American Express Global Business Travel Hiring for Working Team Leader – Meetings & Event Planning at Montpelier, Vermont Full Time

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.

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WHAT YOU WILL DO:

Develop and expand the project account relationship by providing comprehensive expertise and leadership to GBT and to major clients, overseeing the planning of programs, providing client and team consultation, support and training, and leading special projects. To function as primary client liaison and lead for assigned programs. Lead corporate meetings and events through the implementation of strategy and negotiations, delivery of objectives, and execution of logistics. Work closely with client contact to understand and meet program objectives/outcomes.

This position also requires leadership of direct reports. Role must advise and coach the activities of assigned personnel to ensure all customer service levels and results pertaining to accounts assigned are achieved. Provides comprehensive leadership to clients, being responsible for planning of programs, providing client and team support and training, and handling special projects. Leads exempt and non-exempt employees who support contract management, sourcing, planning and budget development for dedicated accounts. Performs other duties as assigned.

People Management :

• Creates and encourages a positive and open work environment to improve quality of work life.

• Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.

• Ensures direct reports are maintaining compliance through monitoring and measurement.

• Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis and ensures the performance process is improved.

• Encourage the sharing of industry trends, ideas, special educational opportunities, and standard processes.

• Leads weekly meetings to discuss volume, productivity, customer results, process, and service levels.

• Provides performance-based rewards and recognition to reinforce behavior as it occurs.

• Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.

• Lead team members regarding daily inquiries.

• Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members’ program budgets.

• On-boards new employees.

• Ensures people related paperwork is current for direct reports.

• Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports.

• Act as subject matter expert (SME) to ensure consistency and training for all, using standard process approach, experience and knowledge.

Relationship Management:

• Resolves customer inquiries which have been brought up, and coaches direct reports to research and resolve customer inquiries.

• Communicates customer inquiries to Operations Manager which have the potential to intensify.

• Resolves problems and removes obstacles through interaction with other functional departments.

• Raises obstacles while presenting solutions to Operations Manager.

• 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 satisfaction.

Process Management:

• 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.

• Ensures that customer satisfaction 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.

• Completes project timeline and establishes a workflow schedule with client and suppliers to facilitate prompt and accurate handling of all program details.

• Manages any hotel needs, destination management company (DMC), air and third-party contracts. Monitors attrition dates, cancellation policies and ensures contracted services are performed. Hotel contract management may also be required.

• Communicates between Web Builder and clients with respect to web requirements on assigned programs.

• Coordinates and may attend site inspections as needed.

• Partners with designated team to communicate registration and air needs, status meetings and continuous communication throughout program.

• Coordinates all program details and produces a program itinerary / working agenda that outlines all program specifics and requirements.

• May conduct program debrief with client.

• Works with accounting to complete final bill, reviews and reconciles final billing prior to final invoicing to client.

• Ensures consistency of client branding guidelines.

• Maintains accurate records, system input, and complete file management as outlined in GBT and client policies and procedures.

• Evaluates program impact and reassesses objectives and outcomes.

• Assists with any level of event including those of a sophisticated nature, high level of confidentiality, international scope, etc.

• Outlines strategy, communication plan, and process for assigned programs.

• Manages onsite program execution.

Financial Management:

• Strategize with manager to analyze, forecast, implement and manage financial and operational measures to supervise results and ensure operational profitability. Holds self and others accountable for business results.

• Audit files of employee events.

• Oversees documentation of negotiated savings.

Other:

• Manages special projects as assigned by the Operations Manager

• May require travel to destinations worldwide, in support of client site inspections and program operations.

• Perform other duties as assigned.

WHAT WE ARE LOOKING FOR:

• Minimum of five years of experience in leadership of event or meeting management teams or equivalent.

• Proven people leadership skills.

• Knowledge of meeting planning required. CMP preferred.

• Knowledge of meeting industry

• Strong ability to interact with client contacts at a meeting level and key contact level, when needed.

• Previous experience meeting key performance indicators preferred.

• Program management system and meetings industry technology experience preferred.

• Understanding of and ability to effect win/win solutions.

• Prior successful experience in developing and maintaining key client and supplier relationships.

• Prior experience in effectively handling multiple projects/demands.

• Solid understanding business financials, contracts, and service levels.

• Intermediate Level Microsoft Excel required.

• Intermediate Power Point required.

• Must be extremely detail focused. Accuracy is a must.

• Strong ability to interact with client contacts at a meeting level and key contact level, when needed.

• College degree preferred.

• Proven aptitude for analytical skills required.

• Ability to travel by airplane, boat, rail and/or car.

Location

United States – Virtual Location

The US national annual base salary range for this position is from $50,000 to $100,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

GBT 2023 Benefits-at-a-Glance (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT_2023BenefitsAtAGlance_Without_Rates_Final.pdf)

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!

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