Travel Products, Accounts & Operations Team Leader

PRODUCTS, ACCOUNTS AND OPERATIONS - TEAM LEAD

Job Type: Full Time-Individual Contributor-Team Lead level
Location: Goway Manila
Reporting to: Operations Manager

Job purpose:
The Accounts and Operations Team Lead is responsible for leading and developing a high-performing team while ensuring operational excellence, quality service delivery, and client satisfaction. This role oversees daily operations, monitors performance through KPIs and quality standards, drives process improvements, and provides coaching and support to maximize team productivity. Working closely with management and clients, the Team Lead plays a key role in delivering efficient, accurate, and customer-focused outcomes while fostering a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities:  

• Team Leadership & Development:

• Manage a team fostering their professional growth through coaching, training, mentorship, and feedback to optimize team performance.


• Conduct regular performance reviews, set individual and team goals, and foster a collaborative work environment focused on continuous improvement.


• Ensure proper training on system processes, policies, and service protocols for new team members and ongoing training for existing staff.


• Serve as a subject matter expert to guide the team in making sound decisions and providing support.

• Operational Excellence:

• Monitor daily operations to maintain quality control, identify potential process improvements, and troubleshoot issues impacting service quality or team productivity.


• Lead and collaborate with different departments to improve workflow.

• Quality Assurance & Reporting:

• Develop and maintain quality assurance standards to ensure high accuracy in customer interaction and operations. 


• Generate regular reports on QA Findings and client satisfaction, ensuring data accuracy and providing insights to leadership and clients.


• Analyze operational data to identify trends, address service gaps, and implement corrective actions as needed.


• Consistent monitoring of the team’s productivity and keeping the dashboards up-to-date.

• Collaboration with management

• Proactively address major concerns based on the QA Findings, providing prompt, effective solutions to enhance client satisfaction.


• Provide QA Insights to the clients and management and provide recommendations.


• Regularly communicate with clients to gather feedback, understand evolving needs, and propose enhancements to service delivery.

Qualifications:

• Bachelor's Degree in Accounting, Hospitality/Tourism/Hotel Management, or a related field.


• Minimum of 2 years of relevant work experience, preferably in Operations.


• Familiarity with accounting systems and tools is an advantage.


• Excellent verbal and written English communication skills.


• Strong analytical, problem-solving, and organizational skills, with the ability to make data-driven decisions.


• Proven ability to prioritize tasks, manage time effectively, and meet established deadlines.


• Intermediate proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook.


• Highly detail-oriented with the ability to maintain accuracy and focus over extended periods.


• Excellent interpersonal and collaboration skills, with the ability to work effectively across cross-functional teams.


• Demonstrated leadership experience, including team building, coaching, mentoring, and performance management in a fast-paced environment.


• Experience with reporting, KPI monitoring, and performance analysis is preferred.

Preferred Qualifications:

• Experience in BPO


• Proficient in Excel and Google Sheets

What can you expect from Goway?
Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

• 
  

  We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.

  
  


• 
  

  Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.

  
  


• 
  

  Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.

  
  


• 
  

  Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.

  
  


• 
  

  Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.

  
  


• 
  

  Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

  
  

How to Apply:
If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

AI Screening Disclosure
To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes
Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

Recruitment scams & fraud warning:
Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway
Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.