The process department is the beating heart of the company: without it, everything would fall apart! As Yource, we protect traveller’s rights in the case of delayed, cancelled and overbooked flights and we claim compensation when it’s due. Unfortunately, airlines often try to thwart passenger rights and that’s where the process team comes in. We make sure people are heard and helped in a personal way so that they get what they are rightfully entitled to. With our ambition to grow 100% each year until 2020, we always have to go the extra mile. As a Team leader, you will make sure all claims are processed quickly and according to our high Yource standards, that everyone on your team is being the best they can be, and that you work together as a united team to reach your country’s goals. You are the captain leading your team to victory!
What a possible day could look like for you
You get in at 08:00 because this is the ‘calm before the storm’: time to check how many claims were submitted yesterday and to make sure your team has a great start of a productive day. Someone called in sick so this means last minute schedule changes! You change the schedule right away and communicate this to the team.
During the day start with the team you discuss and determine which tasks you will focus on today. There is a backlog on support that the team really wants to process but you are slightly behind on the team’s monthly goals so it’s important to focus on those tasks as well. Someone addresses an issue with a specific airline, so right after the day start you sit down with them to go through the claim dashboard and see if you might be able to find a solution. You set up a new procedure for this which you email to the team along with a division of claims for everyone to work on.
This afternoon you have a meeting with the CFO Bart, the Head of Operations Elina and the Head of Legal Enid to go through the management report for last month. You still have to prepare your process analysis: you have determined that the pay out rate for claims stagnated last month, so you’re looking for the root of this issue. Is it a problem with the airline or something in the production line going wrong? But you have to do this later: first you rush over to a job interview with a potential new team member: summer is coming so you need lots of people to help with processing all those claims! After the interview you check with HR how many applicants have come in for the position and you have a short brainstorm on how to reach more candidates.
It’s the last few hours of the day so all the teams are racing to get today’s tasks done, when someone reports a bug in the system on Slack. You walk over to have a closer look and determine what the problem is and report it with IT Project Manager Mart right away. IT is able to pinpoint the problem pretty quickly so luckily there isn’t a significant delay in the day’s tasks. You discuss with Mart how this can be avoided in the future. The whole team decides to stay 15 minutes longer and help those people that weren’t able to finish their tasks. A ‘thank you’ is due. The job is finished and it’s another successful day at Yource! Just in time because the bootcamp is starting, time to blow off some steam with our trainer in the Vondelpark.
What we’re looking for
You have experience with operational, process or line management
You have a highly analytical mind
You have a hands-on approach and are a good problem solver
You have 2 to 5 years of demonstrable experience in leading a team
You have experience with targets and a creative approach to reaching them
You have strong social capabilities and have experience in solving HR issues within a team
You have a Bachelor or Master’s degree
You have a high proficiency in business English; native level French is a plus
You’re available full-time
What we offer
Getting excited to be part of Yource? Then simply apply via the link above with your CV and motivation letter. Additional questions? You can always call Demi at +31 20 261 67 66