developing and mentoring direct reports in the TRV Europe London Market Operations function. Provide coaching and support in learning and development to ensure direct reports and wider TRV Europe London Market Operations team are well motivated, and each have a clear career pathway. Ensure all members of the TRV Europe London Market Operations team are well equipped to meet their goals - regularly reporting on training standards, delivery, and progression of individuals in the team. Ensure there is effective communication across the team with regards to training and resolves issues and provides guidance where needed. Ensure robust and timely training within TRV Europe London Market Operations for new processes or procedures to ensure it meets all its operational goals. Proactively foster an inclusive environment that encourages employee participation, teamwork, and open communication to develop a highly engaged workforce. Assist the Head of Operations to maintain the Europe Operations business continuity plan (BCP), ensuring that any documentation required by the plan is regularly updated on the Disaster Recovery Database and that plans are circulated to all unit staff and are fully understood. Be Committed, Be Connected, Be Creative and Be Energised - these are the values we are passionate about. Understanding and embracing our values will shape your success and contribute to making Travelers Europe a great place to work. To be successful, you will need to consistently deliver a great experience in every customer contact; connect with the right partners internally to find creative solutions to problems; be a role model; and consistently deliver on your commitments. What Will Our Ideal Candidate Have? You will preferably have: Excellent stakeholder management, communication, and leadership skills. Demonstrable experience of building and leading highly engaged Operations teams. Excellent coaching, mentoring and facilitation skills. Demonstrable experience and understanding of process Improvement initiatives using standard change management and process improvement methodologies (such as lean). Strong communication (written and verbal), influencing, negotiating, listening and people skills to effectively. Ability to think strategically. Ability to navigate the organisation, working collaboratively with other Business functions. Develop/maintain productive internal and external relationships. Ability to make sound decisions and recommendations with appropriate decision basis. Provides new ideas for improving operational efficiencies with a strong understanding of process improvement. Consistently meeting customer expectations. Reflects a high level of ownership in completing all tasks while working independently as well as in a team environment. Must be well organised, delivery focused and able to use their own initiative. Demonstrated ability to build strong relationships with diverse groups of people at all levels. A strong aptitude for gaining stakeholder support and communicating effectively with Senior Leaders. Successfully collaborated within team and throughout the organisation to bring desired results. Proven you can navigate the organisation to ensure issues are resolved appropriately. Consistently seek out market insight and use knowledge to assist in the process improvements for all Business functions. Be a strategic / creative thinker and decision maker. Have excellent stakeholder management, communication, and leadership skills. Be an excellent coach with strong mentoring and facilitation skills. Demonstrate operational skills necessary to deliver established business plans. Be highly organised, delivery focused and work under your own initiative. Hold the ability to navigate a matrix organisation, working collaboratively with other Business functions. What is a Must Have? Proven experience in the Insurance Industry. Extensive experience of London Market insurance (Lloyd's and Company Market) is required. To be considered for this role you must have had experience in a similar role within the London Insurance Market. Proven experience collaborating with multiple stakeholders. Ability to challenge the business to drive efficiencies. Previous experience of leading teams and matrix management. Experience of delivering skills and knowledge training. University degree preferred. Relevant insurance industry professional qualification preferred (e.g., ACII). Project management training and professional qualification preferred. Change management training and professional qualification preferred. . click apply for full job details
We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries. Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market-worth over $1.3 trillion- to connect people in real life in an enjoyable and sustainable way.TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal-and that's where you come in! If you're ready to take off with us, keep reading! We are looking for experienced, hands-on Customer Care Advisors, passionate about people and about making an impact. Our Customer Care team is one of the foundations of our company's success and growth. We hire empathetic people who understand what we are trying to achieve: Make business travelers happy! Are you a problem solver and an empathetic professional driven by customer experience? Are you tired of companies that take their customers for granted? Ready to go the extra mile to help us to grow by changing the way organisations book and manage their business travel? If your answer to all these questions is YES - Read on! As a Customer Care Advisor, you will have the opportunity to become an expert in the Business Travel Sector, work with B2B customers and be part of a strategic team at TravelPerk. You will have a direct impact on our growth and customer retention. You will act proactively and address our clients' needs at any stage of their travels, ensuring high customer satisfaction and maintaining relationships at a 7 Star satisfaction standard. What we expect from you: Excellent English, spoken and written Customer Service Experience Experience working with Amadeus is a plus but not at all a requirement. Proven experience going above and beyond to provide an amazing service that helps customers Flexibility in your shifts- we will compensate you well but this is not a 9-5 role! What you will do: Master Customer Care Support our B2B customers in their Business Travels Liaise with suppliers and partners to resolve booking issues Keep high satisfaction standards and exceed customer expectations