Team Lead - Service Management

For more than 40 years, Accelya has been the industry s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.

An existing role in a fast-paced and agile Customer Support team for a renowned global technology company in the aviation industry. Individual should be highly organised, hardworking and self-motivated. Lead to be responsible for the service operations of assigned accounts. The employee will be able to work with colleagues and Customers in different locations, with minimal direct supervision while maintaining up-to-date documentation and reports to ensure that colleagues have visibility of the account statuses. Therefore, he or she needs to be proactive, and have superb time management and organization skills. The Lead should be comfortable with general office operations, including use of Office365 products, electronic correspondence and typing operational reports. As the other Support Teams are based in different locations/time zones, strong communication skills and report filing for information handover are mandatory for this role. The Team Lead is responsible for all operational aspects of the assigned Customer accounts, from contract signature, to implementation and all the way through to post production support. They should be proactive, and able to plan, prepare for and attend service reviews with their Customers, either on-site (Globally) or virtually. They will provide expert advice and support to our Payment Solutions users, troubleshoot problems and advise on the appropriate action. The role requires that individuals will be proactive, be able to use his/her knowledge and experience to guide the users, follow standard help desk procedures, and help us identify ways we can be more effective and efficient by contributing fresh ideas for improvement. The employee should be able to use their initiative to identify market trends, analyse Customer data, and write business cases to support suggestions for improvements/changes to the service, to their Manager.

Duties and responsibilities

Understand how the Payments - predominantly cards and other forms of payment - business relates to the Customers requirements to ensure appropriate response when dealing with queries.

Understanding end-to-end management of the application, monitoring files, fixing errors, and reporting issues, all within the defined SLAs.

Work with Business and Commercial Account Managers to provide updates to Airlines on new services available, maximizing the potential for account growth, and to meet revenue targets for the business.

Work with Implementation Managers to ensure that all projects are completed according to Customer requirements and contractual agreements.

Work with department Director to analyze data/trends and write business cases to propose new developments (Change Requests) and fixes for the Payment Solutions (Vivaldi) application.

Provide World-class Customer Support by resolving queries received from Airlines, Acquirers, Card Companies, internal Customers and other third-party providers or partners in a timely manner by working to agreed/contracted SLAs. (SLA s tracked using internal CRM tool)

Pro-active in reviewing Airline activity using monthly statistics and other sources of Airline information to provide added value to the Customer and the business.

Ensure that all operational functions are completed in a timely and accurate manner according to agreed SLAs and processes.

Keeping up-to-date with, and informing Customers of, all releases/fixes/developments to the Payments application.

Attend internal and external meetings with Clients, colleagues and partners as required (including travel abroad).

Provide external training to Airline Customers, either online or face-to-face (onsite at Global Customer locations).

Maintain documentation on all business processes, procedures, SLAs and training, including assigned Airline accounts.

Management of contract service addendums from creation to signature to production.

Management of PQ s (Price Quotations) including definition, creation, agreement, development and collection of revenue.

Management of CR s (Change Requests) including analysis, proposal, submission, agreement, development and collection of revenue (if applicable).

Customer Engagement: Management of regular scheduled Customer service reviews, either online or face-to-face (onsite at Global Customer locations).

Document and maintain detailed Account information for assigned Airline accounts, to ensure that knowledge is transferable between the team.

Attend and participate in onsite Customer UAT projects for new implementations (Globally).

To set and agree objectives for assigned Payment Services staff based upon corporate objectives and directives.

To perform formal annual and other regular performance and objective management reviews for assigned Payment Services staff.

To regularly report on opportunities, issues and blockers either at departmental or commercial level.

To recruit new team members as and when required.

To regularly review training needs and to arrange training where required.

Responsible for measuring and managing team members to ensure that they are meeting departmental SLA s

Monthly reporting to Management (Director)

Skills

Customer oriented and good communication skills

Presenting to customers

Effective time management

Good level of all MS Office applications

Building and maintaining strong Customer Relations

Strong Account Management

Understanding of principles of Project Management/Planning

Experience

Experience in matrix organizations

Experience in Account Management

Knowledge of IATA BSP, or Airline Payment process will be valued

Experience of credit card industry and Acquiring will be as well valued

Experience in Leading and Motivating people

Competencies

Organized, decisive, with initiative, eager to learn and able to work alone or in teams

Able to plan, organize and prioritize own tasks and activities.

Proactive and self-sufficient while being able to work closely in team and project groups when needed

Working conditions

The standard office hours are applicable for this role, but there will be a degree of flexibility to suit the needs of the Business and the individual, and it may sometimes be required to work a variation of these as per Customer needs. There is also a mandatory requirement to travel abroad to meet with Airline Customers to provide service reviews, training, UAT etc.

What does the future of the air transport industry look like to youWhether you re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!