Meet FCM UAE Team Leaders
INSIGHT
5 Minutes With...FCM UAE Operations Team Leaders
Time and time again, it's our people that customers praise. So we thought, it's time to introduce some of them to you!
We quizzed the FCM team on their day-to-day roles, where they add value to their customers & their favourite travel destination.
Noella Phillips, Operations Team Leader
Time with FCM: 8 years
Time in the Industry: 14 years
What does your day usually look like?
This is what’s most interesting about my job, there is no “typical day”.
One day I am busy with a ‘vision’ meeting, the next I will be assisting and leading the team. I am responsible in overseeing and coordinating my teams progress on various tasks related to our strategies and assisting my own portfolio of clients with their travel programme. I ensure everything is efficient and as a team we are moving ahead together.
What do you love about your role as an FCM Team Leader?
I love the collaborative environment and our company culture. I feel appreciated and inspired to achieve my best at work while mentoring the individuals on my own team.
How do you add value to your customers?
I listen to their needs, requirements and ensure that I am offering the best solutions, products, and savings for their travel. I collaborate with the dedicated FCM Account Manager to also ensure I know what the business plan is for my clients so we can collectively achieve the goals
What’s the most difficult situation a customer has been in and how have you helped them?
I recently had to arrange urgent flights for one of my travel bookers with whom I’ve worked with for the last 8 years. Her husband had sadly and unexpectedly passed away.I could feel her pain and agony from the first call where she needed my help to go through the process of arranging flights and certain documentation for her ordeal.
When you work with someone for so many years, it’s not only about booking flights, but you also build a relationship with them and in difficult times you need to be more than just a travel consultant. We may not see our clients everyday, but we become friends too who are caring, supportive and offers them any assistance they need.
What’s your favourite travel destination and why?
Ibiza!! Their beaches, food, weather and fun party scene is the perfect holiday destination for me.
Zafar Mohammed, Operations Team Leader
Time with FCM: 8 years
Time in the Industry: 16 years
What does your day usually look like?
Every day at FCM varies albeit we are disciplined in a routine aligned with the activities needed to collaborate and achieve individual, team and company strategies.
What do you love about your role as an FCM Team Leader?
Dealing with an amazing group of people within a business which supports great local and global brands from many sectors. We are all shareholders within FCM thus, by ensuring we strive towards success, we are adding value to our own business. This accountability, ownership and responsibility continues to bring passion to my role!
How do you add value to your customers?
By streamlining their travel policies and providing them with the best routes, savings and going above and beyond each time.
What’s the most difficult situation a customer has been in and how have you helped them?
One of my biggest clients within the FMCG sector had a huge obstacle with their HR feed and traveller profiles.
Thanks to my years of experience and knowledge, I managed to implement a multiple sync of the data in our system meaning our client, FCM and the online booking tool were able to sync the travellers profiles thanks to our technology and automation efficiencies.
What’s your favourite travel destination and why?
Oh that’s a tough one! This would depend upon the time of the year I would travel. However, if pushed to select one location then I would say Italy. The cathedrals and monasteries are simply amazing.
Noraiza Navour, Operations Team Leader
Time at FCM: 8 years
Time in the Industry: 15 years
What does your day usually look like?
Before I do anything, I make sure I start my day with a smile and positive attitude which sets the tone for the rest of my day. I then meet with my team and discuss any updates, team opportunities, product related enquiries and updates that we will need for the day.
What do you love about your role as an FCM Team Leader?
I am very excited about the exposure, learning and experience I am gaining in this role locally, regionally and globally within FCM. I love the responsibility of being a Team Leader, learning from my peers and inspiring, collaborating and sharing ideas within the business.
How do you add value to your customers?
I ensure that I have open communication, build rapport with each of the various stakeholders I engage with. Understanding their programme vision at the start of any new client implementation is crucial. In addition, I pass on my professional knowledge and experience in the work I am assisting them with and provide personal touches which make their day and travel booking process a breeze.
What’s the most difficult situation a customer has been in and how have you helped them?
One of the travellers at a company decided to book online and not via his PA but didn’t realise the airport was to an incorrect airport, 8 hours away from where he needed to be. Through my knowledge of the booking systems as well as the relationship I have with suppliers, I was able to get the traveler to the right airport and the incorrect ticket costs waived, a saving of $8,500!
What’s your favourite travel destination and why?
Philippines of course! My family is there, but apart from that, the beautiful scenery, beaches and food. It should be on everyones travel bucket list.
Hari Kumar, UAE Head of Operations
Time at FCM: 22 years
Time in the Industry: 27 years
What does your day usually look like?
My day starts with keys tasks to complete which have been reviewed at the end of the previous day. This further extends into a ‘high-level’ catch-up with my Team Leaders & peers along with any other urgent matters for the day that may have come into the Emergency After Hours team during the evening shift.
What do you love about your role as Head of operations?
At FCM we have the autonomy to run our departments without being micro-managed to deliver our strategies effectively. Working in an environment where EVERYONE is a shareholder means we are all aligned in achieving together. Seeing our people grow professionally from the time they start as a consultant to becoming a Team Leader is priceless.
How do you add value to your customers?
I suppose the value starts by ensuring our customers have exceptional consultants within FCM they can trust and rely upon! This comes from delivering the right training and development for our people, which is also in line with the industry and our technology.
Internal accurate communication with FCM’s implementation, sales and account management teams is vital to ensure my team of consultants know the customers expectations from them. These focal points amongst other items bring strong and long lasting relationships to our customers which translate into savings and impeccable service.
What’s the most difficult situation a customer has been in and how have you helped them?
Most of the time it is my Team leaders and Account Managers who are the first point of contact in such instances. However, when required we pull upon the experience and resources of our business to quickly respond and find a solution to customer situations.
What’s your favourite travel destination and why?
My favourite travel destination is Kerala, my home town, which is well known for its beautiful beaches, mountain ranges, wildlife sanctuaries and of course the delicious cuisine.
