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Team Manager - VIP Team - Hong Kong Job in Hong Kong
Ten Group , Hong Kong

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 9, 2021
Last Date
Jul 9, 2021
Location(s)

Job Description

OVERVIEW OF THE ROLE

As Ten’s VIP Team’s Team Manager, your goal is ensuring that our members end each interaction with Ten feeling listened to, heard, valued and exceptionally serviced. You know that is critical if we’re to realise our vision of becoming the world’s most trusted service provider.

The aim will be that our members experience a consistent level of service tailored to their personal needs. To do this, you will work with whichever colleague, team or department requires your support, guidance or expertise.

You will cultivate role modelling, active listening skills and willingness to improve, relentlessly cascading learnings amongst colleagues to drive wide improvements. You will supercharge our Lifestyle managers to deliver the very best, personalised service always and demonstrate a can-do attitude in creatively looking for solutions.

KEY RESPONSIBILITIES

  • Design a relationship building performance management programme to define how to quickly cultivate relationships with members to encourage repeat use and a reason to contact the concierge again.
  • Measure and record improvements in how we create relationships with our members during onboarding, ongoing requests and beyond communication
  • Design a service quality excellence performance management programme to drive measurable improvements in service quality within your team, elevated teams and for designated schemes as required
  • Design and implement multiple programmes that improve the onboarding, retention and appropriate repeat use of members as required, where our people know how and what to inspire the member with and we’re able to measure desired outcomes effectively
  • Inspire and encourage service quality improvements within Lifestyle Managers across the region, with regular feedback, coaching and collaboration sessions with Lifestyle Managers, Team Managers, and region-wide process improvements
  • Analysing data and feedback trends to strategically overcome challenges, hurdles or setbacks
  • Curating, communicating and living out your vision for what a successful team will deliver for Ten and the members through world class quality and output standards
  • Leading on live QA and coaching on the job, to establish a new set of service standards for Ten
  • Introduce calibration of quality as a process and foster collaboration within the region to improve quality in a measurable way
  • Seek out and work to remove service excellence roadblocks for our people and our members
  • Develop the right combination of KPIs and operational processes that support member health, helping to shape and define priorities within our service delivery
  • Understand member dissatisfaction drivers and then solve them
  • Drive the measurement of quality performance and improvement, providing detailed insight on our service quality; and link this to clearly targeted KPIs
  • Understanding, make readily available to colleagues, report, and feedback member preferences, enabling us each interaction with the member to be personalised and build instant rapport
  • Be empowered to drive change for the better in your colleagues, process and procedures
  • Working with colleagues in similar positions globally to review alignment and best practice
  • Act as the advocate for the member at Ten, with a focus on enhancing how we help them understand how to make concierge work for them as an individual
  • Define best practices and identify opportunities for efficiency gains in our work

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 20 + strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

Will you help take us there?

Requirements

  • A passion for driving improvements in service quality
  • Strong ability to coach and support our people to exceed expectations
  • Great initiative and curiosity, reaching past the problem and finding the solution
  • A deep sense of empathy and ability to connect with our members and people quickly
  • Comfortable critiquing current processes, so that improvement suggestions are reasoned, understandable and easily applicable
  • A ‘can do, will do’ mindset with the ‘will to win’, willing to get whatever is needed done
  • A high sense of ownership in everything you do, it all counts to you. You finish what you start, to a high standard
  • A role model in the understanding of Ten and its service offering, including our platform and global set up and how the service can be adapted to each individual member
  • Demonstrated ability to confidently lead from the front, offering clear direction and instruction, in balance with leading from the back, using coaching to get better leadership out of the team

This position is a 40-hour work week with day and evening shifts, Monday to Sunday, including Public Holidays.

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

Job Specification

Ten Group

Information Technology and Services - London, United Kingdom