Deputy Operations Manager Fuengirola – Viking Travel Care

<p><span style=""><strong>Deputy Operations Manager – Travel Care</strong></span></p><p><span style="">The role has the overall responsibility for Viking Travel Care’s Operations in Fuengirola, the day-to-day management of the service delivery, and responsible for ensuring that Travel Care team in Fuengirola from day to day deliver services of excellent quality according to agreements and contracts.</span></p><p class="MsoNormal"><span style=""><strong>Responsibilities</strong></span></p><p class="MsoNormal">• <span style="">Day-to-day management of the Viking Travel Care contact center (TC operations) in Fuengirola, according to Travel Care’s standard operating procedures and as instructed by Travel Assistance Operations Manager.</span></p><p class="MsoNormal">• <span style="">Ensure that TC adheres to processes and procedures and deliver high quality services according to commitments and contracts.</span></p><p class="MsoNormal">• <span style="">Ensure excellent performance of teams, and leadership that continuously build and develop high performing teams and individuals.</span></p><p class="MsoNormal">• <span style="">Guidance, support and coaching of the team leaders and supervisors.</span></p><p class="MsoNormal">• Plan for the right resources and competences.</p><p class="MsoNormal">• <span style="">Recruitment, as well as on- and offboarding of staff.</span></p><p class="MsoNormal">• Ensure a safe, secure, and legal work environment.</p><p class="MsoNormal">• Participate and contribute to projects and processes aiming at development of Travel Care services, including IT development.</p><p class="MsoNormal">• Regular updates to the Travel Assistance Operation Manager.</p><p class="MsoNormal">• Secure customer implementation in relations to new process, services or customers.</p><p class="MsoNormal">• Act as a substitute for the Travel Assistance Operation Manager during holidays and similar.</p><p class="MsoNormal"><strong>Deliverables</strong></p><p class="MsoNormal">• Overall responsible for the Travel Care Operations in Fuengirola.</p><p class="MsoNormal">• Make the Travel Care strategy happen in the daily operation.</p><p class="MsoNormal">• <span style="">Fulfillment of SLA’s and KPI’s.</span></p><p class="MsoNormal">• <span style="">Leadership of team leaders and all Travel Care staff.</span></p><p class="MsoNormal">• <span style="">Services delivered, cases handled according to policies and agreements.</span></p><p class="MsoNormal">• <span style="">Satisfied customers, policyholders and other stakeholders.</span></p><p class="MsoNormal"><span style=""><strong>Qualifications</strong></span></p><p class="MsoNormal">• <span style="">Relevant higher education, preferably from one of the industries like insurance, customer relations, international topics, travel sector, health sector, law.</span></p><p class="MsoNormal">• Long experience from Travel Assistance services.</p><p class="MsoNormal">• Leadership experience from Operations / within emergency and assistance service.</p><p class="MsoNormal">• Experience within service delivery of insurance products.</p><p class="MsoNormal">• <span style="">Knowledge of and ability to handle all types of travel insurance assistance case types.</span></p><p class="MsoNormal">• <span style="">Experience from building up services and processes in travel assistance.</span></p><p class="MsoNormal">• <span style="">Skills in building and developing teams and individuals.</span></p><p class="MsoNormal">• <span style="">Fluent in English and either a Nordic language (additional languages are a plus).</span></p><p class="MsoNormal"><span style=""><strong>Personal traits</strong></span></p><p class="MsoNormal">• <span style="">Good leadership skills.</span></p><p class="MsoNormal">• <span style="">Independent.</span></p><p class="MsoNormal">• <span style="">Entrepreneurial mindset.</span></p><p class="MsoNormal">• <span style="">Clear communicator and a good people manager.</span></p><p class="MsoNormal">• <span style="">Find solutions and have a flexible mindset.</span></p><p class="MsoNormal">• <span style="">Customer oriented and service minded.</span></p><p class="MsoNormal">• Thrive in a hectic environment.</p><p class="MsoNormal">• <span style="">Structured and get things done.</span></p><p class="MsoNormal">• <span style="">Passion for helping people.</span></p><p class="MsoNormal"><span style=""><strong>Employment type</strong></span></p><p class="MsoNormal"><span style="">Fulltime.</span></p><p class="MsoNormal"><span style="">The position reports to the Travel Assistance Operations Manager in Spain.</span></p><p class="MsoNormal"><span style=""><strong>Workplace</strong></span></p><p class="MsoNormal"><span style="">Fuengirola in Spain.</span></p><p class="MsoNormal"><span style=""><strong>Start date</strong></span></p><p class="MsoNormal">To be agreed.</p><p class="MsoNormal">Interviews will be conducted on an ongoing basis.</p><p>We look forward to hearing from you!</p><p><strong>About Viking</strong></p><p>Viking Travel Care assists travelers and expatriate employees worldwide on behalf of travel insurance companies. We coordinate assistance for Nordic travelers and, with the help of our global network of medical providers and partners, we assist with everything from minor travel-related incidents to complex medical emergencies.</p><p>Viking Travel Care is part of the Viking Assistance Group, a leading Nordic provider of roadside assistance, vehicle-related services, and assistance services. Viking has offices in Oslo, Stockholm, Copenhagen, Helsinki, Torrevieja, and Fuengirola in Spain.</p>

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