Event Manager

Coaching and Developing Others 

• Establishes business-driven development plans for individuals, teams, or departments 

• Determines plans for long-term learning and developmental needs working with training department 

• Identifies mission-critical competency areas needed to meet business unit objectives 

• Supports and helps arrange rotational assignments within and between teams 

• Successfully coaches both superstars and problem performers, monitors progress through feedback sessions 

•  Checks for understanding of and commitment to performance and development goals as well as follow up activities 

• Evaluates completed development considering its contribution to achievement of business goals 

• Utilize Peakon to create actions and interact with employees on their feedback to facilitate dialogue to improve employee engagement. 

Quality 

• Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals 

• Consistently follows BCD Travel guidelines 

• Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals 

Service Excellence 

• Ensure customer satisfaction is measured through provided tools and goals are met; implementing plans for continuous improvement 

• Serves as the primary liaison between the Account Manager and the operational staff; ensuring all client needs are met 

• Reviews customer servicing metrics; seeking and  implementing improvements and ensuring goal levels are  met 

• Serves as the escalation point for client and/or customer issues, ensuring customer satisfaction 

• Provides direction to the team for improved customer satisfaction 

• Balances the needs of the customer/client and operational need to ensure efficiency and effectiveness 

Teamwork 

• Seeks opportunities to review operational processes and the commercial relationship with customer, working with commercial teams to implement suggestions for improvement 

• Assists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers 

• Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning 

• Provides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coaching  

• Oversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved 

• Works with performance data to maximum the effectiveness and efficiency of the team  

• Creates a positive work environment 

• Responsible for employment related act ivies such as hiring and on-boarding of new employees, disciplinary  actions and terminations 

• Maintains the highest level of integrity as a representative of the company; abiding all company policies and procedures 

Handle Incoming Requests 

• Strong understanding of client policies and processes, determining the impact to the operation team as changes are implemented 

• Leads the effort or provides direction to review current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met. 

• Has a strong understanding and accurately provides direction on a large spectrum of travel supplier rules. 

• Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)  

• Supports BCD Travel and client driven initiatives 

Communication 

• Uses positive language and word choices to avoid  negative reactions 

• Applies proper communication guidelines (clear, concise and personal) to interactions 

• Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc. 

General Management Responsibilities 

• Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement  

• Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations 

• Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget 

• Manages overall budget and performance against budget 

• Responsible for evaluating and maintaining operation staffing 

• Responsible for all assigned administrative tasks 

• Leads change efforts, providing information and communication 

• Identify and communicate risks, issues and benefits to the operations and/or the customer 

• Delegates work to others for improved results and individual growth as applicable 

Administrative Tasks 

• Performs quality management such as error management 

• Completes administrative tasks as assigned 

• Assists or oversees testing or researching root causes and develops suggestions for improvement 

• Assists in projects as assigned (ex: implementations) 

• Attend scheduled meetings or calls as assigned 

• Conducts meetings and training sessions as appropriate 

• Manages Disaster Recovery plans and efforts 

• Manages day-to-day needs of the team and provides assistance and direction 

Other: 

• This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position.  The employee may be asked to perform other duties and responsibilities, as necessary.