Regional Ops Manager

Regional Operations Manager (P1)  

Overview of Role: 

The Regional Operations Manager/Team Coach will deliver the highest standards of customer, shareholder and employee satisfaction by supporting and enabling their team to achieve and exceed their goals, resulting in increased customer service and productivity. They will be accountable for  

 managing overall performance, coaching individual Travel Counselors and guiding the team to create exceptional business travel experiences for customers 

A key priority is to proactively engage internal and external stakeholders – clearly demonstrating how Traveler Care adds value, agreeing optimal ways of working and achieving exceptional results for the organization and its clients.  

This role acts as the coordinating point for Service Delivery to the Client account within the region and is responsible for ensuring service consistency and driving operations projects and best practice. This includes liaising with local market Service Delivery teams to ensure delivery of operational metrics, and also acting as the key contact point for escalation and resolution of any service-related issues. It also requires working closely with the Client Travel Management team, Amex Global Program team and their Service Leader to achieve the agreed travel program goals. 

Key Accountabilities: 

• Act as the People Leader for all Travel Counselors in the team  

• Coaching – provide regular, documented coaching to team members who you are responsible for, ensuring all are meeting or exceeding performance targets, where they apply. This may involve call listening.  

• Make decisions on performance ratings and compensation  

• Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable  

• Provides regular and detailed communication on progress against performance targets including customer service level agreements.  

• Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and client as necessary  

• Participate and contribute to quarterly Travel User Group meetings with the client where appropriate. 

• Ensure understanding and compliance with the client Travel policy and operational procedures in all markets. 

• Provide regular communication to Client Travel Management and Amex GBT local Service Delivery teams keeping them appraised of travel advisories, new developments and initiatives. This includes weekly calls with key stakeholders within the client.  

• Communicate in a timely manner any service interruptions, their impact to GS and the solution to minimize any disruption for GS.  

• Deliver agreed reporting to Global Program Team and/or Client Travel Management on key operational metrics.  

• Accountable and responsible for the execution of agreed projects/initiatives 

• Work with Global Program team to identify saving & efficiency opportunities 

• Applies regional management of servicing to Travel Partner Network providers, connecting discussions and responsible for follow up on service matters  

• The ROM/Team Coach reports to the Service Leader.