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

1, Measure & achieve Customer Satisfaction

2, Achieve Service Level Agreement (SLA)/Key Performance Indicators (KPI’s)

3, Achieve non-financial contractual/performance commitments

4, Provide support to budget and financials

5, Responsible for regional financial reporting to the customer

6, Effectively manages and controls expenses, sets and monitors performance to budget.

7, Ensures proper allocation of expenses on monthly financial reports

• Relationship Management

1, Establish and maintain relationships with clients’ global BCD team

2, Overall responsibility for relationship with the client at a regional level

3, Establish and maintain relationship with key customers at all levels within the customer organization

4, 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

1, Manages staffing levels to achieve service levels and productivity

2, Work with HR to executes, or directes the completion of, personnel recruiting, hiring, training, development, motivation and separation. Exercises hiring and termination authority

3, Manages the performance of direct reports and downline employees

4, Conducts performance reviews for direct reports. Assures performance review delivery for downline employees

5, Ensures proper human resources and company processes and policies are followed

Service Delivery

6, Owner of overall service delivery strategy

7, Develop and maintain business continuance plans

8, 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

9, 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:

1, Must have at least 5 year’s experience in the Corporate Travel Industry

2, Excellent organization and time-management skills and follow-through on goals, plans and projects

3, Professional, concise and mature written and verbal communication skills.

4, Ability to facilitate and resolve show-stoppers. Conflict resolutions skills.

5, Ability to travel 0-25%, including weekends.

6, Ability to manage multiple complex projects.

7, Knowledge of call center management and staffing techniques

8, Exhibits excellent problem solving skills

9, Ability to motivate a team and foster effective teamwork

10, Ability to demonstrate adaptability and flexibility

11, Ability to work independently exercising discreation and judgment

12, Ability to resolve employee relations issues

13, Ability to select, motivate, coach and develop staff

14, Strong analytical skills

15, Good written and oral communications skills including public speaking and presentations

16, Fluent in both written and spoken English

上班地址：龙田路195号天华信息园3B楼1层