Corporate Travel - Operations Manager

  • Personnel Travel Consultants
  • United States - Northeast
  • Aug 01, 2018
Full time Corporate Travel Management Operations manager Travel Manager Client Interface Management Travel Industry

Job Description

The Operations Manager is responsible for providing leadership, resources, and strategic planning for the Corporate Travel Operations teams for accounts serviced by the Financial Service teams, including back up and rollover coverage for other teams as needed. This position also has overall responsibility for employee and client retention, customer satisfaction, employee performance management.

The Operations Manager reports to the Vice President of Operations and will manage three Operations Supervisors. On a regular basis, the Operations Manager works with clients’ travel managers and senior managers of the following divisions: strategic sourcing, procurement, financial, and executive. In this position, the Operations Manager also collaborates with the Sales team in assisting with growth in their geographical areas by participating in best and final presentations and providing input to RFP responses as appropriate. The Operations Manager partners with the Central Operations and Client Solutions teams in providing best in class service delivery processes and tools for the agent teams and consultation to clients. The Operations Manager works closely with all the Company's  functional areas with the end goal of exceeding client expectations and retaining employees. These functional areas include but are not limited to Finance, Accounting, Information Technology, Reporting, Human Resources, Training and Marketing.

  • Interviews and selects Operations Supervisor (s) and travel consultants 
  • Ensures development plans are in place for future management candidates, serves as a mentor within Company and networks with other professionals in the travel industry 
  • Ensures team members are fully trained
  • Determines performance standards and objectives for team members 
  • Coaches and develops team members by providing feedback on performance standards and objectives; assists with development plans; and, conducts one-on-one meetings on a regular basis 
  • Provides performance-based rewards and recognition to reinforce behavior as it occurs; approves and presents salary recommendation 
  • Determines employee terminations after consultation with Human Resources to ensure policy and legal requirements are followed
  •  Develops cross-functional team to increase communication and cooperation resulting in increased employee and client satisfaction
  • Works with the Operations Supervisors to ensure maximum operational effectiveness within their platform 
  • Participates in appropriate client business reviews when appropriate
  • Participates in the budget, planning and analysis process for their specific platform (s) 
  • Responsible for cost containment of corresponding platform
  •  Actively works with client solution team members to support techniques that optimize the cost savings
  • opportunities for the client Supports Company strategies to ensure achievement of targeted financial goals 
  • Maintains and monitors optimal client servicing configuration including staff scheduling, call and email flow and service resolution processes 
  • Coordinates with Operations and Client Solutions Managers all internal resources to ensure the fulfillment of all service components and delivery of value-added services; ultimate responsibility for the success of these service
  • Oversees implementation process of new accounts, including team assignment, training, coordination with internal and client stakeholders and successful and on time start of service.
  • Supports efforts involved in responding to an existing client RFP including the accuracy, relevancy and customization of the information 
  • Minimum ten (10) years corporate travel experience and four (4) years management experience operating multiple service teams and managing multiple supervisors and/or managers.  Must demonstrate thorough knowledge of travel industry rules including expert proficiency in SABRE.  
  • Strong computer skills, including Word, Excel and Internet and Sabre
  • Must be able to travel approximately up to 15% percent of the time or as necessary 
  • College degree preferred or equivalent work experience In-depth knowledge of the financial and business model to operate a travel department (commission structure, overrides, CRS Revenues, etc.) 
  • In depth knowledge of multi account environments where telephony and email technology assist with work distribution Knowledge (familiarity) of technical products offered by competitors and related technology software offerings 
  • Familiarity with contract components and terminology (i.e., statement of work, addenda, etc. Conceptual understanding of the various fee structures available as options to clients (transaction fee, management fee, and hybrids) Thorough understanding of data elements (air, car, and hotel) required to evaluate strategic direction of travel program 
  • Proven oral and written communication skills to effectively communicate with internal and external audiences’ Analytical skills for interpretation of data, trends, and opportunities 
  • Strong presentation skills for a variety of audience types and sizes (2 to 200 people) 
  • Problem solving skills to be able to listen, identify the root problem, alternative solutions, and determine the best solution using a systematic approach and business reasoning 
  • Ability to think strategically to create a vision, set direction, and resolve complex projects and issues Ability to be proactive and anticipate needs of team and integrate new creative ideas, processes and technology 
  • Ability to lead internal teams to continue to perform and exceed expectations 
  • Ability to effectively work on multiple projects/initiatives and to manage these in a timely and well-organized manner 
  • Ability to analyze and evaluate data to assist in identifying opportunities to reduce costs

GDS Required

Sabre

Email

gayle@ptcptt.com

Minimum Travel Experience Required

10+

Manage Others?

Yes