Operations Supervisor, Government Travel

Seneca Holdings; Polska; Hybrid; PLN 350,000 - 428,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K plan

Job summary

Seneca Holdings, through its CI Azumano Travel unit, seeks an Operations Supervisor to lead government travel operations. The role focuses on supervising consultants, ensuring service levels, coaching staff, and maintaining compliance with government regulations.

Must have 5+ years in global travel management, strong knowledge of FTR/JRT/Fly America Act, and a proven SLA-driven performance record. Remote work with a comprehensive benefits package.

Qualifications

• Minimum of 5 years of managing travel services, specifically global travel.
• Extensive experience with service details and government regulations including the FTR, JRT, Fly America Act.
• Government travel experience includes global travel.
• Proven track record of meeting customer expectations by managing service levels to SLA targets (telephone, quality, productivity).
• Subject-matter expert for teams on government regulations, contracts, and travel requests.

Responsibilities

• Supervise travel consultants and develop them into strong professionals with KPI focus.
• Manage real-time phone, email, and queue SLAs and adjust staffing as needed.
• Coach and develop staff with feedback and skills training.
• Serve as SME on government contracts and requirements.

Skills

Managing travel services

Government travel

SLA management

Coaching travel consultants

Policy knowledge

Education

Bachelor's degree preferred

Job description

At Seneca Holdings, we believe that a great workplace starts with a strong sense of purpose and community. As a company wholly owned by the Seneca Nation, a federally recognized American Indian Tribe, our culture is built on the values of quality, integrity, teamwork, professionalism, and connection. Established in 2009, we operate a diverse portfolio of businesses that currently includes federal government, environmental solutions, travel management for businesses, governments, and leisure, and sports and entertainment.

Every business we build plays a role in ensuring long-term economic self-sufficiency for members of the Seneca Nation. What sets us apart is we’re guided by the Seneca Nation’s Seventh Generation Principle, based on the philosophy that all decisions should be made with purpose, ensuring a positive impact on the future seven generations.

Operations Supervisor, Government Travel

Remote

CI Azumano Travelis Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs.Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

CI Azumano Travelis seeking an Operations Supervisor to support our team. The Operations Supervisor leads and develops travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance.

Roles and Responsibilities include, but are not limited to:

• Supervise assignedtravel consultantscreating a cohesive team culture and developing them into strong travel consulting professionalswith a focus on improvement of KPIs, performance monitoring, training,coachingand scheduling.
• Ensure service level requirementswithreal-time management of phones,emailsand queues; make staff adjustments to adapt to unexpected volume spikes.
• Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development.
• Performassubject-matter expert on specific government contracts for requirements,provisionsand other service details
• Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals.
• Serve as a SME when working with development, implementation and technology
• Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance
• Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented
• Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
• Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
• Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

Basic Qualifications:

• Minimum of 5 years of managing travel services, specifically global travel
• Extensive experience with service details, requirements and well-versed ingovernment regulations including the FTR and JRT regulations and Fly America Act
• Government travel experience to include global travel
• Proven record of meeting and exceeding customer expectationsby managing customer service to agreedSLA'srelated to telephone, quality, and productivity
• Subject-matter expert for teams ontechnical and procedural subjects, government regulations, complextravelrequests and assigned contract service details.
• High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.
• Proactive approach to systems and processes.
• Ability to identify and correct issuesbefore they become problems.
• Focus on process improvement and key performance indicators.
• Display initiative and ownership and capability of making sound judgements.
• Positive role model for all staff and lead by example

Desired Skills:

• Bachelor's Degree preferred

Equal Opportunity Statement:Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.

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Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Seneca Holdings’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.