Operations Manager – Strategic Meetings (Pharma) Position Available In Albany, New York

Job Order Number:

DG0154181

Job Title:

Operations Manager

• Strategic Meetings (Pharma)

Company:

American Express Global Business Travel Location:

Albany, NY

Salary:

Education:

Information Not Provided

Experience:

Information Not Provided

Hours:

Duration:

Full Time, Regular

Shift:

Description:

 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.

The Operations Manager

• Strategic Meetings Pharma directs and coaches assigned personnel to ensure that all services, administration, and profit objectives pertaining to pharmaceutical client is achieved while maintaining high service levels.

Responsible for providing client and team support while training and leading special projects. Managing approximately 5 to 35 exempt and/or non-exempt direct or indirect reports, which lead teams that support sourcing, contracting, planning/onsite, and budget development for dedicated pharma account.

• What You’ll Do:

• Financial Management
• + Reviews and updates the financial forecast with the financial data as required and monthly client financial settlement summaries.

+ Monitors team to achieve the highest profitability on assigned accounts by tracking labor, invoicing on a timely basis, updating reporting systems, collecting commissions, and understanding profit points within their programs.+ When assisting with proposals, ensures cost sheet accuracy before initial presentation.+ Strategize, analyze, forecast, implement, and manage financial and operational measures to track results and ensure operational profitability.+ Ensure accurate tracking and reporting of TOV activity at the event level.

• Relationship Management
• + Provides pharma meeting industry and product subject matter expertise from the pre-proposal stage to proposal qualification/development/delivery.

+ Maintains active and past operated travel program history and review the history with Account Managers, and Business Development to identify meeting trends and new travel opportunities for clients.+ 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 mentor direct reports to research and resolve customer inquiries.+ Participates in management meetings to ensure standardization of processes across SM and to discuss solutions and service levels.+ 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 happiness.

• Process Management
• + Anticipates upcoming workload/activities and plans accordingly.

Coordinates workload overflow with other Directors.+ Coordinates with other Amex GBT leadership to prepare short and long-range project and financial forecasts.+ Identifies, develops, and ensures implementation of SOP’s and standard practices and process improvements.+ Ensures that customer happiness via client survey and benchmark 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.

• People Management
• + Coaches and guides Team Leader(s) and indirect reports in leadership role.

+ Leads weekly team meetings with team to discuss volume, productivity, customer deliverables, process, and service levels.+ Serves as a Mentor in the areas of forecasting, costing, and budgeting, and reviews team members’ program budgets.+ On-boards new employees.+ Act as SME to ensure consistency and training for all, using best practice approach, experience, and knowledge.

• What We’re Looking For
• + Minimum of five (5) years’ experience for pharma meetings managem