as much as possible when managing bookings, queries and requests Resolve problems by applying established TravelPerk policies, procedures and tactics, and also by thinking out-of-the-box when anything established is not enough Addressing, preempting and solving problems - You are an owner and anticipate issues before they come your way! Help define and establish best practices together with the rest of the team in sales, operations and customer care Come to us with innovative ideas to improve customer experience Stay up-to-date with new features and product launches in TravelPerk - there are lots so be prepared for some serious innovation! Adapt fast to changes and contribute to making things happen in a smooth way: we are a growing start-up! Bonus points for Independent and autonomous, you don't need hand-holding to get things done Good prioritisation and focus skills Empathy, you understand what our customers need Smart, fast learner and tech savvy Flexible and able to adapt to constant changes with a positive mindset You are open to get and give constructive feedback You want to learn - we have a 7 Star management team to mentor you! On top of that, you will only be the right candidate if you are: Honest, open and trustworthy: your peers and managers can trust you. You are a team player, don't play political games, and care more about the team's success than about your own career gains Focused and determined: You don't let yourself be distracted. You can focus on accomplishing big wins and don't get lost in less important ideas that are floating around You LOVE Travel! What do we offer? Competitive compensation including equity in the company Generous vacation days so you can rest and recharge Health perks such as private healthcare or gym allowance depending on your location Flexibility to work from home some days Unforgettable TravelPerk events including travel to one of our hubs Udemy for business account to continue your development Mental health support tool for your wellbeing Exponential growth opportunities At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don't just accept differences-we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place regardless of race, religion, gender, sexual orientation, national origin, disability or age.
Sep 22, 2022
Full time
We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries. Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market-worth over $1.3 trillion- to connect people in real life in an enjoyable and sustainable way.TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal-and that's where you come in! If you're ready to take off with us, keep reading! We are looking for experienced, hands-on Customer Care Advisors, passionate about people and about making an impact. Our Customer Care team is one of the foundations of our company's success and growth. We hire empathetic people who understand what we are trying to achieve: Make business travelers happy! Are you a problem solver and an empathetic professional driven by customer experience? Are you tired of companies that take their customers for granted? Ready to go the extra mile to help us to grow by changing the way organisations book and manage their business travel? If your answer to all these questions is YES - Read on! As a Customer Care Advisor, you will have the opportunity to become an expert in the Business Travel Sector, work with B2B customers and be part of a strategic team at TravelPerk. You will have a direct impact on our growth and customer retention. You will act proactively and address our clients' needs at any stage of their travels, ensuring high customer satisfaction and maintaining relationships at a 7 Star satisfaction standard. What we expect from you: Excellent English, spoken and written Customer Service Experience Experience working with Amadeus is a plus but not at all a requirement. Proven experience going above and beyond to provide an amazing service that helps customers Flexibility in your shifts- we will compensate you well but this is not a 9-5 role! What you will do: Master Customer Care Support our B2B customers in their Business Travels Liaise with suppliers and partners to resolve booking issues Keep high satisfaction standards and exceed customer expectations as much as possible when managing bookings, queries and requests Resolve problems by applying established TravelPerk policies, procedures and tactics, and also by thinking out-of-the-box when anything established is not enough Addressing, preempting and solving problems - You are an owner and anticipate issues before they come your way! Help define and establish best practices together with the rest of the team in sales, operations and customer care Come to us with innovative ideas to improve customer experience Stay up-to-date with new features and product launches in TravelPerk - there are lots so be prepared for some serious innovation! Adapt fast to changes and contribute to making things happen in a smooth way: we are a growing start-up! Bonus points for Independent and autonomous, you don't need hand-holding to get things done Good prioritisation and focus skills Empathy, you understand what our customers need Smart, fast learner and tech savvy Flexible and able to adapt to constant changes with a positive mindset You are open to get and give constructive feedback You want to learn - we have a 7 Star management team to mentor you! On top of that, you will only be the right candidate if you are: Honest, open and trustworthy: your peers and managers can trust you. You are a team player, don't play political games, and care more about the team's success than about your own career gains Focused and determined: You don't let yourself be distracted. You can focus on accomplishing big wins and don't get lost in less important ideas that are floating around You LOVE Travel! What do we offer? Competitive compensation including equity in the company Generous vacation days so you can rest and recharge Health perks such as private healthcare or gym allowance depending on your location Flexibility to work from home some days Unforgettable TravelPerk events including travel to one of our hubs Udemy for business account to continue your development Mental health support tool for your wellbeing Exponential growth opportunities At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don't just accept differences-we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place regardless of race, religion, gender, sexual orientation, national origin, disability or age.
