Deputy Operations Manager - Travel Care

The role has the overall responsibility for Viking Travel Care’s Operations in Fuengirola, the day-to-day management of the service delivery, and responsible for ensuring that Travel Care team in Fuengirola from day to day deliver services of excellent quality according to agreements and contracts.

Responsibilities
- Day-to-day management of the Viking Travel Care contact center (TC operations) in Fuengirola, according to Travel Care’s standard operating procedures and as instructed by Travel Assistance Operations Manager.
- Ensure that TC adheres to processes and procedures and deliver high quality services according to commitments and contracts.
- Ensure excellent performance of teams, and leadership that continuously build and develop high performing teams and individuals.
- Guidance, support and coaching of the team leaders and supervisors.
- Plan for the right resources and competences.
- Recruitment, as well as on
- and offboarding of staff.
- Ensure a safe, secure, and legal work environment.




- Participate and contribute to projects and processes aiming at development of Travel Care services, including IT development.
- Regular updates to the Travel Assistance Operation Manager.
- Secure customer implementation in relations to new process, services or customers.
- Act as a substitute for the Travel Assistance Operation Manager during holidays and similar.

Deliverables
- Overall responsible for the Travel Care Operations in Fuengirola.
- Make the Travel Care strategy happen in the daily operation.
- Fulfillment of SLA’s and KPI’s.
- Leadership of team leaders and all Travel Care staff.
- Services delivered, cases handled according to policies and agreements.
- Satisfied customers, policyholders and other stakeholders.

Qualifications
- Relevant higher education, preferably from one of the industries like insurance, customer relations, international topics, travel sector, health sector, law.
- Long experience from Trav

📌 Deputy Operations Manager Fuengirola (Las Lagunas de Mijas)
🏢 VIKING
📍 Las Lagunas de Mijas