Regional Operations Manager (EMEA) in France

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Regional Operations Services Manager, EMEA

UK/ France, Virtual

At American Express Global Business Travel, (GBT) we are driven by opportunity.

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American Express Global Business Travel (GBT) provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Positioned at the intersection of commerce and travel, GBT offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. Learn more at www.americanexpress.com/businesstravel .

The Regional Operations Services Manager, EMEA, is the primary point of contact for the client regional and global stakeholders with respect to the EMEA servicing platforms and product implementations alignment. As the liaison, the Manager is focused on ensuring client satisfaction and retention by “operationalizing” initiatives between client management, optimization and the various delivery platforms for services or products at a regional level and in alignment with the global initiatives. The Regional role maintains oversight of the servicing platforms to ensure that we are meeting all servicing, data and compliance expectations. The role is to synthesize the client and account management initiatives across Global Business Consulting, implementations, technology deployment, travel for meetings and the Service Delivery team to support delivery on contractual commitments and profitability through consultative skills, a sophisticated ability to synthesize client needs and identify innovative solutions, a strong understanding of the external market, as well as an in-depth knowledge of the GBT network, products and services.

In order to leverage a cross functional team to deliver on key contractual program and servicing commitments, the Regional Operations Manager will also be responsible for:

• Co-ordinating efficient and smooth operation of the servicing, delivery of service performance metrics for the region. Improvement plans to be implemented when not achieved.

• “Operationalize” the implementation of program optimization strategies.

• Provide strategic recommendations to further reduce total cost of ownership and improve customer satisfaction via service delivery innovative activities/strategies.

• Monitor application and effectiveness of travel policy and drive regular project updates to the service delivery teams in all EMEA markets.

• The Manager is responsible for ensuring all teams are trained on client policy and procedures in business travel and travel for meetings to ensure we are fully aligned with Global guidelines.

• Monitoring of management information and ISOS via analysis and engagement, action plans must be implemented with the market leaders across both business travel and meetings and events teams where improvement is required.

• Possessing an in-depth understanding of key business drivers in the healthcare/pharmaceutical industry, organizational culture and the objectives of our clients, the Regional Operations Manager must be able to ‘get under the skin’ of the clients they work with and understand their individual needs, motivations and ‘hot buttons’, in order to align the GBT capabilities and expectations to deliver truly customer focused results.

• Providing guidance to customers in the assessment of servicing goals and recommending /delivering on agreed strategies in order to optimize performance across their program. Identifying innovative opportunities to enhance productivity & improve traveller/caller experience during service fulfilment.

The Manager will establish partnerships with key business constituents (Global Business Consulting, Client Services, Global Service Delivery, Finance and Directors) in order to ensure effective implementation of all initiatives and strategies. Completing the strategic account plans, focused on identifying service initiatives and opportunities that enhance / optimize the customer experience, creating customer value, exceeding customer expectations, strengthening client relationships, supporting savings, increasing retention, and optimizing performance through process and data analysis. Enhancing the GBT value proposition through policy consultation, identification of service enhancements, technology road mapping and optimizing online solutions.

Experience:

• Strong Operations/Service Delivery/Implementations experience in a leadership capacity.

• Required in depth knowledge and experience with markets across the EMEA region, including proprietary, partner and markets.

• Required proven success and demonstrable positive results in a global account / client management, operations, service delivery, or consulting experience with pharmaceutical accounts would be a bonus.

• Demonstrated ability to implement and develop strategies, build action plans and set goals.

• Proven track record to lead through influencing others in a global matrix environment.

• Experience leading/working with high performing teams and in a successful team culture.

• Validated innovative problem-solving abilities and decision-making skills required, in addition to prioritization, and planning skills.

• Strong negotiation skills, including the ability to handle objections and achieve mutually beneficial solutions.

• Strong background in Business Travel Service Delivery and Client Management.

• Demonstrated ability to proactively build and maintain a comprehensive network, both internally and externally, in order to successfully navigate internally and through client organizations.

• Demonstrated ability and experience in operationalizing optimization strategies and concepts for implementation across Service Delivery and Client Management

• A sophisticated range of communication and presentation skills

• Strong knowledge of Business Travel Service Delivery technology/tools and processes.

• Thorough understanding of our framework & processes to provide innovative solutions and resolution.

• Demonstrated ability to quickly learn, understand, and articulate key product and value proposition knowledge in a variety of contexts.

• Strong business acumen required to communicate the GBT value proposition.

• Strong analytical demeanour

• Possess a strong understanding of the industry and the global business travel marketplace.

• Ideally possess a solid understanding of the pharmaceutical industry or similar, and key drivers of that align with the GBT value proposition to clients in this vertical.

• Advanced software skills (MS Office) required.

Location

United Kingdom – Virtual Location

The #TeamGBT 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 more.

• 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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/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!

American Express Global Business (Amex GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, meetings & events for companies of all sizes.

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. That’s why at the start of your career, you’ll get the learning tools and resources you need to grow and thrive in your role.

Ready to explore a career path? Start your journey.

Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)