The API Support Consultant will leverage domain expertise across all API products, but with specialist expertise in SOAP Universal API, and JSON REST API to provide consultancy and specialist support to Travelport's largest third party and other developer customers. These customers are using Travelport's API product offerings to provide software and services to a large number of Travelport's traditional customers who encompass the whole spectrum of agencies from Strategic Accounts to Partner Development globally. This individual will have accountability to ensure that the EMEA API Optimisation team is on a path of continuous knowledge acquisition for the Universal and JSON REST APIs and ensuring that our support processes and value proposition evolves in line with this game changing new product. The API Support Consultant will be the primary point of contact within EMA API Optimisation for both Product and Development teams to provide customer perspective on all areas of the API suite. In addition, the API Support Consultant will make recommendations on potential enhancements and will ensure that there is direct line of sight from the Product and Development teams into the certification process such that it also can be evolved through experience. This role will also be pivotal to ensuring effective information exchange and cascade of uAPI related information relevant to all teams involved with supporting the product globally. The API Optimisation Consultant will leverage his/her expertise and experience to provide consultancy as needed to customers from early in the development cycle and includes participation in design, transaction selection/usage and project planning. There is the potential for this to be revenue generating professional services in some instances. This individual will hold a mentorship role within the EMEA API optimisation team and will apply continued focus on increasing bench strength across the entire team for the API suite and other related Future Selling Platform product areas. The API Support Consultant will define and lead initiatives to improve customer self-sufficiency, through the recommendation of documentation ideas and tools that enhance the customers' ability to support themselves once their websites are in a production mode. The API Support consultant will also define and lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base. As a Subject Matter Expert in API products both from a technical and functional perspective, the individual will be expected to provide feedback to Product Management on enhancements and improvements to any of our API product offerings. Main Accountabilities: (Outline a list of the main accountabilities for the role) Customer Consultancy Provide consulting to customers, as engaged, partnering with them to more efficiently develop web products that utilize and integrate with Travelport API Products. Consult with customer project teams to assess dependencies, estimate work effort, participate in design, transaction selection and usage, project planning and design reviews. Provide critical customer insight and perspective to Travelport's Product and Development teams on how customers use and view our API Product offerings Partner with customers to overcome business challenges through the formulation and application of competitive yet sound business practices. People/Departmental Define appropriate objectives and goals for the Global API Support team around the knowledge acquisition and support of API. Provide mentoring across the EMEA API optimisationt team for existing and new/future API Product offerings, specifically focused on product knowledge and optimal troubleshooting techniques. In a technical leadership role, identify opportunities and leverage expertise to mentor and coach API technicians and strategic/high profile customers per Business Unit or Regional direction. Analyse processes and manage support workflow; make appropriate recommendations for resourcing and upskilling of staff to ensure appropriate focus across the API suite. Propagate a comprehensive understanding of the functionality, purpose, utilization and support of Travelport API products As an API product subject matter expert, provide feedback to Product Management on enhancements and usability improvements for API product offerings. Leverage proven tools and best practices across support for all Travelport API Products. Develop an effective succession plan for the API Support Consultant. Customer Support Deliver superior customer service through the use of advanced problem solving skills to identify the source of challenging and complex issues, working with appropriate internal and external sources to resolve. Provide deep functional, operational, procedural and technical expertise for a wide range of complex Travelport API products. Provide immediate response and support in resolving production critical issues. Manage and monitor Travelport API support queues, identifying API product specific trends in support requests and solutions to mitigate. Be a champion for the needs of the customer community using Travelport APIs, and continually work to enhance the user experience of developers using Travelport APIs Improve customer self-sufficiency through contributions to the enhancement of existing documentation, the provision of new documentation and the development of any tools that enhance a customer's ability to support themselves. Explore more innovative communication mediums such as Discussion Groups, Blogs and Article writing with the advent of the Travelport