Service Manager

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. 

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services. 

We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller. 

Trip.Biz is a digital business travel management company powered by Trip.com Group, providing all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business. 

Who we are looking for

We are seeking a dynamic and experienced professional to oversee service operations across multiple customer contact centre sites in various regions. The ideal candidate will ensure alignment with Trip.com Group and Corporate Travel HQ's strategic goals, enhance customer and internal team satisfaction, and contribute to the expansion and stabilisation of our overseas customer service operations. 

What you will get in return

Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:

• 32 days annual leave
• Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
• Employee well-being program, Employee Assistance Program and enhanced sick pay
• Extensive learning opportunities and resources to further your career
• Annual travel points which can be redeemed at Trip.com towards your next adventure
• Enhanced family policies (maternity/paternity/adoption)
• Life and health insurance
• Discounted parking pass at Fountain Park
• Birthday cake on your birthday
• Free on-site gym
• Hybrid working
• Frequent employee engagement events
• Refer a friend bonus scheme

Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com. 

Working hours: Monday through Friday 8am to 5pm.

Location: Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.

Salary: From £43,000 per annum - negotiable dependent on experience

What you’ll be doing

• Oversee service operations across multiple customer contact centre sites in responsible regions, ensuring alignment with Trip.com Group and Corporate Travel HQ's strategic goals
• Enhance customer and internal team satisfaction by delivering exceptional service and improving productivity 
• Contribute to the expansion and stabilisation of overseas customer service operation by executing strategic business plans
• Monitor industry trends and competitor dynamics, propose optimisation suggestions, and improve the company's core competitiveness 
• Act as liaison between the overseas customer contact centre sites and BU HQ across all functions, establishing strong business relationships to ensure smooth communication and cooperation
• Focus on HQ’s quality assurance standards and strive for excellent service quality 

What you’ll need

• Business mindset, with foundational knowledge in financial analysis
• Business expertise in TMC (Travel Management Company) industry, having at least 3 years or more experience in a TMC company’s customer service operation management with more than 20 full-time employees
• Experienced with major GDS and other standard operational systems in the industry
• Willingness to travel extensively, overseeing complex operations across diverse geographical locations
• Demonstrate excellence in team management and leadership, with exceptional communication and coordination abilities 
• Data-driven and result-oriented, has advanced skills in PJM and data analytics software
• Strong sense of responsibility and meticulous attention to detail, proven ability to perform effectively under pressure
• Possess experience in product implementation or customer success
• Excellent verbal and written English; any additional language is a plus

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!