Travel Assistance Team Lead, ANZ

What You’ll Be Doing

• Lead, coach and manage a team of Travel Assistance Coordinators, ensuring adherence to company standards, policies and service expectations.
• Act as the primary escalation point for complex cases, complaints and customer issues, ensuring timely and effective resolution.
• Monitor and evaluate team performance, including call handling, case quality and system accuracy, providing structured feedback and coaching.
• Drive team capability development through ongoing training, mentoring and performance management.
• Support day‑to‑day operations, including shift coordination, workload distribution and resource planning.
• Conduct regular reviews and reporting on team performance, identifying trends and recommending process or workflow improvements.
• Lead complaint handling and resolution processes, ensuring thorough investigation, documentation and preventive actions.
• Collaborate closely w...