Regional Operations Manager

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.

Regional Operations Manager

This dedicated role will be responsible for the regional execution and coordination of business travel operations for a large global client, within the Global Client Group. The Regional Operations Manager will be required to partner with the client to understand and agree on the programme service objectives, set strategic goals, and work with internal American Express Global Business Travel technical teams to provide suitable solutions to deliver on the agreed strategy.

The role will require strong process orientation, thought leadership and a collaborative approach to building & leveraging strong customer and internal relationships. The Regional Operations Manager will have a strong understanding of the service delivery network's tools and processes across all regions as well as commercial insight.

They will leverage this knowledge to develop and deliver operating consistency working closely with all regions where appropriate.

What You'll Do

• Leads the EMEA service delivery proposition for the Client serviced on local and consolidated basis. Provides regular and detailed communication on progress against performance targets including customer service level agreements. Meets cost and quality goals. Is the operational lead for the Client delivering on defined service delivery strategy. Leads operational communication e.g. escalation to senior management and client management groups.
• Accountable and responsible for overall service delivery for the Client service and building relationships with senior management within the Client.
• 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 teams keeping them appraised of travel advisories, new developments and initiatives.
• Deliver agreed reporting to Client travel management team on key operational metrics.
• Liaise with internal teams to understand route cause of operational service delivery issues and link with Training/Service Delivery Teams to introduce systematized improvement.
• Lead the creation and delivery of the quarterly/bi-annual regional and contribute to the global business reviews from an operational service perspective
• Accountable and responsible for the execution of agreed projects/initiatives for the region
• Work with Global team to identify saving opportunities and share best practice
• Build and maintain an extensive network of key contacts at all levels to gain a clear understanding of the client's expectations and to ensure client satisfaction
• Oversight and responsibility for staffing and recruitment; provide status updates of headcount versus forecast
• Partner with the regional service delivery teams in the identification of innovative solutions to enhance productivity and improve the end-user service experience

What We're Looking for

• Strong understanding of travel operations, suppliers, and systems.
• In-depth understanding of drivers for customer satisfaction in the business travel industry.
• Highly developed Project & Change management skills.
• Strong analytical thinker combined with written and verbal communication skills.
• Proven experience relating to the creation and delivery of business process strategies for large global clients.
• Demonstrated ability to work successfully across cultures and regions and the ability to work with cross-functional teams and to influence both internally and externally.
• Confident approach to presentations, client & internal meetings.
• Strong PC knowledge including related PowerPoint/Excel/ Microsoft Project/Email skills.

Location

The 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 wellbeing resources to support you and your immediate family .

• 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 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 Inclusion in every aspect of our business at Amex 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.

• And much more!

A ll 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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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 the Amex 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!