Deputy Operations Manager – Travel CareThe 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 Travel Assistance services.- Leadership experience from Operations / within emergency and assistance service.- Experience within service delivery of insurance products.- Knowledge of and ability to handle all types of travel insurance assistance case types.- Experience from building up services and processes in travel assistance.- Skills in building and developing teams and individuals.- Fluent in English and either a Nordic language (additional languages are a plus).Personal traits- Good leadership skills.- Independent.- Entrepreneurial mindset.- Clear communicator and a good people manager.- Find solutions and have a adaptable mindset.- Customer oriented and service minded.- Thrive in a hectic environment.- Structured and get things done.- Passion for helping people.Employment typeFulltime.WorkplaceFuengirola in Spain.Start dateTo be agreed.ContactIf you have any questions, you are welcome to contact Cristina F. Blanco, Operations Manager Travel Care, telephone number: +34 661 614 179 or e-mail: cristina.blanco@Vikingassistance.com#J-18808-Ljbffr