Navan Pro Team Lead

Reed & Mackay Internal; United Arab Emirates; On-site; AED 279,000 - 502,000; Full time

Job summary

Reed & Mackay Internal is seeking a Team Leader to manage a high-performing, client-facing team across multiple offices in the UAE. The role combines operational oversight with direct client portfolio management, driving service excellence and continuous improvement.

The position requires strong leadership, coaching, and collaboration skills, with the ability to manage workloads, coach staff, and ensure targets are met in a demanding environment.

Qualifications

• Excellent interpersonal skills required to lead and manage a multi-office team.
• Ability to deliver on personal targets and drive team performance.
• Motivate and provide direction to individuals and the team to achieve targets.
• Strong planning and organizational skills to manage workloads and schedules.
• Solid commercial acumen relevant to client-focused travel operations.
• Good problem solving and solution-based thinking.
• Ability to foster a collaborative, no-blame culture and lead by example.

Responsibilities

• Lead a high-performing team across multiple offices in a demanding, client-facing environment.
• Be the point of contact within your team for the Team Manager and manage staff performance and development.
• Drive operational excellence, service quality and productivity.
• Manage client relationships and engagement while ensuring coverage aligns with demand.
• Oversee workforce planning, rosters, and cross-functional collaboration.
• Support change, growth, and continuous improvement initiatives.

Skills

Excellent interpersonal skills

Target setting

Motivation and direction

Planning and organizational skills

Commercial acumen

Problem solving

Team leadership

Job description

As a Team Leader, you will be responsible for managing a high-performing team within a demanding, client-facing environment. They will have the shared responsibility to ensure that the growth ambition of R&M is met, while retaining a high degree of service focus and team spirit. Team Leads also support their team in an Operational capacity as well as managing their own client portfolio.

Key Responsibilities:

Leading People – Key Priority

• Managing team across the different offices –
• Be the point of contact within your team for your Team Manager
• Create a harmonious and fair working environment
• Encourage and reinforce team work ethic
• Lead by example always
• Performance management, coaching, and development of team members -
  • Monitor staff performance within your allocated team, with a view to providing direction, training, coaching and motivation to deliver agreed targets
  • Support New Starter inductions as directed by your Team Manager
  • Highlight any employee performance concerns, escalating to your Team Manager
• Collaboration with internal stakeholders across multiple functions
• Escalation management and service recovery
• Client-facing engagement and relationship management
• Workforce planning and roster management to ensure coverage aligns with client demand -
• Ensure workload is balanced equally amongst team members and work in conjunction with your Team manager to flex staff when required for the wider business
• Instigate work handovers prior to absence
• Driving operational excellence, service quality, and productivity
  • Create a knowledge sharing attitude within the team
• Supporting the business through change, growth, and continuous improvement initiatives
• Provide on the job coaching and mentoring to the allocated team on a daily basis and liaise with your Team Manager as appropriate.
• Demonstrate R&M “Duty of care” to staff

Operational Excellence

Manage your own full content portfolio to the highest R&M standard, demonstrating extraordinary customer service to your team

Pro-actively build meaningful and long-lasting relationships both internally and externally

Exceed client’s expectation at all times

Identify and implement opportunity to add value to each booking

Utilize detailed understanding of the client policy to drive compliance while maximizing opportunity to enhance the traveller experience

Ability to apply a variety of fare types and ticketing methods, while maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)

Working with IFD to proactively identify cross market and local inventory differences

Procure the best hotel rates for clients utilizing GDS and non GDS channels

Monitor all bookings for further saving opportunities up until completion of the trip

Maintain proficiency in relevant R&M & Navan Technology and ensure knowledge is shared and maintained amongst the team

Demonstrate proactive thinking when providing travel solutions

Provide cost effective solutions across all aspects of travel

Comply with the client policies and guidelines at all times

Achieve SLAs for all accounts

Regular interaction with overseas colleagues

Apply Quality Control procedures and processes in line with company and GREC requirements

• Regularly monitor and identify any client processes and procedures impacting productivity within the team, reporting back to the Team Manager and the Navan Pro CSM team
• Identify and elevate client feedback for the team in conjunction with the Team Manager and Navan Pro CSM team

Company initiatives

• Maximize commercial income
• Work with Team Manager to identify areas of capacity within your area of remit
• Work with Team Manager to support all income business objectives
• Encourage compliance of company policies and procedures
• Assist and support business with internal and external audits
• Develop and support working efficiencies
• Fully support critical business continuity plan at all times

What We're Looking For:

Core Skills & Experience

• Excellent interpersonal skills
• Deliver on personal agreed targets and objectives
• Ability to motivate and provide direction to individuals and team to achieve agreed targets
• Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines
• Sound knowledge of industry
• Knowledge of company policies, procedures, ethics, values, and vision
• Embrace new responsibilities and initiatives
• Excellent planning and organizational skills
• Solid commercial acumen
• Ability to always remain objective
• Good at problem solving and solutions-based thinking
• Promotes a collaborative team working environment at all times
• Instil and actively support a no blame culture
• Ability to multi-task
• Ability to communicate professionally and effectively at all levels

Please note that this is a 24/7 leadership role, which includes weekend coverage as part of our management rotation to ensure ongoing support for our global operation.
While highly rewarding, this is also a challenging, fast-paced, and demanding position that requires resilience, strong decision-making skills, accountability, and the ability to perform effectively under pressure.