Executive Assistant

Travelportal

To lead the team in consistently delivering Service Delivery KPIs and productivity targets in line with operating processes. Ensure the team functions collaboratively, and each individual is trained, motivated, and supported to perform well.

1. Deliver Superior Customer Experience
   • Ensure the team delivers on SMART objectives and KPIs (Productivity, Timeliness, Data Quality) set for the team and individual members.
   • Ensure team members understand KPIs and role expectations.
   • Provide speedy and satisfactory responses to customer problems.
   • Work with the Team Manager to ensure adequate resources (system, workstations, infrastructure) are available.
   • Monitor achievement of results (data quality and productivity), ensuring targets are met through appropriate decisions, actions, escalations, and troubleshooting.
   • Create and submit requisite reports as per guidelines and timelines.
   • Meet or exceed customer satisfaction targets.
2. Inspired People and Team
   • Plan resource and staff administration for optimum utilization (roster, shift planning, leave, attendance, holiday planning, overtime, backups for absences).
   • Ensure staff are adequately trained for assigned tasks.
   • Monitor individual performance, provide timely and specific feedback, and support ongoing development.
   • Conduct performance appraisals in line with guidelines.
   • Promote collaboration and continuous improvement in team performance.
   • Support, coach, encourage, and motivate team members for better performance.
   • Identify and develop high-potential staff for backup and succession planning.
   • Conduct team meetings to share information, review progress, and facilitate two-way communication.
   • Ensure staff engagement and motivation, addressing concerns through visible actions.
3. New Migrations / Organization Changes
   • Collaborate with the Manager to plan and communicate process migrations and organization changes.
   • Ensure successful implementation of migrations/changes per plans, guidelines, and frameworks.
   • Meet or exceed new migration targets and expectations.
4. Continuous Improvement and Low Cost Provider
   • Identify areas for improvement in service delivery (cost, data quality, productivity, customer requirements) based on feedback and proactive analysis.
   • Propose improvement projects with data, benefits, and resource/time/cost requirements.
   • Plan, implement, and report on approved projects and their benefits.
5. Uphold Company Image
   • Ensure company vision, values, and ethics are upheld within the team through professional behavior and role modeling.

• Staff engagement and motivation
• Change management
• Staff training
• Improvement in team performance, productivity, and data quality through continuous feedback
• Timely resolution and troubleshooting of day-to-day issues (system, infrastructure, workstation availability)
• Consistent service delivery
• Continuous process improvement
• Timely and accurate reporting as per guidelines
• Staff administration in line with company policies and procedures (attendance, leave, overtime, etc.)

• Employees within location
• Support functions
• Other shared service centers

• Assigned business partners of Shared Service Centre location (as applicable)
• Front office teams

• Graduate in Commerce or Science discipline. Preferred: Degree/Diploma in Exports/Imports Management
• Good knowledge of MS Office
• Knowledge of Shipping / Logistics is a must
• 5 to 7 years of experience in BPO / Back office /process environment preferred
• Bachelor of Commerce preferred

• Customer service orientation and empathic listening
• Good analytical and problem-solving skills
• Self-starter, able to work independently
• Effective verbal and written communication
• Strong interpersonal skills
• Ability to work diligently under pressure
• Presentation skills
• Time management
• Proactive approach
• Good command of English language
• Initiative and drive
• Convergent and divergent thinking skills
• Ability to lead and manage resources

• Managing service, people, cost, projects, process delivery, process migration, organizational changes, and customers
• Developing reporting skills
• Leadership, facilitation, conflict management, and team building skills
• Awareness of HR aspects of people management, especially performance management
• Understanding processes and pursuing improvement initiatives