Luxury Travel Team Lead for HNW Clients

Testing Site - JPMC; New York (NY); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Testing Site - JPMC Expansion Team Lead leads a specialized team delivering travel services to high net worth clients. You coach and develop travel advisors, set service standards, monitor performance, and ensure SLA/SOP adherence.

You will drive process improvements, resolve escalations, and partner with other departments to deliver seamless service. Reporting to senior leadership, you will foster excellence and proactive problem-solving while embracing new processes and technology.

Qualifications

• College Degree (or equivalent)
• Proven experience in client success, luxury travel, or hospitality leadership roles
• Strong background in quality assurance and process improvement
• Exceptional communication, leadership, and problem-solving skills
• Experience with luxury/HNW clientele
• Ability to work collaboratively in a team environment
• Excellent attention to details
• Familiarity with CRM software and tools – Salesforce and/or ClientBase
• Proficiency with Word, Excel, PowerPoint for reporting/presentations

Responsabilités

• Lead, coach, and develop a team of travel advisors serving a critical customer segment.
• Set clear performance expectations and service standards aligned with client needs.
• Monitor and analyze team performance, client feedback, and service outcomes.
• Ensure adherence to SLAs and SOPs.
• Refine day-to-day processes to elevate the customer experience.
• Resolve escalated client issues promptly and effectively.
• Collaborate with other departments to ensure seamless service delivery.
• Build and maintain strong relationships with clients in the critical segment.
• Identify opportunities for team training and professional development, and support adoption of new processes, procedures, and technology.
• Report on segment performance, trends, and opportunities to senior leadership.
• Foster a culture of excellence, accountability, and proactive problem-solving.

Connaissances

Leadership

Communication

Problem solving

Team management

Quality assurance

Process improvement

Client success

Attention to detail

Collaboration

CRM experience

Formation

College degree or equivalent

Outils

Salesforce

ClientBase

Microsoft Office

Description du poste

Testing Site - JPMC Expansion Team Lead leads a specialized team delivering travel services to high net worth clients. You coach and develop travel advisors, set service standards, monitor performance, and ensure SLA/SOP adherence.

You will drive process improvements, resolve escalations, and partner with other departments to deliver seamless service. Reporting to senior leadership, you will foster excellence and proactive problem-solving while embracing new processes and technology.