This is a unique role requiring a dynamic individual who is the Subject Matter Expert in fulfilment and the systems supporting it in the Australian business. Sitting in the Global Supply team you will provide third level support and consultancy to internal and external businesses working and consulting with our consultant support teams, brands, Procurement, PM+E, vendors, and management. You will be responsible for handling third level support escalations and for delivering proactive and preventative support, through understanding key support drivers and levers to improve consultant, support agent and offshore partner knowledge.
As a Capability Owner you will often be involved in complex projects, troubleshooting operational issues with systems or processes and provide guidance on best practices, governance and play a critical role in in ensuring day to day operations are running as effective and efficiently as possible. You are responsible for keeping your finger on the pulse in their field of expertise, with the focus on continuous learning, problem-solving, and innovation to drive operational excellence.
What you will be doing:
Handle third level support escalations through a variety of channels, including any support cases raised to you ensuring issues are fully understood and clearly documented.
Identify trends opportunities to simplify or streamline operational processes
Work with Supply Business Improvement Managers to assist in creating and validating processes to enhance business productivity through automation and offshoring
Engage with stakeholders to identify and communicate business risks and opportunities
Liaise with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources.
Complete testing, communications, and deployment of fulfilment solutions and or content and quantify any impacts to people, process, or systems
Develop and manage knowledge articles in conjunction with internal stakeholders
Provide expertise for upskilling of Support & Offshore team members to consistently improve the delivery of consultant support and training
Expert of fulfilment- across all brands and accounting for their unique requirements
Manage and maintain multi-level relationships both Internal and external relationships with key business stakeholders across Suppliers, Corporate, Leisure and Supply
Hours: The business hours are Monday to Friday from 8:30 am to 5:30 pm – plus some reasonable outside of standard office hours to service global business partners
Location: The role can be based in all AU/NZ locations with FCTG HQ's.
What you will need:
Minimum of 5 years travel industry experience
3+ years’ experience in ticketing
1-2 years leadership experience
Experience working with GDS systems
Comprehensive knowledge in ticketing workflows
Experience with content and air distribution
Multi GDS Knowledge
Oasis ticketing experience desirable
Experience in a process design, implementation and/or delivery role
Experience in business analysis and/or project management
What you will enjoy:
Unique Culture: you will be employed by an inclusive company that takes pride in their employees and offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
We love to travel: generous discounts, including family and friends, on flights, hotels, tours, cruises, car hire, attractions, travel insurance and more
Development: individualised continuous Learning & Development pathway options
Exclusive Staff Discounts: accessible via our employee-only myRewards portal, with 400+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan, head office gym and EOT facilities, and much more
Balance: flexible working arrangements available
Brightness of Future: career opportunities in a network of brands and businesses across the globe - we prefer to promote from within
Corporate Health Discounts: access exclusive discounts on health insurance plans for you and your family with our partner, BUPA
Mental Health: support, mindfulness activities and Employee Assistance Program for staff and family
Social: regular awards nights, social team-building and industry events, with the opportunity to attend the annual Global Gathering (Los Angeles in 2025)
Pride: reconciliation, diversity and inclusion practices - a Corporate Social Responsibility program supporting the environment and nominated charities through workplace giving, paid volunteer leave and fundraising through the Flight Centre Foundation
Sustainability: the protection of our environment is essential to the future of tourism, so as a leading global travel group, we have made efforts to affect positive change
We Value You! Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are, to foster inclusivity and collaboration. We celebrate you!
Please note: applications can only be considered by candidates who have the right to work in Australia/NZ without restriction or visa sponsorship. Remote working options are not available for this position.
