[Hiring] M&E Center of Excellence Operations Team Leader @American Express Global Business Travel

Role Description

Lead the assigned team who are responsible to support Specialized Process Management in the Global Center of Excellence in Meetings & Events. Through defining, implementing, and monitoring team objectives, ensure accurate and timely closure of tasks per the company policies and Standard Operating Procedures.

He / she will liaise and work collaboratively with the Stakeholders and internal Departments across customers and regions.

Provide comprehensive leadership to AMEX GBT and to clients, overseeing implementation, providing team support and training, and managing special projects.

What You'll Do

• Project / Process Management
  • Oversees the planning, execution and delivery of Projects ensuring they meet the objectives and timelines.
  • Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
  • Ensures that Standard Operating Procedures are followed by all team members to ensure consistency and accuracy.
  • Support Implementation of Specialized Process Management processes across customers and regions.
  • Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
  • Perform and maintain all administrative team tasks and ensure all databases are up to date.
• People Management
  • Creates and encourages a positive and open work environment to improve quality of work life.
  • Monitors, tracks, and reports on performance against service level goals and benchmarks.
  • Be actively involved in Action Planning for Employee engagement Survey.
• Relationship Management
  • Liaise with the stakeholders and business partners for new hire training plans, performance, and feedback.
  • Resolves problems and removes obstacles through interaction with other functional departments.
  • Develops partnerships and work collaboratively with multiple contacts within Account Management and Operations team.

Qualifications

• Excellent communication skills in English (spoken and written) to support global teams and potentially clients and suppliers.
• Graduates with at least 10 years of work experience and 3-5 years of experience in managing a team in process management domain supporting global customers.
• Experience in leading multiple projects from initiation to completion using Project management methodologies.
• Ability to lead a Team and work collaboratively. Prior experience in Team management / supervisory position is preferred.
• Customer service excellence.
• Reasonable proficiency in MS Office productivity tools such as Excel.
• Experience working in the Event Management industry a plus.
• Must be willing to work virtually and in EMEA shifts.

Benefits

• Flexible benefits tailored to each country, starting the day you do, including 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 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, connecting with colleagues through our global INclusion Groups.
• And much more!