Senior Manager (Claims)

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc .

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2400 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

With the Greek office being one of the largest, hosting around 580 employees working from the center of Athens for the rest of the world.

Join us and start as Senior Manager (Claims) in Customer Services !

Position Summary

The Claims Team is a part of Second Line Support of our Customer Services Organization. The Team is responsible for submitting the claims of refunds to Airlines through multiple systems in order to secure funds for our Organization & customers respectively. The Senior Manager of the Claims team is responsible to manage the team located in Athens with the aim to guide the team for the end to end benefit of the Organization with special attention to invest in automations that will help us scale up significantly, reduce backlogs, increase productivity/quality targets and decrease monetary losses through strategic decisions and planning.

Position reports to the Director - PMO, Processes, Claims and Payouts.

Responsibilities

• Be the head of location for the Claims area.
• Understand current customer needs and ensure that there are strategies, processes and initiatives to satisfy them.
• Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency & productivity.
• Work in cooperation with the Workforce Management Department to forecast volumes & predict incremental FTE requirements.
• Ensure the team is reaching the Quality target.
• Clearly set & communicate targets/priorities based on the organization’s objectives. Use data to monitor & measure the team’s performance.
• Engage the team in strategic brainstorming with the aim to increase FCR and CSAT.
• Identify areas that could be better and come forward with proposals on how we can improve.
• Mentor and coach your direct reports. Build a strong organization. 
• Identify, develop and hire new talent.
• Identify potential areas for automation and lead automation initiatives that can get rid of our backlog and help us scale up fast.
• Make sure deadlines within the Team are met to follow the company’s direction.
• Be open to manage & embrace change and work under pressure

Requirements

• At least 3 years of proven working experience in managerial role, preferably in the Airline Industry.
• Very good organizational & communication skills, with an analytical mind and a curiosity for solving complex problems as well as attention to detail.
• Out of the box thinking - Playing to win attitude.
• Computer skills including advanced Excel.
• Used to working in a highly dynamic environment with high complexity.
• Structured and organized. Knows how to prioritize high impact and value-adding activities.
• Self-driven, eager to deliver high impact initiatives.
• Experience with Cost Benefit Analysis & ROI plans.

Benefits

We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

• Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
• Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
• Team activities - We also like to schedule company/department/team activities and events outside the office space!
• Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.

*If interested, please send your CV in English*

Diversity disclaimer: At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.