Amy Kirby

• Managed daily operations of the Service Centre, ensuring efficient workflow and high customer satisfaction
• Worked closely with FCM’s largest global customer, implementing a high-end law firm into the Service Centre and improving service delivery across Europe
• Turned around service levels for a high-volume German client, enhancing SLA compliance, client relationships, and operational standards
• Migrated UK team into the Service Centre, streamlining processes to operate as a single, consistent team across the UK and Netherlands
• Recruited and built a new team to support a new client, ensuring smooth onboarding and high-quality service delivery
• Supported and motivated staff, maintaining morale, productivity, and performance across the Service Centre
• Managed crisis and high-pressure situations, maintaining service levels and client satisfaction during challenging periods
• Developed training programmes and implemented processes to enhance operational efficiency and reduce turnaround times
• Collaborated with cross-functional teams to identify service improvements and enhance the customer experience

• Led the business through the pandemic, rapidly transitioning staff to remote work and managing reduced Hub resources from 50 to 10 staff
• Supported and motivated staff during this period, maintaining morale and providing guidance through challenging circumstances
• Represented FCM during the redundancy process, ensuring fair and supportive treatment for affected staff
• Represented Operations at sales pitches for multinational clients, client review meetings, and acted as point of escalation for key accounts
• Conducted face-to-face and virtual client conversations on processes, complaints, and productivity improvements
• Heavily drove productivity and process improvements across the Region, implementing best practices and efficiency initiatives
• Oversaw multi-site operations, managing teams of Business Travel Consultants and Team Managers
• Managed performance through KPIs, SLAs, and audits, while conducting OBW audits and contributing to brand-wide quality standards
• Served as key regional Operations contact for ISO audits and led the setup of a dedicated Out-of-Hours (OOH) team for FCM
• Built and maintained strong client relationships, driving retention, repeat business, and service excellence

• Mentored the newly appointed Head of Operations in Germany, providing guidance and support to ensure successful integration and leadership effectiveness

• Opened and established a dedicated Out-of-Hours (OOH) team for FCM, recruiting staff and transitioning clients to ensure seamless coverage
• Provided senior leadership across two offices, managing and developing Business Travel Consultants and Team Managers
• Acted as senior escalation point for corporate clients across both locations, resolving complex and high-risk issues
• Led onboarding of new corporate clients and drove retention of existing accounts through proactive service management
• Conducted OBW audits and contributed to the development of brand-wide audit standards
• Served as key regional Operations contact for ISO audits, ensuring compliance and readiness
• Led performance management across teams, including objective setting, feedback, and improvement plans
• Monitored KPIs and SLAs, implementing process improvements to drive service excellence
• Built strong client relationships to support long-term partnerships and repeat business
• Supported onboarding, coaching, and ongoing development of team members, enhancing leadership capability across the business
• Worked closely with account management, sales, and operations to align service delivery with client requirements

• Led and managed a team of Business Travel Consultants, ensuring high service standards and consistent performance
• Oversaw day-to-day operations, workload distribution, and prioritisation in a fast-paced environment
• Supported, coached, and developed team members through regular one-to-ones and performance reviews
• Monitored KPIs, SLAs, and quality standards, implementing improvements where required
• Acted as escalation point for complex bookings, VIP clients, and service issues
• Ensured compliance with corporate travel policies, supplier agreements, and internal procedures
• Collaborated with senior management to improve processes, efficiency, and client satisfaction
• Assisted with onboarding and training of new starters

• Supported implementations of new business in my team.

• Managed complex domestic and international corporate travel arrangements, including flights, hotels, rail, and car hire
• Delivered high-quality service to business clients while meeting strict deadlines and budgets
• Used Global Distribution Systems (GDS) to book, amend, and reissue tickets accurately
• Handled last-minute changes, cancellations, and emergency travel situations efficiently
• Built strong relationships with corporate clients through clear communication and problem-solving
• Ensured compliance with company travel policies and supplier agreements
• Resolved invoicing, ticketing, and itinerary issues with attention to detail
• Worked effectively under pressure in a fast-paced, time-critical environment