BRA_840000_Senior Manager Operations Groups

Job Specific Essential Duties & Responsibilities:

Budget Accuracy

• Implement procedures and monitor negotiated savings on total meeting spend to ensure client expectation of savings/cost avoidance is being met
• Approve all program related check requests, purchase orders, trip pay and expense reports prior to submitting them to General Manager

Leadership Development

• Recruit, interview, hire and train new staff
• Schedule and hold regular team meetings
• Forecast staffing, manage staff to actual volume and at or below budget
• Continually monitor staff alignment and organization to ensure the highest levels of customer service, efficiency and productivity
• Effectively manage direct reports, providing training and skill development.  Develop a succession plan in order to identify and train future leaders
• Oversee and approve all travel requests and requests for time off and maintain calendar
• Develop best practices, benchmarking, implementations and training to assist in challenging and developing staff. 
• Responsiveness to staff ideas, communicate validity and action plan to implement staff member idea (credit staff members)

• Conduct annual performance reviews. Establish plans with individuals to ensure maximized performance against goals 

Project Management

• Management of planning and logistics for all incentive/meeting programs assigned to operations team

• Implementation of BCD M&E standard operating procedures and the development and implementation of customer specific SOP

Customer Service

• Monitor service issues and problem resolution with customer via direct contact and survey follow up
• Interact with client and customers at every opportunity
• Maintain a broad base knowledge of all key Meeting Hosts, keep Management apprised of these key people, level of business they generate, any concerns or kudos regarding our relationships with these individuals

Data Accuracy & Reporting

• Ensure all audits, procedures and process improvements are conducted to meet Scorecard objectives
• Oversee correct and efficient use of meeting planning database for accurate client reporting, invoice back up and savings reporting