Operations Team Leader

hace 6 meses

Madrid, España American Express Global Business Travel A tiempo completo

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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Job Summary:
The operations team Leader, advises and coaches the activities of assigned personnel to ensure all customer service levels and results pertaining to accounts assigned are achieved. Provides comprehensive leadership to American Express and to clients, supervising sourcing and planning of SMM (Strategic Meetings Management) programs, providing client and team support and training, and leading special projects. Coordinates a team of dedicated, variable, exempt and non-exempt employees who support proposal development, sourcing, contracting, planning and budget development for assigned programs. May be onsite for events. Performs other duties as assigned.

Responsabilities:
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 colleagues 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 mentoring.
- Encourage the sharing of industry trends, ideas, special educational opportunities and standard processes.
- 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 communicating written warnings. Follows company policies and procedures for all disciplinary actions.
- Recommends employee terminations after coordinating 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.

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.
- Calls out 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 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 supervise 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.
- Supervises documentation of negotiated savings by client.
- Reviews contracts to ensure terms and conditions are accurate and legally protective of both the company and 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 implement

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