Service delivery manager
1 month ago
time left to apply End Date: December 14, 2024 (3 days left to apply) job requisition id J-70565 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. Ready to explore a career path? Start your journey. The SDM will focus on operational strategy; execution related to global consolidation, change management and program optimization to help Firm handle their global travel spend. What you'll do on a Typical day Operational Travel Management Support Coordinates and supports communications, progress and standard methodologies in completing tactical and operational travel management activities Continuously updates travel information on Firm's Intranet and travel Intranet; demonstrates traveler communication, mentorship and support Implements operational initiatives to ensure outstanding servicing levels Develops relationships and handles customer concerns or issues with third parties, including Third Party Networks (TPN) and visa providers. Additionally, service delivery managers should also actively engage with third parties that may not have a direct contract with Vendor, i.e. airlines, hotels, private jet providers, OBT provider and GDS. Works globally with Vendor's service delivery managers in other regions to ensure global sharing of regional ideas and standard processes, ensure global consistency where applicable, and handover issues customer concerns between regions when the topic is multi-regional Program Compliance and Demand Management Provides change management strategies to drive travel program improvements and savings in all regions and countries Secures awareness of travel policy guidelines and overall travel program knowledge Monitors travel policy and forwards recommendations based on behavioral critical metrics Handles savings initiatives to drive traveler booking behaviors Coordinates travel policy rules and preferred suppliers' contracts set up for all platforms Online Program Support Assesses travel policy rules and acts as liaison with Online Booking Tool (OBT) online support teams (site reviews) Recommends OBT configuration based on traveler feedback and understands user navigational experiences with OBT Develop training tools, internal user guides, and other internal communications in support of product upgrades, functionality improvements so to support end users Shares standard methodologies on confirmed online usage strategies, communications and benchmark metrics What We’re looking for: Operational Management Support Supports and maintains working relationships with travel suppliers to support critical issues (airlines, hotels, rental cars, ground transportation, travel management companies, online booking tools, new travel technologies) Identifies any known upcoming changes to the travel program, travel volumes or destinations Prioritizes and participates in preparation of management information deliverables including recurring and ad-hoc reporting requirements for partners Identifies potential areas for policy and program improvements that align with business objectives, to be communicated to the regional travel contact for future consideration. Coordinates resolution of issues across different parts of Vendor's organization (and other partners as appropriate) to facilitate a successful outcome Supports the Regional Travel Manager in education and awareness activities within the region including the preparation and delivery of communication updates and stakeholder training Liaises with Service Delivery Managers in other regions to ensure consistency of approach and execution of responsibilities, leveraging best practices Ensures customer happiness towards Firm demand side by acting as a focal point for relevant suppliers, to establish customer requirements, and to provide regular reports to stakeholders which bring visibility on suppliers' performance related to compliance and savings Program optimization: finds new areas for potential improvements on service and savings Location Singapore, Singapore The #Team GBT 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 applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult 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; #J-18808-Ljbffr
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