Accredited Developer Program. Lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base, and promoting API Support Consulting offerings. Knowledge, Skills, Experience, Training, Education: The job holder should: Be educated to at least Degree level in engineering or another technical subject; computer science degrees preferred, or have 10+ years of relevant technical or IT experience. Have expert knowledge of Travelport API products, functionality and utilization Have Travel Industry knowledge of GDSs Have detailed knowledge of Desktop Products, Structured Data and API interfaces Have experience with various operating systems including Unix, Linux and all Windows platforms Have an understanding of common internet protocols such as SOAP and HTTP, JSON and REST. Have working knowledge of structured data, i.e. XML structures and/or EDIFACT Have familiarity with programming languages such as VB, C++, Java. Have sound analytical skills; be able to identify key issues and information in complex situations. Must have demonstrated experience of solving problems quickly, inventively, and resourcefully. Must be naturally inquisitive with self-sufficient research skills; excellent attention to detail Demonstrate experience and have proven success in mentoring others in all aspects of API Products and associated technical support. Command excellent verbal and written communication skills; must have the ability to communicate technical issues/concepts clearly and effectively. Be self motivated and motivating. Able to work productively despite tight deadlines and challenging circumstances and be able to encourage others to do the same. Have exceptional interpersonal skills to effectively interact at all levels both tactfully and diplomatically, with the ability to recognize sensitive and political issues and impact. Have proven technical leadership skills. Travelport is a worldwide travel retail platform. Our next-generation virtual marketplace connects travel buyers and travel sellers, that share our passion for delivering exceptional travel experiences. Unconflicted and independent, we are re-inventing a simpler future for travel's complex ecosystem. Our platform gives the industry the power to help people see the world. We make it simple for businesses like airlines, hotels, and car rental companies to connect to agencies and travelers, through personalized and engaging content. We are a diverse and inclusive workforce, representative of the communities and customers we serve. We are socially responsible, and we give back to our communities. We encourage our people to think differently and have the courage, confidence, and ambition to challenge what has been done before. Travelport is on a mission to make Travel easier and more rewarding for everyone.
Sep 16, 2022
Full time
The API Support Consultant will leverage domain expertise across all API products, but with specialist expertise in SOAP Universal API, and JSON REST API to provide consultancy and specialist support to Travelport's largest third party and other developer customers. These customers are using Travelport's API product offerings to provide software and services to a large number of Travelport's traditional customers who encompass the whole spectrum of agencies from Strategic Accounts to Partner Development globally. This individual will have accountability to ensure that the EMEA API Optimisation team is on a path of continuous knowledge acquisition for the Universal and JSON REST APIs and ensuring that our support processes and value proposition evolves in line with this game changing new product. The API Support Consultant will be the primary point of contact within EMA API Optimisation for both Product and Development teams to provide customer perspective on all areas of the API suite. In addition, the API Support Consultant will make recommendations on potential enhancements and will ensure that there is direct line of sight from the Product and Development teams into the certification process such that it also can be evolved through experience. This role will also be pivotal to ensuring effective information exchange and cascade of uAPI related information relevant to all teams involved with supporting the product globally. The API Optimisation Consultant will leverage his/her expertise and experience to provide consultancy as needed to customers from early in the development cycle and includes participation in design, transaction selection/usage and project planning. There is the potential for this to be revenue generating professional services in some instances. This individual will hold a mentorship role within the EMEA API optimisation team and will apply continued focus on increasing bench strength across the entire team for the API suite and other related Future Selling Platform product areas. The API Support Consultant will define and lead initiatives to improve customer self-sufficiency, through the recommendation of documentation ideas and tools that enhance the customers' ability to support themselves once their websites are in a production mode. The API Support consultant will also define and lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base. As a Subject Matter Expert in API products both from a technical and functional perspective, the individual will be expected to provide feedback to Product Management on enhancements and improvements to any of our API product offerings. Main Accountabilities: (Outline a list of the main accountabilities for the role) Customer Consultancy Provide consulting to customers, as