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.

 

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Directs and coaches the activities of assigned personnel to ensure all customer service levels and deliverables pertaining to accounts assigned are achieved. Provides comprehensive leadership to clients, leading all aspects of planning of programs, providing client and team support, training, and leading special projects. Leads a team of 8 to 15 exempt and non-exempt team members who are responsible for supporting planning, attendee management, and website builds for assigned accounts. Performs other duties as assigned.

PEOPLE MANAGEMENT:

Creates and encourages a positive and open work environment to improve quality of work life.Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.Ensures direct reports are maintaining compliance through monitoring and measurement.Evaluates staffing models to ensure appropriate staffing levels are in place.Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis.Encourage the sharing of industry trends, ideas, special educational opportunities and standard methodologies.Leads weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels.Provides performance based rewards and recognition to reinforce behavior.Coaches direct reports to improve performance and counsels with human resources when communicating written warnings. Follows company policies and procedures for all disciplinary actions.Lead team members regarding daily inquiries.Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.On-boards and trains new employees.Ensures people related paperwork is current for direct reports.Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports.Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge

RELATIONSHIP MANAGEMENT:

Resolves customer inquiries which have been escalated, and coaches direct reports to research and resolve customer inquiries.Communicates customer inquiries to Operations Manager which have the potential to escalate.Resolves problems and removes obstacles through interaction with other functional departments.Escalates obstacles while presenting solutions to Operations Manager.Develops strategic partnerships with multiple contacts within client and supplier organizations.Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.

FINANCIAL MANAGEMENT:

Strategize with manager to analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability. Holds self and others accountable for business results.Ensure post program documentation is filed in alignment with client requirementsAudit files employees' events.

​PROCESS MANAGEMENT:

Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.Ensures that customer satisfaction via client survey and Benchmarks results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.Outlines strategy and communication plan for assigned group.Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.

     OTHER:

Manages special projects as assigned by the Operations ManagerMay require travel to destinations worldwide, in support of client site inspections and/or program operations.Perform other duties as assigned

Requirements

Minimum of five years experience in leadership of event or meeting management teams or equivalentProven people leadership skill and impact of large teamsKnowledge of meeting sourcing and or planning as required by account portfolioKnowledge of meeting industryStrong ability to interact with client contacts at a meeting level and key contact level, when neededCvent technology experience requiredUnderstanding of and ability to effect win/win solutionsPrior successful experience in developing and maintaining key client and supplier relationships

     

Location

Canada

     

The #TeamGBT 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;" please apply anyway. You may be exactly the person we’re looking for!