Operations Team Leader (Italian, English and Japanese Speaking)

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Business

Our Destination Management services form the core of our business. Together with our destination experts, our sales and account management teams generate business by partnering with our customers (Tour Operators, Travel Agencies) to shape exciting itineraries suited to their traveler’s needs. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free.

About the Role

We are currently offering a position as Operations Team Leader to join our team in our Rome Office.

Job profile

• Responsible for the team in charge of JTB operations, providing guidance and support to ensure high performance
• Foster team engagement, mutual understanding, and open communication to create a collaborative and supportive work environment
• Coordinate daily operations to ensure high quality services for the end customers, meeting Japan market’s expectations
• Plan and organize in advance operational activities and follow up on seasonal/monthly/weekly basis after the regular check of sales situation
• Maximize company margins by managing supplier costs and optimizing revenue
• Handle complaints generated by the team, ensuring prompt and effective resolution
• Maintain, Develop and implement standard operating procedures to improve efficiency and effectiveness, securing alignment to compliance standards in the system
• Manage any relevant task/project related to the operational business, in close cooperation with the Team Manager
• Communicate with Japan Sales to ensure all operational tasks are handled on time and within deadlines
• Collaborate with other departments to enhance service offerings and customer satisfaction

Key Activities

• Manage timelines and deadlines related to assignments
• Assign and distribute workload among team members to optimize efficiency and productivity
• Ensure the best margin possible by monitoring team’s performance
• Close communication with Sales offices, securing each Team member advises sales about any potential problems with the itinerary or services
• Close communication with suppliers in a way both sides are satisfied
• Monitor and evaluate team performance, providing regular feedback and coaching
• Assist in training and onboarding new team members
• Collect and analyze all the business related statistics
• Prepare and present reports on team performance and operational metrics to Team Manager
• Monitor the deposit accounts for attractions to ensure the team can successfully book them
• Collaborate with Finance Team to adjust any Invoice discrepancies in the system
• Contribute to Tarif yearly maintenance and ensure consistency with contracts and supplier invoicing

Reporting structures and key relationships

• Reporting to the Manager
• Closely work with external suppliers
• Daily interaction with Planning, Customer Service, Sales and all departments

Required Skills

• Proven experience in operations management (experience in Tourism is a plus)
• Knowledge of the business area, clients and suppliers
• Understanding of Japanese culture and expectations
• Good Japanese, English and Italian speaking capability
• Ability to plan, prioritize, and execute operational activities.
• Strategic mindset with a focus on efficiency, profitability, and customer satisfaction.

What We Offer

• Opportunity to work in an international environment.
• Diverse & Inclusive culture.
• Learning and training opportunities for growth.
• Dedicated Employee Engagement Activities.
• Flexible & Hybrid Working.
• Compensation Range (Annual Gross Salary): €40.000 - €45.000