The dedicated Operations Manager is charged with achieving high quality of service across the region, owning & meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met.
Identifies the business needs and opportunities, prioritises, and prioritises to the client operation to improve client satisfaction.
The Operations Manager will work with the client & Amex GBT Client Management to define & implement mid and long-term strategies.
The successful candidate will lead, communicate and translate these services delivery strategies into defined tactical actions to improve the Business Travel value proposition.
Lead and ensure the successful deployment of key projects and drive savings as agreed with the client.
Liaise with Service Delivery teams globally to understand obstructions with any processes causing challenges and engage the client and the Amex GBT Traveler Care teams to drive process changes.
Handle the overall customer experience and liaise with Quality Teams to understand root cause of issues and complaints and drive improvements.
Be the senior management point person for the client on operational issues & escalations and take accountability to remedy any service failures.
Ongoing review of local country CSI and CSAT reports and put mitigation plan in place if needed.
Prepare and lead monthly service performance review meetings.
Conduct quarterly internal operational training and update sessions.
What We're Looking For:
Broad and deep knowledge of complex global Travel Service Delivery operations & processes.
Strong commercial judgment with the ability to balance growth, retention and profitability business goals against operational constraints and risk.
Excellent interpersonal skills including written & oral communication skills.
Strong project management skills with the ability to handle multiple global projects simultaneously.
