Senior Relations Specialists Team Lead

Company Description

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Company Name: Booking

**Job Description**:
We are looking for a Senior Relations Specialists Team Lead to join our team in São Paulo.

We are currently looking for a talented and enthusiastic Team Leader to take responsibility for co-leading the Senior Relations Specialists Team with the focus of supporting the team to help drive technical and procedural knowledge within the LATAM Region. This role reports to the Senior Relations Specialists Manager based in Amsterdam and will have a reported dot line to the Senior Managing Counsel in LATAM.

This role requires an individual with experience in a team-leading role, background in Customer Service and knowledge of Consumer Disputes.

Your challenge:
B.responsible:

- Building, supporting and providing daily leadership, guidance and direction to the LATAM team of Senior Relations Specialists, which is handling the highest complexity and risk Customer escalations;
- Advising and guiding the team on approach when handling complex cases, trying to reach the best outcome for the customer and at the same time to prevent negative loyalty, brand and financial loss. Such cases could include legal issues and government requests;
- Building and managing strong work relationships with various stakeholders in the business especially the LATAM Legal Department, flagging and addressing issues as they arise, working together with them to find solutions to challenges and bring clarity and guidance to the team and setting up the needed processes to achieve this;
- Taking ownership for team results, analyzing data to understand workload and performance trends, connecting with the relevant stakeholders and advising on adjustments to course of action as needed;
- Proactively conducting regular stakeholder satisfaction meetings, analyzing feedback and recommendations for improvements and putting the right actions in place accordingly;
- Being an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors;
- Understanding development needs and providing coaching, training and support to team members;;
- Creating a safe and open team environment, where regular and constructive feedback is encouraged;
- Empowering the team to become and operate as a High Performing Team;
- Being a voice for continuous improvement, providing feedback on opportunities and proactively sharing best practices across the other regions;
- Being a role model for company policies, procedures and values and ensuring the team understands and adheres to them;
B.skilled:

- Minimum 3 year’s relevant experience in a Team Leader position;
- Strong business acumen and ability to understand and estimate business impact of situation and decisions;
- Knowledge of LATAM consumer law organizations and regulations and willingness to further expand knowledge on this topic, especially with Brazilian Small Claims Court and PROCON (including consumidor,gov and Proconsumidor);
- Experience leading teams in an international environment;
- Ability to multi-task & prioritize among multiple (conflicting) urgency factors;
- Proactive, flexible and capable of working independently as well as working in a team;
- Solid stakeholder management skills and experience;
- Strong work ethic; self-directed and resourceful;
- Solution oriented and result driven;
- Excellent interpersonal skills;
- Good decision making skills;
- Good analytical skills;
- Fluent English is mandatory and Spanish skills are desirable.

**Pre-**Employment** **Screening**: