American Express Global Business Travel Looking For Manager of Meetings & Events India CoE at Haryana , Gurgaon Full Time

Job type full-time

Full job description

Job description title team leader – consenting t4m & m&e coe division global business travel department meetings and events band p1/m3 job summary this role is pivotal in continuing the success of the uk t4m team, you will be working with the t4m team manager, senior leaders across the amex gbt business streams, as well as a team of direct reportsThe day-to-day aspects of the role will be largely managing a team of consultants and supporting them to ensure sla/kpi’s are being adhered to, workloads are cleared and all aspects of the t4m processes are being applied, working with the t4m programme managers will also be a key part of the roleSupporting internal projects, such as, but not limited to, internal process change or the implementation of new technology, responding to internal or external queries, investigating customer service escalations, working with t4m programme manager support development of the t4m servicing capabilities to improve offering to clients as well as operational efficienciesClient industry this role description relates to travel for meetings (t4m) across consenting gbt clientsAccount type the team leader may work across a range of client account types and teams including consenting & non consenting travel for meetings (t4m) clients within uk meetings & events, ces and doe eventsKey strategic focus this role is focused on our “retention strategy.” all activity contributes to the the key responsibilities of overall client retention in terms of establishing a professional long term relationship, service excellence and account growth additional strategic input this role actively contributes to “efficiency” and “business development strategy” ensuring all processes followed are robust, that our activity and time management is efficient and that we all give attention to developing and growing our businessResponsibilities

Knowledgeable in all system operations, including gds & gbt technology.
To ensure that client policy is always adhered to.
To conduct, attend and contribute to office meetings as appropriate.
Maintain communication with team manager & senior leaders as required.
To work as part of a team and to communicate effectively with others to ensure mutual benefit through co-operation.
To support amex gbt gsr (global supplier relations) through score/r-max whilst always remembering that client choice is paramount.
To ensure that our client’s payment processes, and administrative requirements are accurately adhered to and that the input of management information statistics conforms to their specification.
To be cost effective in the workplace and maximise the usage and potential of all technology sources.
Ensure that all relevant staff at local and company level are kept fully conversant with client policy, procedures, and servicing standardsThese details are to be documented and updated as necessary.
Ensure that all staff complete amex gbt goals in accordance with amex gbt’s established performance review process.
Assist in the development of a training plan for reporting lines.
Ensure and effect the correct levels of staffing during periods of holidays, training, other agreed absences and assist with contingency planning as appropriate.
Support the team manager in the recruitment of staff in accordance with amex gbt’s recruitment policy and procedures.
Assist with client management activities to ensure regular client liaison and good customer relationshipsPromote and communicate these activities to members of the t4m team.
To review, consider and if necessary, challenge amex gbt proceduresTo develop, recommend and deliver revised workable solutions.
To make full use of training opportunities available and use the knowledge and skills gained to the benefit of all partiesEncourage section staff to also make full use of training opportunities available.

Qualifications, skills & knowledge

Knowledge of the airline industry
Previous group or business travel experience preferred
Group and or published airline ticketing experience an advantage
Gds: group and individual reservations: sabre preferable
Ms office 365 user
Negotiation and contracting skills
Fluent business english
Customer care excellence
Excellent communication skills both written & verbal
Minimum of 3-5 years’ experience in group or individual flight booking
Flexibility and ability to adapt
Able to work well in a team
Used to working under pressure
Must be able to prioritise own and team workloads
High level of attention to detail

Job specific tasks the t4m team leader role contains all or some of the following tasks, but not limited to:

Having a detailed knowledge of own business stream and an outline knowledge of other areas of the business; a good all-round product knowledge.
Representing amex gbt with confidence; responding to customer needs and establishing long-term relationships.
Empowering others to own tasks; encouraging individual contributions to the team’s goals; engendering a strong spirit; recognising, valuing, and utilising contributions of all team members.
Actively learning from experiences by soliciting feedback from others; taking responsibility for learning skills and knowledge in current role; taking ownership for own/team professional development.
Understanding the strategic direction of amex gbt; demonstrating a commitment to supporting the company’s and department’s goals and objectives; co-operating effectively with colleagues and internal customers; supporting decisions that are made; adhering to amex gbt core values.
Conveying information with clarity, conviction, and credibility: maintaining an excellent manner with people, even when under pressure: communicating confidently, sensitively, and effectively at varying levels.
Possessing good problem-solving skills; having a structured approach to dealing with issues; making good recommendations and rarely requiring guidance.
Effective organisation and time management skills with the ability to utilise people and resources appropriately.
Being diligent and expedient in applying amex gbt processes and procedures; successfully completing tasks and procedures to enable an efficient operation.
Evaluating and recommending solutions for commercial opportunities and/or risks.
Selling using an effective sales framework; having a rounded knowledge of products and services.
Providing honest and direct feedback, which is constructive and non-judgemental in a clear manner, ensuring feedback is understoodBeing receptive to feedback and actively learning from it.
Using good communication skills to gain commitment and agreement; encouraging others to see their viewpoint and influencing outcomes.
Preparing a structured agenda, encouraging points from participants; using strong interpersonal skills to create a focused, motivated environment; using a facilitative style to build on ideas as they arise to explore issues in more dept; communicating action points and delegating and/or following up on them appropriately.
Addressing day to day performance issues directly, adhering to amex gbt policies; offering constructive feedback in a timely manner.
Having a flexible management style and knowing when to provide direction and give support; displaying a coaching style with the team or in 1 to 1’s, encouraging feedback and two-way communication; setting challenging work assignments and objectives; delegating to help develop others and regularly discussing their career development.
Adhering to amex gbt recruitment policies and procedures; screening applicants effectively; the quality of interviewing skills and the selection of candidates.
Understand the motivators of high and low achieving members of the team; providing a spirit of ownership and responsibility; using strong communication skills to coach and develop the team; dealing with the causes of de-motivation.
Delegating tasks without abdicating responsibility; selecting the appropriate individuals or teams to delegate to; supporting, communicating, and feeding back on results.
Using assertion during conflict situations; respecting the needs of other parties and understanding the perspective of others; creating win-win situations through negotiation to reach resolution.
Using strong questioning and listening skills to enable others to develop plans to improve performance respecting confidentiality.
Possessing good leadership skills; building a supportive and willing team and having a positive impact on them; setting an appropriate example and being seen as fair, consistent, and impartial.
Regularly suggesting and trying out new ideas; presenting innovations and ideas with clarity and conviction.
Promoting a positive outlook during periods of change; thinking through the implications of change, identifying the advantages and benefits, and managing resistance.

Location india – haryana – gurgaon
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
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