engaged, partnering with them to more efficiently develop web products that utilize and integrate with Travelport API Products. Consult with customer project teams to assess dependencies, estimate work effort, participate in design, transaction selection and usage, project planning and design reviews. Provide critical customer insight and perspective to Travelport's Product and Development teams on how customers use and view our API Product offerings Partner with customers to overcome business challenges through the formulation and application of competitive yet sound business practices. People/Departmental Define appropriate objectives and goals for the Global API Support team around the knowledge acquisition and support of API. Provide mentoring across the EMEA API optimisationt team for existing and new/future API Product offerings, specifically focused on product knowledge and optimal troubleshooting techniques. In a technical leadership role, identify opportunities and leverage expertise to mentor and coach API technicians and strategic/high profile customers per Business Unit or Regional direction. Analyse processes and manage support workflow; make appropriate recommendations for resourcing and upskilling of staff to ensure appropriate focus across the API suite. Propagate a comprehensive understanding of the functionality, purpose, utilization and support of Travelport API products As an API product subject matter expert, provide feedback to Product Management on enhancements and usability improvements for API product offerings. Leverage proven tools and best practices across support for all Travelport API Products. Develop an effective succession plan for the API Support Consultant. Customer Support Deliver superior customer service through the use of advanced problem solving skills to identify the source of challenging and complex issues, working with appropriate internal and external sources to resolve. Provide deep functional, operational, procedural and technical expertise for a wide range of complex Travelport API products. Provide immediate response and support in resolving production critical issues. Manage and monitor Travelport API support queues, identifying API product specific trends in support requests and solutions to mitigate. Be a champion for the needs of the customer community using Travelport APIs, and continually work to enhance the user experience of developers using Travelport APIs Improve customer self-sufficiency through contributions to the enhancement of existing documentation, the provision of new documentation and the development of any tools that enhance a customer's ability to support themselves. Explore more innovative communication mediums such as Discussion Groups, Blogs and Article writing with the advent of the Travelport Accredited Developer Program. Lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base, and promoting API Support Consulting offerings. Knowledge, Skills, Experience, Training, Education: The job holder should: Be educated to at least Degree level in engineering or another technical subject; computer science degrees preferred, or have 10+ years of relevant technical or IT experience. Have expert knowledge of Travelport API products, functionality and utilization Have Travel Industry knowledge of GDSs Have detailed knowledge of Desktop Products, Structured Data and API interfaces Have experience with various operating systems including Unix, Linux and all Windows platforms Have an understanding of common internet protocols such as SOAP and HTTP, JSON and REST. Have working knowledge of structured data, i.e. XML structures and/or EDIFACT Have familiarity with programming languages such as VB, C++, Java. Have sound analytical skills; be able to identify key issues and information in complex situations. Must have demonstrated experience of solving problems quickly, inventively, and resourcefully. Must be naturally inquisitive with self-sufficient research skills; excellent attention to detail Demonstrate experience and have proven success in mentoring others in all aspects of API Products and associated technical support. Command excellent verbal and written communication skills; must have the ability to communicate technical issues/concepts clearly and effectively. Be self motivated and motivating. Able to work productively despite tight deadlines and challenging circumstances and be able to encourage others to do the same. Have exceptional interpersonal skills to effectively interact at all levels both tactfully and diplomatically, with the ability to recognize sensitive and political issues and impact. Have proven technical leadership skills. Travelport is a worldwide travel retail platform. Our next-generation virtual marketplace connects travel buyers and travel sellers, that share our passion for delivering exceptional travel experiences. Unconflicted and independent, we are re-inventing a simpler future for travel's complex ecosystem. Our platform gives the industry the power to help people see the world. We make it simple for businesses like airlines, hotels, and car rental companies to connect to agencies and travelers, through personalized and engaging content. We are a diverse and inclusive workforce, representative of the communities and customers we serve. We are socially responsible, and we give back to our communities. We encourage our people to think differently and have the courage, confidence, and ambition to challenge what has been done before. Travelport is on a mission to make Travel easier and more rewarding for everyone.