Congress Operations Manager

About Us:

At BCD Meetings & Events (BCD M&E), we provide more than meeting and event planning services: we create connections that inspire, motivate and change behavior for our customers. As the world’s most trusted and innovative meetings and events agency, BCD M&E cultivates a culture of people, passion and purpose to drive business forward. 

Headquartered in Chicago, with locations in 60+ countries across the world, BCD M&E’s team of 2,000+ people are committed to sustainability and driving success for our customers, our business and ourselves. Our values are at the heart of everything we do, and we look for people that want to be a part of something special, can rise to our standards and love to bring their unique perspective to the table.

While we can’t guarantee every day will be the best (who can?), we can promise a community of people who genuinely care and lead with empathy, a flexible workplace with awesome perks and challenging work that means something. 

See what life is about at BCD M&E at bcdme.com/careers

About the Role 

We are looking for an Congress Operations Manager to join our dynamic team within our Life Sciences Division. In this client facing role, you will manage a Congress team which includes Program Managers, Ancillary Meeting Managers, Registration/Housing Managers, and Congress Coordinators.  This is a virtual position, and you must work East Coast hours.  This role will be responsible for all program operations, program management, staffing, and maintaining service levels at or above the minimum standards. Sound like you? Read on!

As a Congress Operations Manager, you will

• Manage, oversee, and assign workloads for all Congresses, Ancillary Meetings, and Sponsorship Payments for all direct reports for multiple clients; ensuring the availability & development of talent needed to meet current & future needs
• Responsible for all client communications as overall contact/liaison between all meetings resources and Client Leaders
• Meet with the internal Congress management team and Brand Stakeholders regularly to discuss needs of their Business Unit, clear understanding in how their BU is tracking against the forecast, major changes that could affect the forecast (product launching, etc.) as well as individual team performance and areas for improvement
• Develop relationships with the clients’ Account and Operations Managers and Business Customers to better understand the changing needs of the business and to forge strong relationships
• Ensure both yourself and your team have an understanding of the BU(s) they support and the nuances involved
• Provide knowledge and guidance to our clients to help lead them to the best result
• Liaise with clients regularly to monitor progress of direct reports and areas for opportunity
• Attend leadership meetings to remain current on process and policy.
• Conduct weekly calendar meetings to review status and needs of each meeting or event with all planners and service providers.
• Monitor each planner's progress and workload to ensure deliverables are being met, compliance is adhered to and workload is manageable
• Implement BCD Meetings & Events standard operating procedures (SOPs) and develop and implement customer specific SOPs
• Review, approve or reject all BCD Meetings & Events employee expense reports
• Approve or reject as appropriate, individual time off requests to ensure adequate coverage
• Implement, monitor, and ensure all related controls and audit procedures are adhered to
• Ensure all client and BCD SLAs are met
• Drives operational excellence and highest level of customer services, fostering a customer centric environment
• Collaborate with leadership to ensure proper staffing levels to maintain all deliverables are provided
• Suggest, create, and manage seamless integration process between all other BCD Meetings & Events teams
• Continuously review procedures and policies for improvements and updates
• Challenge the status-quo. Look for innovative solutions that help simplify the process.  Consider resurrecting old ideas if you still believe they are worthwhile.
• Partner with the client to drive the business forward.  Continue to raise concerns, gaps, and areas for improvement.  Challenge the norm.
• Manage the on-boarding, off-boarding, and security of new and/or terminated BCD Meetings & Events employees with necessary parties.
• Sets clear, measurable performance expectations for staff
• Plan and support meetings as needed
• Interview and train new hires, conduct employee development training to drive team knowledge and experiences
• Recommend creative solutions to bolster team morale and a strong team environment
• Collect and review of all metrics and savings.
• Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position as directed by BCD Meetings & Events
• Create development plans for direct reports based on their areas of interest, competencies, and desired career paths

You’re good at

• Strong leadership skills
• Good analytical skills, general understanding of accounting, budget and profit and loss statements
• Strong customer service and organization skills
• Strong understanding of compliance controls & adherence
• Knowledge of group travel operations and industry
• Ability to manage strong clients and growing operations
• Effective organizational and time management skills and follow-through on goals, plans, and project
• Highly effective oral and written communication skills, including public speaking and client presentations
• Proven pursuit of learning and self-development
• Exhibits excellent problem-solving skills
• Ability to manage change and demonstrate personal adaptability and flexibility
• Demonstrates personal and organizational integrity
• Proven ability to generate new ideas to increase efficiencies and respond to customer needs creatively; proactively responding to customer requirements
• Capability of thinking innovatively, strategically, and conceptually
• Ability to work independently, developing strategies, action plans, and implementation of plans
• Ability to embrace diversity
• Ability to manage client relationships related to operational objectives
• Ability to select, motivate, coach, and develop staff
• Professional manner and appearance
• Ability to lead - setting direction, developing teamwork and collaboration, and achieving results through others
• Ability to work well under pressure and adapt to ever-changing scenarios
• Strong listening and evaluating skills & strong attention to detail 

You might also have

• Bachelor’s degree strongly preferred.
• Minimum of two (2) years’ experience in managing people with a minimum of five (5) previous direct reports. 
• Minimum of eight (8) years’ experience in incentives, event planning, and/or program management, to be able to anticipate & solve problems prior to program impact required.
• Minimum of five (5) years’ experience in account/client management.
• Minimum of five (5) years’ experience managing outside vendors, sourcing, and negotiating contract services.
• Experience managing budgets required.
• Pharmaceutical Industry experience required.
• Previous Congress experience required.
• Able to travel as required – up to 50%, both international and domestic, annually. 
• Proficiency in Microsoft Office applications.
• Proficiency in Cvent.  

You should know:

• This role is Virtual, although onsite travel is required (50%).
• Our standard working hours are 8:30 AM - 5:30 PM EST with an hour break.

THE PERKS

Flexible Working
We believe that a flexible working environment is key to getting the best out of our teams. We will support you to work where you need to and when you need to, depending on how you work best.

Room to Grow
Our line of work and business structure challenge our people in a way that inspires growth, with learning and development built into every role. We give individuals ownership over the direction and speed in which they grow.

Everyone has a voice
We thrive on conversations that spark curiosity and empathy. No matter how big or how small, every voice is heard, considered and respected.

Make your move
The diversity of roles across BCD M&E’s global locations means that our people often find new adventures during their time with us. Join us as a meeting planner role in the UK, stay for a global marketing career — there’s always room to move.

We’ve got you covered
Our extensive benefits include comprehensive healthcare, retirement plans, continued education support, diverse work locations, travel and hotel discounts, volunteer and sustainability opportunities and a successful employee recognition program.

We’re positive. You’ll love it.
It starts from the top. Our leaders lead with positivity, believe in our people and trust us to do the right thing. There will always be support along your journey, in little and big ways.
 

Travel requirements for this role are as follows:25% to 50% 

We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Congress Operations Manager  is between $75,000 - $95,000. The actual pay depends on your skills, qualifications, experience, geographical location, and project budget.

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