JOB DESCRIPTION

Employment Type: Permanent
Contract Duration:

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make
aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page – they are the energy behind everything we do: ONE IATA – We collaborate across teams, TRUSTED – We do the right thing, INNOVATIVE – We make tomorrow better, INCLUSIVE – We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous ”work from abroad” policy, and you get your birthday off!

About the team you are joining

You will report to the Head of the IATA
Customer Service Center based in Singapore and lead a high-performing team
responsible for delivering outstanding service to IATA’s customers—including
airlines, travel and cargo agents, and third-party stakeholders—across the Asia
& Pacific Region.

You’ll be joining a dynamic, fast paced,
and multicultural environment where operational excellence and customer
satisfaction are top priorities. Your role will focus on Leading and developing
a team to ensure consistent, high-quality service delivery, managing and
monitoring day-to-day operations, driving continuous improvement initiatives
and collaborating closely with internal and external stakeholders to resolve
issues.

Success in this role requires strong
leadership, excellent communication skills, and a proven ability to manage
customer service operations and teams.

What your day would be like

• Lead a culturally diverse team of Customer Service Representatives to consistently deliver timely, high-quality support that meets global performance standards and departmental objectives. Playing a key role in enhancing IATA’s customer experience and contributing to revenue growth.
• Lead the Regional Differentiated Service Model (DSM) to deliver personalized, white-glove service to our top 30 Airlines and GoGlobal agents.
• Plan daily and yearly capacity needs and ensure sufficient coverage across service channels and languages.
• Oversee the E&F debt collection team responsible for collecting over USD 200 million annually, providing strategic support to ensure targets are consistently met and exceeded.
• Support and monitor BPO team operations, ensuring alignment with IATA’s standards and performance goals.
• Ensure adherence to global Standard Operating Procedures (SOPs) for customer service and escalate to Operational excellence any change request.
• Oversee onboarding and integration of IATA products and services or any changes/developments to a CSC supported Product & Services into the Customer Service Center ensuring CSC readiness.
• Coordinate Business Continuity and Audit requirements with the Customer Experience team.
• Monitor service quality through case and call reviews, driving operational excellence.
• Manage key accounts and stakeholder relationships. Liaising with internal department management to resolve escalations and issues, share operational updates, represent customer feedback, & escalate improvement opportunities
• Recruit, mentor, and develop team members, fostering a culture of empowerment and growth.
• Track and monitor team performance and ensure achievement of targets.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency, and support any company-wide, departmental projects, acting as a process and project champion.
• Perform additional tasks as assigned by the Head of the Global Customer Service Center.

We would love to hear from you if

• You have a university degree in a relevant discipline, advance studies would be an asset.
• 7–10 years of experience in customer service and sales, preferably within international organizations.
• Proven ability to lead and motivate culturally diverse Customer Service and Sales professionals.
• Strong leadership and interpersonal skills, with effective communication across all levels and backgrounds.
• Strong analytical and reporting skills, with the ability to interpret data trends and generate forecasts.
• Proactive problem-solving mindset and results-driven approach.
• Ability to thrive as a team leader in a fast-paced, multicultural environment while meeting deadlines and productivity goals.
• Proficiency in SAP, Salesforce CRM, and Microsoft tools (Excel, PowerPoint, Power BI, Outlook, SharePoint).
• Fluency in English.
• Flexibility to work evening shifts, weekends and bank holidays as needed.
• Alignment with IATA’s corporate values.

Travel Required: N

 

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!