Global Operations Manager
This dedicated role will be responsible for the Global execution and coordination of business travel operations for a large global client, within the Global Client Group.
The Global Operations Manager will be required to partner with the client to understand and agree on the programme service objectives, set strategic goals, and work with internal American Express Global Business Travel travel technical teams to provide suitable solutions to deliver on the agreed strategy.
The role will require strong process orientation, thought leadership and a collaborative approach to building & leveraging strong customer and internal relationships.
The Global Operations Manager will have a strong understanding of the service delivery network’s tools and processes across all regions as well as commercial insight.
They will leverage this knowledge to develop and deliver operating consistency, where appropriate.
Job Responsibilities
Act as the operations lead globally
Guide the client in the optimization of their global programme from a service perspective through the assessment of opportunities and executing on agreed goals and strategies
Spearhead regular communication on progress against performance targets including service level agreement
Partner with the regional service delivery teams in the identification of innovative solutions to enhance productivity and improve the end-user service experience
Synthesize competitive and client peer intelligence to understand implications for the client.
Pro-actively communicate service trends, innovations and best practices
Align and lead joint initiatives with AEGBT regional operations managers to drive global consistency in the client's travel service experience
Lead the creation and delivery of the quarterly/bi-annual regional and global business reviews from an operational service perspective
Build and maintain an extensive network of key contacts at all levels to gain a clear understanding of the client's expectations and to ensure client satisfaction
Oversight and responsibility for staffing and recruitment; provide status updates of headcount versus forecast
Responsible for operational procedures globally and implementing new processes consistently globally
Skills
- Strong understanding of global travel operations, suppliers, and systems.
- In-depth understanding of drivers for customer satisfaction in the business travel industry.
- Highly developed Project & Change management skills.
- Strong analytical thinker combined with written and verbal communication skills.
- Proven experience relating to the creation and delivery of business process strategies for large global
clients.
- Demonstrated ability to work successfully across cultures and regions and the ability to work with cross-functional teams and to influence both internally and externally.
- Confident approach to presentations, client & internal meetings.
- Strong PC knowledge including related PowerPoint/Excel/ Microsoft Project/Email skills.
Location
United Kingdom - London
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