Process Manager

Flight Centre Travel Group
Full Time
Posted 19 days ago
Job description

The Opportunity

The Business Process Manager will be responsible for ensuring that our internal processes related to making, or administering holidays, are operationally efficient, current, compliant and easy to use. This role will take the lead on continuous review and adaptation of our processes ensuring that clear and effective communication of the processes is delivered across the global business. Being in the know of alternative and new solutions for operations through external and in group networking is essential to keep the business operationally optimised. The Business Process manager will also be responsible for managing several business platforms which facilitate enquiry channels reaching the sales team and the reporting metrics of the platforms.

This role will work collaboratively with the Head of Sales Operations, Sales and Sales Operations Managers, Head of Service, Product Operations, Finance teams to ensure our internal processes support exceptional guest and user experience. Working with App Support and IT to implement continuous improvement, the Business Process Manager will work closely with learning and development to ensure users are continuously upskilled and expertly enabled to carry out their role.


  • Work with stakeholders to analyse, define and maintain clear documentation of a standardised process in all business entities that strengthen our internal processes
  • Create and support delivery of global training materials for users on all operational processes and business platforms
  • Partner with sales and sales operations management team to ensure teams are operationally efficient and identify opportunities for improvement both in process and user execution
  • Partner with Learning and Development team to deliver content for regularly upskilling users and onboarding new team members
  • Maintain the setup for our sales teams for the enquiry management system (Freshdesk)
  • Maintain the setup of Telephony skills for the sales teams
  • Work with Sales Ops analyst to ensure processes are automated where possible and reportable
  • Develop strategic resourcing plans (including shift patterns, weekend working rota, fam trips and annual leave) that deliver the right capabilities at the right time to support evolving business requirements
  • Support the day-to-day business needs of the Scott Dunn sales organisation
  • Work on ad-hoc and special projects as needed.


The duties that derive from these responsibilities include:

  • Implement effective operational practices to track the quality, accuracy and timeliness of all documentation and review the need for upskilling and refreshers for all team members across the business
  • Support managers to ensure the team deliver timely balance collections, pre departure service and post booking feedback.
  • Shadow users regularly to gain insight for process improvement and identify training requirements Such additional duties as Management may assign from time to time
  • Deputise for the Operations and Loyalty Director UK in their absence

About You

The skills and experience required for this role include:

  • Ability to communicate clearly and adapt to different learning and communication styles across our business units
  • Analytical and curious mindset
  • Confidence to work independently
  • Exceptional attention to detail
  • Ability to prioritise greatest gains and meet urgent deadlines for business priorities
  • Ability to run feedback workshops to drive requirements analysis and process design
  • Strong understanding of Microsoft Office Suite
  • Experience of driving business efficiency
  • Ability to balance competing priorities to meet challenging organisational deadlines
  • Cross functional working experience
  • Experience with change management and business transformation

Nice to Have

  • Previous knowledge of a telephony system advantageous
  • Project Management experience would be useful
  • Advance excel/power BI/CRM experience would be advantageous
  • Knowledge of UK, US and Singapore business practices in the luxury travel sector preferred

Values & Behaviours

All employees must promote, understand and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

  • In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
  • In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
  • Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.


We aim to find someone who would be office based at our premises in Hammersmith for at least 3 days a week. There will be an initial induction period where you may be asked to attend the office daily. Interoffice travel may be required occasionally


We offer very competitive salaries and a great benefits package including the following:

  • 23 days annual leave plus bank holidays, rising by 1 day with each year of service (max 30)
  • Contributory pension scheme
  • 'Cycle to work' scheme
  • Subsidised private healthcare
  • Company loyalty scheme (Travel Fund)
  • Travel insurance
  • Recognition awards throughout the year
  • Social events
  • 1 day learning / development day per month
  • Paid volunteering leave

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