Team Manager (Must have Pharma and Incentive Knowledge)
Directs and coaches the activities of assigned personnel to ensure all customer service levels and deliverables pertaining to clients are achieved. Provides comprehensive leadership to American Express GBT and to clients, overseeing sourcing and planning of programs, providing client and team support and training, and managing special projects. Oversees a team of variable, exempt and non-exempt employees who support registration, sourcing, contracting, planning, proposal management and budget development for assigned programs.
**This position will sit onsite in our office in New York City
Creates and encourages a positive and open work environment to maximize quality of work life.
Interviews and selects team members by following American Express' GBT 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 and ensures the PMP process is maximized.
Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.
Leads weekly team meetings to discuss volume, productivity, customer deliverables, process, and service levels.
Provides performance based rewards and recognition to reinforce behavior as it occurs.
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
Achieve appropriate benchmarking metrics as per client or company requirement.
Participates in client meetings, presentations and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
Resolves customer inquiries which have been escalated, and coaches direct reports to research and resolve customer inquiries.
Communicates customer inquiries to Operations Manager and Director which have the potential to escalate.
Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels.
Resolves problems and removes obstacles through interaction with other functional departments.
Escalates obstacles while presenting solutions to Operations 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 Global Business Travel 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.
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.
Oversees documentation of negotiated savings by client.
Reviews contracts to ensure terms and conditions are accurate and legally protective of both American Express and client, including attrition dates, cancellation policies and addendum usage.
Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
If assigned a new account, ensures new account implementations and start-ups 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 direct reports 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 assigned group.
Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.
Manages special projects as assigned by the Operations Manager and/or Director. Provide back-up support for Operations Manager.
May require travel to destinations worldwide, in support of client site inspections and/or program operations.
Perform other duties as assigned
Minimum of five years experience in leadership of event or meeting management teams or equivalent
Proven people leadership skill and impact of large teams
Knowledge of meeting sourcing and or planning as required by account portfolio
Knowledge of meeting industry
Strong ability to interact with client contacts at a meeting level and key contact level, when needed
Program management system and meetings industry technology experience preferred,
Understanding of and ability to effect win/win solutions.
Prior successful experience in developing and maintaining key client and supplier relationships.
Prior experience in effectively handling multiple projects/demands.
Strong knowledge business financials, contracts and service levels
College degree preferred.
Proven aptitude for analytical skills required.
Ability to travel by airplane, boat, rail and/or car.
CMP designation a plus.
United States>New York>Virtual Location
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