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FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity 

The Operations Leader is a key leadership role in Japan to assist the General Manager in the running of the business, driving profit, productivity, and people development in operations.

The four major components of the Operations Leader role include client relations, teamwork, quality outputs, and productivity. The incumbent will be part of the local leadership team as a senior leader to create succession planning for the business, mentor team members, develop business acumen, and lead the Operations teams in contributing to the success of FCM.

Key duties & responsibilities:

• Manage all Operations teams in the market, providing leadership, support, and encouragement to team members.
• Drive operational performance and ensure the team is focused on collectively achieving targets, budgets, and SLAs.
• Assess overall productivity in Operations and drive continuous improvement.
• Identify opportunities to optimise workflow and enhancement to increase productivity, client satisfaction, and operations service standard and accuracy.
• Be the owner of the internal One Best Way for (OBW) Operations, understanding the end-to-end flow of FCM Japan systems and training on OBW processes
• Partner with the regional deployment team to onboard and integrate FCM Global and Regional systems into FCM Japan Operations, ensuring a high level of adoption and success
• Work with local and regional teams to understand needs and pain points, providing feedback to the relevant teams and help create the right solutions for consultant and customers
• Be part of and help drive regional projects that impact operational change and efficiencies, including working with different departments on testing and validating enhancements.
• Lead change communication with internal stakeholders
• Represent FCM towards external customers, including participating in the selling process, managing new and existing client accounts, handling customer escalations and customer service review.
• Drive customer excellence.
• Manage the PnL for Japan Operations.
• Facilitate team meetings and client briefings where necessary.
• Mentor Operations team supervisors and assist the General Manager in the development of leaders in the business.

We’d love to hear from you if you have...

• At least 3 years of experience in managing a team of at least 5 persons
• A university degree with fluent, business level Japanese and English language skills
• At least 10 years of experience working in a travel industry operations environment
• Familiarity with international air/land, leisure and/or corporate travel products and industry 
• Familiarity with major GDS and other industry standard operations systems
• Business acumen on operations management and basic knowledge of financial analysis
• Excellent organisational, communication and stakeholder management skills
• Have experience in successfully developing and training staff in both classroom situations and on an individual basis.
• Have proven successful performance in team management
• Good influencing and motivation skills
• Have good knowledge of change management techniques
• A self-developer with strong discipline and self-initiative
• A continuous improvement mindset and commitment to your own personal development
• A lead-by-example attitude, customer focus, and service delivery mindset
• Detail-oriented and process-driven with excellent time management
• Willingness to contribute to people and the business
• Passion about travel, the company, and our culture
• Extensive knowledge of FCM operations and current systems will be an advantage
• Understanding of current technology used within FCM will be an advantage. Must have the willingness and ability to learn quickly.

Are you ready to elevate your career in travel management? Apply with FCM today!

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer.  In addition, our company founder strongly believes the success of our business relies on the success of our people.

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