Team Lead - Business Travel & Visas

$49,920 - $54,080/Yr

Alchemy Global Talent Solutions LTD - Cupertino, CA

Full-time - Mid Level

Remote - Cupertino, CA

About the position

The Team Lead - Business Travel & Visas at Alchemy Global Talent Solutions is a pivotal role responsible for overseeing the daily operations of the Passport and Visa Operations team. This position involves managing a team of consultants, ensuring efficient workflow, and driving process improvements while providing support and guidance. The role requires strong leadership skills and the ability to handle complex client cases, ensuring exceptional service delivery and compliance with relevant regulations.

Responsibilities

• Manage Daily Operations: Oversee the distribution of work assignments, ensuring efficient workflow and adherence to internal deadlines.
• Complex Case Management: Handle advanced and complex client files, ensuring that they are processed accurately and promptly.
• First-Level Support: Act as the first point of contact for consultants, answering questions, resolving issues, and offering guidance on processes.
• Client Escalations: Investigate and resolve escalated client issues, ensuring exceptional service delivery.
• Quality Control: Ensure that all passport and visa applications meet the standards set by various embassies, consulates, and the US State Department.
• Team Development: Provide training, feedback, and support to consultants, fostering continuous improvement and professional growth.
• Compliance Monitoring: Ensure compliance with the Foreign Corrupt Practices Act and company policies.
• Process Improvement: Identify training gaps, provide constructive feedback, and implement process improvements to enhance team performance.
• Collaborate with Account Teams: Work closely with account management staff to resolve client concerns and improve service delivery.
• Perform Administrative Duties: Support opening and closing procedures and complete all necessary documentation in line with company protocols.
• Stay Informed: Maintain in-depth knowledge of company systems, processes, and industry standards to maximize efficiency and compliance.

Requirements

• Education & Experience: BA/BS or associate's degree with 2 years of relevant experience, or an equivalent combination of education and experience.
• Communication Skills: Strong verbal and written communication skills, with the ability to articulate ideas clearly and professionally.
• Organizational Skills: Excellent time management, with the ability to handle high volumes of work while maintaining exceptional attention to detail.
• Problem Solving: Analytical mindset, with the ability to troubleshoot issues and implement practical solutions.
• Adaptability: Comfortable working in a fast-paced, changing environment, with the ability to prioritize tasks effectively.
• Tech-Savvy: Proficient with software systems and committed to maintaining data integrity. Eagerness to learn new technologies.
• Leadership: Self-starter with a strong sense of ownership and the ability to inspire and guide a team.

Nice-to-haves

• Preferred Background: Experience in high-end retail, travel, hospitality, or embassy/consulate relations is highly desirable.
• Proficiency in a foreign language is a plus.

Benefits

• Hourly salary of $24 - $26
• Onsite Monday - Thursday in Cupertino, Friday is an 'on-call' day where you can Work From Home unless office presence is required.