Job Summary:

The Agents Relations Manager will be responsible for overseeing the growth and management of the agent network, driving business revenue, and ensuring effective communication and administrative processes. This role involves strategic planning, relationship management, and implementation of best practices to enhance the performance and satisfaction of our agents.

Key Responsibilities:

1. Growth Management:

Develop and execute strategies to achieve a 20% growth in agent business contribution to the group.

Identify and capitalize on new business opportunities within the agent network.

Analyze market trends and agent performance data to inform strategic decisions and initiatives.

Implement growth initiatives that align with the company’s overall business objectives.

1. Onboarding:
2. Lead the screening process for potential agents.
3. Conduct interviews and present accreditation details.
4. Perform site and market analysis, and background checks.
5. Assess prospective agents’ contributions to the organization.
6. Recommend agents for approval or rejection.
7. Endorse approved agents for further screening and final approval.
8. Communicate application results to prospective agents.
9. Coordinate offer proposals and contract preparation.
10. Assist with the onboarding process, including commercial terms review, scheduling product training, and endorsement to operations.
11. Support & Management:
12. Plan and coordinate events for agents, such as training sessions, vessel tours, and appreciation events, ensuring they are executed smoothly and effectively.
13. Serve as the primary point of contact for Online Travel Aggregators (OTAs), addressing inquiries and resolving issues.
14. Coordinate with concerned teams on resolving high and site-wide agents’ issues.
15. Monitor agents’ adherence to administrative requirements, including contracts, remittances, and regulatory compliance.
16. Communicate updates and changes to agents to ensure their understanding and compliance.
17. Prepare reports for management on compliance status and identified issues.
18. Prepare and implement incentive programs for agents.
19. Send marketing collaterals and liaise with OTAs for strategies to improve sales.
20. Offboarding:
21. Manage the contract termination process for agents, ensuring compliance with company policies and legal requirements.
22. Handle communication with agents regarding the termination process and address any concerns or disputes.
23. Recommend agents for suspension or termination based on termination criteria.
24. Facilitate suspension/termination approval up to execution and coordinate with all concerned departments.
25. Conduct exit interviews for agent-initiated terminations and assess the value of retaining the agent, potentially convincing them to stay.
26. Spearhead agents’ clearance up to related refunds, if any.
27. Communication and Stakeholder Management:
28. Develop and implement effective communication plans for agents.
29. Ensure timely and consistent communication with agents through various channels, including email, newsletters, and meetings.
30. Collaborate with marketing and other departments to provide agents with up-to-date information and resources.
31. Act as a liaison between agents and the company, ensuring their concerns and feedback are addressed promptly and effectively.
32. Develop and maintain strong relationships with key stakeholders, including OTAs and other partners.