Guest Relation Centre Lead- Manager

The Guest Relations Centre Lead is responsible for leading and spearheading the management of customer escalations, guest recovery initiatives, compliance governance, and operational excellence within the Guest Relations Centre. As the functional lead for high-risk customer cases, the role ensures timely resolution of escalations, safeguards the company's reputation and business interests, and drives exceptional guest experiences.

Principal Accountabilities

• Leading the end-to-end resolution of escalated customer cases, legal matters, and regulatory complaints.
• Spearheading guest recovery efforts to restore customer confidence and protect brand reputation.
• Championing compliance and governance by ensuring all case management activities align with legal, marketing, regulatory, and company requirements.
• Driving operational excellence through effective workforce planning, performance monitoring, and resource optimization.