Team Lead – Corporate Operations (Penang)

 

Team Lead – Corporate Operations (Penang)

Job Role & Purpose
  • The Team Leader – Corporate Operations is responsible for leading a team of travel counselors to deliver high
    standards in Corporate Operations and Customer Service, meeting both customer and business expectations. This
    role reports to the Manager of Corporate Operations.
Job Responsibilities
  • Assign, lead, and guide Travel Counselors to meet SLA timelines, ensure reservation accuracy, handle
    complaint escalations, and maintain SOP compliance to meet customer and business expectations.
  • Support the team in achieving SLAs and assist with travel arrangements during periods of high request volumes.
  • Lead to achieve Client Service Level Agreement (SLA):
    -Manage daily service levels across all communication channels.
    -Monitor telephone and email service levels.
    -Achieve transaction processing time (e.g.: turnaround time/ response time) in timely manner.
    -Ensure all travel counsellors are aware of client travel policy and service level requirements and
    participate in client meetings as and when required.
    -Oversee travel counselors’ activities to ensure that travel arrangements (from initial inquiry to
    completion) comply with client travel policies and SLA requirements. This includes all aspects of travel:
    air, accommodation, car rentals, rail, ferry, insurance, visas, and vendor exchange orders.
  • Lead to provide excellent customer service:
    -Monitor team activities to ensure Holiday Tours’ standards are met consistently across all
    communication channels, including phone and email interactions with travelers and travel arrangers.
    -Ensure that service alerts and issues are logged in line with Holiday Tours’ standards.
  • Responsible of Compliance and Data Quality:
    -Ensure internal and external communications, and vendors updates are distributed in a timely
    manner (i.e.: airfares/ hotels/ cars/ GDS).
    -Ensure that travelers and transaction services are processed in a timely manner and in full compliance
    with set standards including but not limited to the use of GDS scripts, queues, ID, data requirements,
    etc.
    -Ensure no revenue leakage including but not limited to ensuring that all transactions are charged,
    and that escalation are investigated and processed in a timely manner.
    -Provide relevant accurate information in a timely manner without being prompted.
  • Involve and assist in trade shows and customer shows (e.g.: MAS Travel Fair, MATTA Fair, etc.).
  • Safeguard and not to disclose customer (personal and organization) details and our company’s confidential
    information.
  • Perform other duties at the discretion of the company.
Job Specification
  •  Bachelor’s Degree in Tourism & Hospitality Management, Business Administration or related field.
  • Certificate or Diploma in Ticketing / IATA / Travel / Tourism / Hospitality.
  • Minimum 5 years work experience in a Business Process Outsourcing environment
  • 3-4 years experience in a similar capacity, preferably in a travel industry General working knowledge of
    Travel Industry and related technologies
  • Strong knowledge of reservation systems (GDS), IATA regulations, and fare rules; experience in project
    management.
  • Proficiency in MS Office, especially Excel
Person Specification
(Essential)
  •  Strong verbal and written communication skills
  • Good interpersonal skills, motivate, coach and inspire others
  • Demonstrate pro-active and “can do” solution driven approach
  • Display initiative and ownership
  • Be a positive role model for all staff – Team Player – Lead by example
  • Good level of numeracy and analytical ability
  • Capable of making sound judgments
  • Rigorous, well organized, self-motivated
Benefits
  • High reputable travel agency
  • Flexi staff benefits
  • Cross functional & high growth culture

 

About Us

With an illustrious 49-year legacy of catering to the diverse needs of both business and leisure travellers, Holiday Tours has established itself as a leader in the travel industry. We specialise in delivering tailored travel solutions across various segments through our key business units, including corporate travel, luxury and bespoke travel experiences, and MICE (Meetings, Incentives, Conferences, and Exhibitions) trips.

Today, Holiday Tours efficiently serves the travel needs of both local and global multinational companies, solidifying our position as a major corporate travel service provider. Our excellence is reflected in our extensive portfolio, featuring partnerships with over 500 corporate clients. Further underscoring our global standing is our affiliation with CWT, the world leader in business travel management. Operating independently under Holiday Tours, CWT Malaysia has been an integral part of the CWT Global Partners Network.

Driven by our vision to become the premier experiential travel brand in Southeast Asia, we proudly introduced T’ROKA by Holiday Tours—our luxury travel brand. T’ROKA distinguishes itself as a hotel-first luxury travel brand, capturing the essence of destinations through extraordinary experiences that harmonise sights, sounds, and flavours.

Holiday Tours has garnered recognition from esteemed partners in the travel industry. Our airline collaborations include leading names such as Malaysia Airlines, Singapore Airlines, Etihad Airways, Emirates, Qatar Airways, Turkish Airlines, and All Nippon Airways. We also partner with renowned hotel groups like Virtuoso, Hilton Worldwide, Marriott International, and Accor Hotels, among others.

We are seeking talented individuals who embody a growth mindset, a passion for adding value to others, and the drive to build a high-performance, leadership-oriented culture. If you resonate with our core values, we’d love to hear from you:

WOW – We deliver WOW in all we do.
CHANGE – We embrace CHANGE enthusiastically.
RELIABLE – We are RELIABLE and trustworthy.
GROW – We pursue GROWTH and learning.

If this opportunity excites you and you would like to discover more, we would love to meet with you.

At Holiday Tours & Travel, we are dedicated to creating meaningful and memorable experiences for both our clients and our employees. Our dynamic work environment fosters innovation, creativity, and collaboration, ensuring every team member thrives. As an equal opportunity employer, we celebrate diversity and are committed to building an inclusive, supportive workplace where everyone feels valued and empowered to succeed.

Number of Job Openings: 1 Person
Job Type: Full Time
Job Location: Penang

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