VWT Team Lead - JPMPC Expansion

The VWT JPMC Expansion Team Lead is a specialized team focused on delivering exceptional travel services to our high net worth customer segment. This team is uniquely responsible for the servicing of new referrals via our internally channels. 

As the VWT JPMC Expansion Team Lead within our organization, you will lead, coach, and develop a team of travel advisors dedicated to serving a critical customer segment. You will set clear performance expectations and service standards that align with client needs, while monitoring and analyzing team performance, client feedback, and service outcomes. Your role involves working with the team to ensure adherence to SLA’s and SOPs, and continuously refining processes to enhance the customer experience. You will resolve escalated client issues promptly and effectively, collaborating with other departments to ensure seamless service delivery. Identifying opportunities for team training and professional development is key, as is reporting on segment performance, trends, and opportunities to senior leadership. You will foster a culture of excellence, accountability, and proactive problem-solving, while building and maintaining strong relationships with clients in the critical segment. Additionally, you will assist the team in adopting new processes, procedures, and technology.

Job Responsibilities

• Lead, coach, and develop a team of travel advisors serving a critical customer segment.
• Set clear performance expectations and service standards aligned with client needs.
• Monitor and analyze team performance, client feedback, and service outcomes.
• Ensure adherence to SLAs and SOPs.
• Refine day-to-day processes to elevate the customer experience.
• Resolve escalated client issues promptly and effectively.
• Collaborate with other departments to ensure seamless service delivery.
• Build and maintain strong relationships with clients in the critical segment.
• Identify opportunities for team training and professional development, and support adoption of new processes, procedures, and technology.
• Report on segment performance, trends, and opportunities to senior leadership.
• Foster a culture of excellence, accountability, and proactive problem-solving.

Required qualifications, capabilities, and skills

• College Degree (or equivalent)
• Proven experience in client success, luxury travel, or hospitality leadership roles.
• Strong background in quality assurance and process improvement.
• Exceptional communication, leadership, and problem-solving skills.
• Experience with working with luxury/HNW clientele.
• Ability to work collaboratively in a team environment.
• Excellent attention to details.
• Strong people/communication/listening skills to be able to evaluate and execute on client needs/expectations.
• Familiarity with CRM software and tools to manage client interactions and data – Ideally Client Base and/or SalesForce.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.

Preferred qualifications, capabilities, and skills

• Experience working with ultra high net worth clients.
• Travel industry experience.