Inside Look: Julie Oliva
Each month we go behind the scenes to show how our expert staff work.
This month we speak to Julie Oliva.
What’s your role & how long have you been working here?
I have a split role which consists of Group Head of Operations and Account Management. I oversee all of the P&P leisure, Internet Traveller & CTM operations staff, constantly improving processes and procedures from a strategic perspective, plus I manage four of our largest accounts.
Tell us a little bit about your background, what were you doing before joining CTM?
I have been in travel for 26 years, starting in leisure where I landed my first managerial role at the age of 19 in Bath. Once moving across to business travel, I started as a reservations consultant and progressed through the company until I landed my ideal role as Head of Operations. In this role I travelled extensively to Boston and Europe working with our global partners on an operational perspective.
On an average day, what do you spend most of your time doing?
I spend most of my time looking at how we can improve productivity, processes and procedures. That entails reviewing staff training needs and recruitment. On an account management level, I’m busy with travel review meetings, account health checks, corporate deal negotiations with airlines and hotels and online booking reviews.
What specific skills does the job require?
I would say excellent people management, a passion for customer service and developing team members. Good travel industry knowledge is essential too of course, plus excellent leadership skills.
And what are the main challenges?
Keeping up to date with all the industry changes. It’s a volatile world, so I have to deal with disaster recovery for our clients.
What do we offer which makes us stand out? In your view, why do our clients choose us over any other TMC?
Our USP is being in a position to offer every aspect of travel over all sectors, including technology & leisure.
What is it about the job that you most enjoy?
How diverse my different roles are and working in all areas of the P&P Associates group. Developing the team, ensuring they offer the highest level of customer service.
Are there any particularly interesting projects you’re working on, either at the moment or on the horizon?
Migration over to our online booking system for our operations departments which will improve productivity.
Do you have a favourite travel destination and why?
It’s got to be Italy! Having married an Italian, I love the culture, weather, passion and food.
Finally, is there anything else you’d like to tell us?
I love the people I work with. CTM is like an extended family where we respect each other and value the contribution each team member makes to make the business.
Meet the rest of the team here at CTM.