Deputy Operations Manager – Travel Care, Fuengirola

About the role

Nordic Talent is recruiting a Deputy Operations Manager for Viking Travel Care's contact centre in Fuengirola. The role carries overall responsibility for the operations in Fuengirola, the day-to-day management of service delivery and ensuring the team delivers excellent quality according to agreements and contracts. It reports to the Travel Assistance Operations Manager in Spain and is a full-time position; the start date is to be agreed.

Key responsibilities

• Manage the Viking Travel Care contact centre in Fuengirola day to day, following standard operating procedures and the instructions of the Operations Manager.
• Ensure adherence to processes and procedures and high-quality service delivery according to commitments and contracts.
• Build and develop high-performing teams and individuals, and coach team leaders and supervisors.
• Plan the right resources and competences, and handle recruitment, on- and offboarding of staff.
• Maintain a safe, secure and legal work environment.
• Contribute to projects and processes improving Travel Care services, including IT development, and update the Operations Manager regularly.
• Secure customer implementation of new processes, services or customers, and act as substitute for the Operations Manager during holidays and similar.

Required profile

• Relevant higher education, preferably in insurance, customer relations, international topics, travel, health or law.
• Long experience in travel assistance services, and leadership experience in operations or emergency and assistance services.
• Experience delivering insurance product services and handling all types of travel insurance assistance cases.
• Experience building services and processes in travel assistance.
• Fluent English and a Nordic language; additional languages are a plus.

Required skills

• Building and developing teams and individuals.
• Leadership skills, independent and entrepreneurial mindset.
• Clear communication, customer-oriented and able to thrive in a hectic environment.