Job Description

Job Category: Travel Management
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This role is responsible for the supervision and support of a team of travel consultants, ensuring operational efficiency, adherence to quality standards, and high levels of customer service. The Team Lead acts as a strategic liaison between frontline staff and internal stakeholders, fostering continuous improvement across operations and training practices. Additionally, this role includes direct responsibility for overseeing and maintaining compliance with Quebec's provincial travel licensing requirements.
Key Responsibilities
Team Leadership & Operational Oversight

• Provide day-to-day guidance and supervision of travel consultants
• Serve as a real-time resource to team members for issue resolutions and best practices
• Monitor team performance to ensure alignment with KPIs and service level targets
• Conduct regular quality assessments through call monitoring and calibration exercises
• Facilitate team meetings to disseminate updates, establish expectations, and promote engagement
• Administer coaching, performance feedback, and disciplinary actions per organizational guidelines
• Partner with Workforce Management to align staffing levels with business needs
• Lead recruitment, interviewing, and onboarding processes for new hires
• Assist with frontline service delivery by handling inbound calls to ensure continuity of operations and team support in the event of staffing shortages during periods of high call volume

Regulatory Compliance - Licensing Program Administration

• Act as the primary point of contact for all matters related to Quebec's provincial travel license
• Administer license renewals, remittances, and required filings
• Respond to inquiries received via the shared licensing inbox and voicemail system
• Maintain and update licensing information for agents operating under regulatory oversight
• Coordinate annual declarations to the Compensation Fund for Customers of Travel Agents
• Ensure timely and accurate execution of all licensing obligations and documentation
• Support additional administrative functions related to the licensing program as assigned

Qualifications & Requirements

• Bilingual English/French required (verbal and written)
• OPC Certification required
• High School Diploma or GED
• Customer Service experience required
• Demonstrate effective communication and interpersonal skills
• Excellent time management and multi-tasking ability to include advanced knowledge/proficiency using multiple screens in an online environment
• Proficient computer skills, including the capability to navigate multiple programs and systems simultaneously
• Ability to quickly and accurately enter data in a script driven environment
• Ability to work independently and function as a team member
• Receptive to cross training opportunities and demonstrate willingness to acquire additional roles within the organization to enhance team flexibility and foster professional growth

Additional Information
This position requires a dedicated professional with strong leadership aptitude and a commitment to regulatory excellence. The successful candidate will demonstrate the ability to balance team management responsibilities with the administrative rigor of licensing compliance in a fast-paced travel services setting.
Ce role est responsable de la supervision et du soutien d'une equipe de consultants en voyages, garantissant l'efficacite operationnelle, le respect des normes de qualite et des niveaux eleves de service client. Le chef d'equipe agit comme une liaison strategique entre le personnel de premiere ligne et les parties prenantes internes, favorisant l'amelioration continue entre les operations et les pratiques de formation. De plus, ce poste comprend la responsabilite directe de superviser et de maintenir la conformite aux exigences provinciales de permis de voyage du Quebec.
Responsabilites Principales
Leadership d'equipe et supervision operationnelle

• Fournir des conseils et une supervision quotidienne aux consultants en voyage

• Servir de ressource en temps reel aux membres de l'equipe pour la resolution des problemes et les meilleures pratiques

• Surveiller les performances de l'equipe pour assurer l'alignement avec les KPI et les cibles de niveau de service

• Effectuer regulierement des evaluations de la qualite par le biais d'exercices de suivi et d'etalonnage des appels

• Faciliter les reunions d'equipe pour diffuser les mises a jour, etablir les attentes et promouvoir l'engagement

• Administrer le coaching, le feedback sur la performance et les mesures disciplinaires conformement aux directives organisationnelles

• Collaborer avec Workforce Management pour aligner les niveaux de personnel sur les besoins de l'entreprise

• Diriger les processus de recrutement, d'entretien et d'integration pour les nouvelles recrues

• Aider a la prestation de services de premiere ligne en gerant les appels entrants pour assurer la continuite des operations et l'assistance de l'equipe en cas de penurie de personnel pendant les periodes de volume d'appels eleve

Conformite reglementaire - Administration du programme de licence

• Agir comme point de contact principal pour toutes les questions liees a la licence provinciale de voyage du Quebec

• Administrer les renouvellements de licence, les versements et les depots requis

• Repondre aux demandes recues via la boite de reception de licence partagee et le systeme de messagerie vocale

• Maintenir et mettre a jour les informations de licence pour les agents operant sous surveillance reglementaire

• Coordonner les declarations annuelles au Fonds d'indemnisation pour les clients des agents de voyages

• Assurer l'execution opportune et precise de toutes les obligations de licence et de la documentation

• Soutenir les fonctions administratives supplementaires liees au programme de licence, le cas echeant

Qualifications et exigences

• Bilingue anglais/francais requis (oral et ecrit).
• OPC attestation requise
• Diplome de lycee ou GED.
• Experience en service client requise.
• Demontrer des competences efficaces en communication et en relations interpersonnelles.
• Excellente gestion du temps et capacite a gerer plusieurs taches, y compris une connaissance/proficience avancee de l'utilisation de plusieurs ecrans dans un environnement en ligne.
• Competences informatiques avancees, y compris la capacite de naviguer simultanement dans plusieurs programmes et systemes.
• Capacite a entrer rapidement et precisement des donnees dans un environnement guide par script.
• Capacite a travailler de maniere autonome et a fonctionner en tant que membre d'une equipe.
• Receptif aux opportunites de formation croisee et demontrer la volonte d'acquerir des roles supplementaires au sein de l'organisation pour ameliorer la flexibilite de l'equipe et favoriser la croissance professionnelle.

Informations supplementaires
Ce poste necessite un professionnel devoue dote de solides aptitudes de leadership et d'un engagement envers l'excellence reglementaire. Le candidat retenu demontrera sa capacite a equilibrer les responsabilites de gestion de l'equipe avec la rigueur administrative de la conformite des licences dans un contexte de services de voyage rapide.
About Us:
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our for more information about requesting an accommodation.
About the Team:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.

Skills Required