Assistant Manager, Operations & Performance (Social Media Team)

Summary

We are seeking a proactive Assistant Manager to oversee a team within Customer Service department. This role focuses on leading a team that handles social media cases, disruption management, and provides Subject Matter Expert (SME) and operational support to vendors.

If you thrive in a fast-paced, customer-focused environment and have a passion for operations, team management, and digital engagement, we invite you to join us in delivering seamless and effective customer service experiences!

Job Description

Responsibilities

Social Media and Flight Disruption Operations Management:

• Oversee the day-to-day operations of Social Cases and Flight Disruption, ensuring smooth functioning, timely resolution, and accurate handling of customer queries, as well as timely and precise execution of passenger notifications for flight disruptions.
• Supervise teams to meet SLAs, regularly monitor performance, and propose adjustments or additional measures as necessary.
• Ensure compliance with regulatory requirements, including flight disruptions, special needs assistance, compensation, and refund processes.
• Support new policies, routes, and projects, as well as internal and external audits.
• Ensure alignment of QA requirements and Customer Service deliverables across NVOPs customer communication channel
• Support the vendor with SME-related queries
• Maintain SLAs as required

People Development and Team Management:

• Lead and support team responsible for social media and Flight Disruption handling
• Guide team members in handling escalated cases, collaborating with stakeholders to resolve them.
• Provide direction, coaching, and development opportunities to ensure team engagement and motivation.
• Facilitate regular performance reviews and development discussions with direct reports.
• Organize and lead team meetings, encouraging open communication and feedback.
• Ensure the team’s roster is well-planned and organized, and that staffing needs are met on a daily basis.

Social Media Management:

• Oversee daily operations of customer service teams handling social media channels, ensuring timely and effective communications with internal and external stakeholders.
• Escalate and close issues flagged via social media, coordinating with relevant departments for resolutions.
• Work closely with the Communications team to manage potential media-sensitive issues.
• Collaborate with relevant stakeholders to address interline passengers’ inquiries via social channels.
• Partner with Marketing team in ensuring alignment of social platforms/cases management

Flight Disruption Management:

• Oversee the management of flight disruptions, ensuring timely and effective communication to affected passengers.
• Partner with CS team members on duty assignments to ensure consistency in flight disruption deliverables
• Coordinate with relevant departments (OCC, Grounds) to ensure unique scenarios are planned and handled appropriately
• Ensure clear and timely communication with passengers regarding flight status, delays, cancellations, and available options.
• Review and update disruption management procedures and protocols for efficiency and effectiveness.
• Work closely with external partners, such as airports and ground handling services, to facilitate smooth operations during disruptions.
• Collaborate with the Customer Service team to ensure consistent messaging and support for affected passengers.
• Train and support team members in disruption management processes and best practices.
• Conduct regular workshops and simulations to prepare the team for potential disruption scenarios.
• Provide insights and recommendations based on analysis to enhance disruption management strategies.

Refund and Other Assignments:

• Review and approve refunds, ensuring the process adheres to the 10-day target.
• Any additional tasks/assignments as delegated by the direct manager.

• Bachelor's degree in any discpline
• Minimum 6 years of experience in contact centre / airline industry / customer service
• At least 3 years in a leadership role overseeing direct reports or managing a team