As a Servicing Travel Advisor Lead you will be  overseeing Travel Escalation Desk (TED) advisors, offering mentorship, and designing customized refresher programs to enhance team skills and performance. You will also provide a  solution-based service that Chase Travel can offer, ensuring timely resolution for our customers. Responsibilities include, but are not limited to, assigning tasks, monitoring team productivity, conducting performance evaluations, and establishing clear goals aligned with CTAG objectives. You will also be  tracking aging CSM tickets and performance metrics to ensure targets are achieved, collaborating with other departments for process improvements, and implementing best practices for efficient CTAG operations.

Job responsibilities: 

Oversees a team of Travel Escalation Desk (TED) advisors, ensuring effective oversight and guidance in daily operations. Mentors team members by providing continuous support and refresher knowledge checks to enhance their skills and performance. Designs and implements refresher programs tailored to the needs of CTAG advisors. Assigns tasks and responsibilities to team members, ensuring fair distribution of workload and adherence to deadlines. Monitors team performance and productivity, making necessary adjustments to task assignments as needed. Conducts regular performance reviews, offering constructive feedback to encourage professional growth and development, while ensuring proper documentation in JPMC check-ins Establishes clear performance goals and expectations for team members, aligning them with departmental objectives. Monitors CSM reports via Service Now along with performance metrics via SAS to identify areas for improvement and ensure targets are consistently met. Collaborates with other departments to streamline processes to enhance the efficiency and accuracy of CTAG operations. Serves as a point of contact for escalated customer inquiries, disputes, and case management, ensuring prompt and professional resolution. Communicates effectively with suppliers to advocate for your team members. 

Required qualifications, capabilities, and skills:

Minimum of 2+ years of experience in the travel industry and Minimum of 3 plus years of leadership experience.  Ability  to demonstrate advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms including self-booking tools  Strong leadership and team management skills, with the ability to motivate and empower team members to achieve goals. Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders. Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions. Proficiency Working knowledge of the firm's travel technology and Microsoft Office. Thorough understanding and application of Chase firmwide complaint standards for identification and documentation