Team Leader, Airline Partnerships & Customer Operations

About the job

We're adventure seekers. Smile givers. Impact makers.

We're TUI, a leading global travel and leisure experience company counting 1200 travel agencies, five airlines with around 130 planes, over 400 hotels, 16 cruise liners, various digital platforms for leisure activities, and most importantly over 60,000 brilliant colleagues worldwide. Our passion is making holiday dreams come true for our 21 million customers.

TUI - Airline Holidays, based in Kuala Lumpur / Bangsar, is a fully-owned subsidiary of TUI Group providing end-to-end holiday package solutions for some of the world's best airlines. Offering holiday packages, event tickets, hotels, tours and more globally under the airline brand, we are continuously growing our airline partners and offerings for our customers.

Job Tittle : Team Leader, Airline Partnerships & Customer Operations

Reports to : Head of Customer Experience

Job Purpose:

The Team Leader, Airline Partnerships & Customer Operations, is a pivotal role responsible for overseeing and optimizing the performance of a 24/7 customer service team that specializes in package holidays. This role requires a strong leader with proven experience in managing customer service teams, developing and maintaining strategic airline partnerships (specifically with Qatar Airways, Gulf Air, Oman Air & New Airlines), and ensuring exceptional service delivery for complex holiday packages. The Team Leader will drive operational excellence, foster strong relationships with key airline partners, and empower their team to resolve complex customer inquiries and disruptions efficiently.

Key Responsibilities:

1.Daily Team Supervision & Support

• Supervise and support a team of 8-10 Customer Service Agents daily. Monitor agent performance against KPIs (e.g., call quality, resolution rates). Conduct regular one-on-one coaching sessions. Manage agent schedules and adherence to ensure adequate coverage for 24/7 operations. Handle escalated customer issues and complaints.

2.Airline Partnership Management

• Serve as a primary point of contact and liaison for operational matters with key airline partners: Qatar Airways, Gulf Air, and Oman Air. Develop and maintain strong working relationships with airline representatives. Act as an internal expert on the policies and systems of all Airline partners.

3.Operational Excellence & Process Improvement

• Monitor and analyze key operational metrics (e.g., CSAT, response times) to identify trends and implement corrective actions. Refine standard operating procedures (SOPs) for handling package holiday inquiries and disruptions, ensuring alignment with airline partner policies.

4.Reporting & Communication

• Prepare and review reports on team performance, customer feedback, and airline partnership effectiveness for senior management. Communicate effectively with internal stakeholders (Sales, Product, Marketing) on customer service trends and challenges. Conduct regular team meetings and briefings.

Skills/Experience/Qualifications

• Experience: Minimum of 3-5 years of progressive experience in customer service management. At least 1-3 years in a leadership role within the travel or airline industry. Demonstrable experience managing relationships with airlines, with specific knowledge of OTA or Airline business.
• Education: Bachelor's degree in business administration, Hospitality, Tourism, or a related field.
• Skills: Proven ability to lead, coach, and develop high-performing customer service teams in a 24/7 environment. Strong understanding of package holiday operations. Exceptional communication, negotiation, and interpersonal skills. Analytical mindset with the ability to interpret data. Proficiency in CRM software, GDS (Global Distribution Systems) if applicable, and Microsoft Office Suite.