At a Glance
- Tasks: Lead operations and client success teams, driving improvements and enhancing service delivery.
- Company: Join Talma Travel Solutions, a forward-thinking company in the corporate travel market.
- Benefits: Opportunity to shape operations, competitive salary, and a supportive work culture.
- Other info: Collaborative environment with opportunities for growth and innovation.
- Why this job: Make a real impact by improving client experiences and operational efficiency.
- Qualifications: Experience in TMC operations, strong leadership skills, and tech-savvy.
The predicted salary is between 60000 - 80000 £ per year.
Reports to: Operations Director
Are you the person everyone turns to when operations get complicated? The font of knowledge. The calm problem-solver. The technology superuser who understands not only how the system works but also how to make it work better for colleagues, clients and the business. If that sounds familiar, we would like to hear from you.
We're looking for an experienced TMC operational leader to join our growing business as Head of Operations & Client Success. This is more than an operational leadership role. This is a chance to help shape how we scale, improve service delivery, strengthen client relationships, and build an operation ready for the future.
What you'll be doing:
- Act as a key leader across the business, connecting Operations, Client Success, Commercial, Technology, Finance and People teams to drive continuous improvement.
- Lead and develop high-performing Operations and Client Success teams.
- Act as a senior escalation point for complex client and operational challenges.
- Identify opportunities to improve productivity, service quality and commercial performance.
- Champion the use of technology, data and insight to create more effective ways of working.
- Strengthen client retention through operational excellence and service delivery.
- Support strategic business growth initiatives.
- Champion change and drive a culture of continuous improvement.
We are looking for:
- Significant experience within a Travel Management Company (TMC), with a deep understanding of corporate travel operations, service delivery models and evolving client expectations.
- Expert-level knowledge of the Sabre platform and associated technologies, with working knowledge of PROTAS.
- Proven success leading and developing complex operational functions, including multi-team and multi-location environments.
- Demonstrable track record of delivering measurable improvements in service quality, operational efficiency, productivity and customer outcomes.
- Extensive experience coaching and mentoring Operational Managers to build engaged, high-performing teams.
- Strong understanding of KPI management, SLA performance, resource planning, capacity management and operational risk.
- Exceptional client relationship management skills, with experience handling senior-level escalations and resolving complex business challenges.
- Proven ability to lead cross-functional transformation initiatives and technology-driven process improvements.
- Highly effective communicator, able to use data, insight and technology to influence decisions and drive successful outcomes.
- Commercially astute, with the ability to balance service excellence, operational performance and financial results.
- Confident and credible leader with strong influencing, stakeholder management and communication skills.
- Advanced proficiency in Microsoft 365, particularly Excel and PowerPoint.
- Comfortable operating at both strategic and tactical levels, moving seamlessly between long-term planning and hands-on operational problem-solving.
- Skilled at building trusted relationships with senior leaders, operational teams, clients and external partners.
- Naturally curious and improvement-focused, with the confidence to challenge the status quo and champion more effective ways of working.
- Collaborative and inclusive in approach, with a proven ability to influence across departments and bring people together behind shared objectives.
- Exercises sound judgement, professionalism and discretion when managing sensitive, confidential or commercially critical information.
Why Talma?
Talma Travel Solutions continues to invest in technology, infrastructure and an expanding international platform as we pursue ambitious growth across the UK and global corporate travel market. When you join Talma Europe, you'll be encouraged to:
- Own It: Take accountability and see challenges through.
- Make an Impact: Improve experiences for clients and colleagues alike.
- Show Up: Be a visible, trusted and supportive leader.
- Fail Fast: Challenge outdated processes and embrace better solutions.
- Write Your Legacy: Help build an operation ready for its next stage of growth.
If you're ready to move beyond running an operation and start shaping one, we'd love to hear from you.
Head of Operations & Client Success employer: Talma Europe
At Talma Travel Solutions, we pride ourselves on being an exceptional employer that fosters a culture of accountability, innovation, and collaboration. As the Head of Operations & Client Success, you'll not only lead high-performing teams but also have the opportunity to shape our operational strategies in a dynamic environment that values your insights and expertise. With a commitment to employee growth and a focus on leveraging technology for continuous improvement, Talma offers a unique platform for you to make a meaningful impact in the corporate travel sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations & Client Success
✨Get Involved in Industry Events
Jumping into industry events or leadership conferences can really help boost your visibility. Not only will you meet potential employers, but you’ll also get the chance to connect with other leaders in corporate management. Look for local or even virtual events that focus on leadership—every connection counts!
✨Engage in Professional Networks
Join professional management associations relevant to your career goals. These networks often host workshops, panels, and networking events that can put you in front of hiring managers. Plus, they can give you the scoop on upcoming roles, such as the full-time positions with companies like Talma Europe.
✨Showcase Your Leadership Skills
When reaching out to potential employers, particularly for leadership roles, demonstrate your leadership capabilities with real examples. Share stories from your previous positions that illustrate how you handled challenges and drove results. This will help you stand out when you apply to places like Talma Europe.
✨Tailor Your LinkedIn Presence
Ensure your LinkedIn profile is specifically tailored to corporate leadership. Highlight achievements, showcase relevant content and engage with posts in management groups. This not only builds your credibility but keeps you on the radar of companies looking for candidates like you as they post full-time opportunities.
We think you need these skills to ace Head of Operations & Client Success
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Talma Europe.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Talma Europe. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Talma Europe
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Talma Europe, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Talma Europe, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Talma Europe could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Talma Europe as they’re likely seeking a candidate who can enhance their workplace culture.
