Strategic Meetings Operations Team Leader

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Key Strategic Focus

This role is focused on our operational strategy which encompasses our people journey, delivering outstanding consultative service excellence to our customers, and achieving operational efficiencies.

Additional Strategic Input

This role actively contributes to efficiency and business development strategy, ensuring all processes followed are robust, that our activity and time management is efficient, and that we all give attention to developing and growing our business.

Responsibilities

• People Management:
  • Creates and encourages a positive and open work environment to maximize quality of work life.
  • Interviews and selects team members by following American Express' selection practices and policies.
  • Ensures team members are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
  • Ensures team members are maintaining compliance through monitoring and measurement.
  • Evaluates staffing models to ensure appropriate staffing levels are in place.
  • Coaches and develops team members by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis to provide a consistent environment for collaboration and coaching.
  • Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.
  • Leads weekly team meetings with team members to discuss volume, productivity, customer deliverables, process, and service levels.
  • Provides performance-based rewards and recognition to reinforce behavior as it occurs.
  • Approves and presents salary recommendations to Director.
  • Coaches team members to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.
  • Recommends employee terminations after consulting with human resources to ensure policy and legal requirements are followed.
  • Lead team members regarding daily inquiries.
  • Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.
  • On-boards new employees.
  • Ensures people related paperwork is current for team members.
  • Reviews, tracks, and/or approves vacation time, expense reports, payroll, time, and other employee systems for team members.
  • Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience, and knowledge.
• Relationship Management:
  • Participates in client meetings and presentations to explain operational processes, review contractual statistics and workload, and resolve challenges.
  • Resolves customer inquiries which have been escalated, and coaches team members to research and resolve customer inquiries.
  • Communicates customer inquiries to Manager and Director which have the potential to escalate.
  • Participates in management meetings to ensure standardization of processes across EBE and to discuss solutions and service levels.
  • Resolves problems and removes obstacles through interaction with other functional departments.
  • Escalates obstacles while presenting solutions to Manager and/or Director.
  • Communicate leads and assist with costing, proposals, letters of agreement, and deliverables on renewal business for the account, i.e. destination expertise and budget development.
  • Acts as an extension of the sales team and as an American Express GBT representative during site inspections, program operations, and client meetings.
  • Develops strategic partnerships with multiple contacts within client and supplier organizations.
  • Maintains proactive, positive, open line of communication with a client to ensure understanding of expectations and client satisfaction.
• Financial Management:
  • Strategize with manager to analyze, forecast, implement, and manage financial and operational measures to track results and ensure operational profitability. Holds self and others accountable for business results.
  • Audit files of other employees' events.
  • Manages Client Financial Services Settlement Statement in conjunction with Operations Manager.
  • Oversees documentation of negotiated savings by the client.
  • Reviews contracts to ensure terms and conditions are accurate and legally protective of both American Express GBT and the client, including attrition dates, cancellation policies, and addendum usage.
• Process Management:
  • Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
  • If assigned a new account, ensures new account implementations and startups are successful based on client feedback and agreed-upon measurements.
  • Ensures that customer satisfaction via client survey and Benchmarks results are analyzed and communicated for the purpose of developing team members and ensuring and improving client satisfaction.
  • Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
  • Outlines strategy and communication plan for the assigned group.
  • Evaluates the impact of events and reassesses objectives and outcomes; plans for continuous improvement.
• Other:
  • Manages special projects as assigned by the Manager and/or Director. Provide back-up support for Director.
  • May require travel to destinations worldwide, in support of client site inspections and/or program operations.
  • Perform other duties as assigned

Location

Spain - Barcelona

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• And much more

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about 'checking every box;' please apply anyway. You may be exactly the person we're looking for.

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