Job Summary:
Manages the travel operations of 10-40 employees for one or more corporate travel offices or on-sites. Responsible for managing the operations, including meeting all SLA’s, budget and cost management, implementations, client reviews, statistics and measurements, quality service, client retention, employee development and satisfaction, business continuance, process / policy adherence, establishing relationships with client and contractual obligations to customer.

Job Specific Essential Duties & Responsibilities:

• Contract & financials

? Measure & achieve Customer Satisfaction
? Achieve Service Level Agreement (SLA)/Key Performance Indicators (KPI’s)
? Achieve non-financial contractual/performance commitments
? Provide support to budget and financials
? Responsible for regional financial reporting to the customer
? Effectively manages and controls expenses, sets and monitors performance to budget.
? Ensures proper allocation of expenses on monthly financial reports

• Relationship Management

? Establish and maintain relationships with clients’ global BCD team
? Overall responsibility for relationship with the client at a regional level
? Establish and maintain relationship with key customers at all levels within the customer organization
? Build an internal network with departments, local leaders and key support team members in order to effectively accomplish goals and initiatives that benefit the client
Team Management
? Manages staffing levels to achieve service levels and productivity
? Work with HR to executes, or directes the completion of, personnel recruiting, hiring, training, development, motivation and separation. Exercises hiring and termination authority
? Manages the performance of direct reports and downline employees
? Conducts performance reviews for direct reports. Assures performance review delivery for downline employees
? Ensures proper human resources and company processes and policies are followed
Service Delivery
? Owner of overall service delivery strategy
? Develop and maintain business continuance plans
? Meet and exceed customer expectations by managing customer service to agreed levels related to telephone, quality, productivity and by providing value added solutions and recommendations
? Implements continuous process improvement throughout the operation

• Other

? This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.

Education / Knowledge / Experience:
? Must have at least 5 year’s experience in the Corporate Travel Industry
? Excellent organization and time-management skills and follow-through on goals, plans and projects
? Professional, concise and mature written and verbal communication skills.
? Ability to facilitate and resolve show-stoppers. Conflict resolutions skills.
? Ability to travel 0-25%, including weekends.
? Ability to manage multiple complex projects.
? Knowledge of call center management and staffing techniques
? Exhibits excellent problem solving skills
? Ability to motivate a team and foster effective teamwork
? Ability to demonstrate adaptability and flexibility
? Ability to work independently exercising discreation and judgment
? Ability to resolve employee relations issues
? Ability to select, motivate, coach and develop staff
? Strong analytical skills
? Good written and oral communications skills including public speaking and presentations
? Fluent in both written and spoken English