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. What You'll Do on a Typical Day :- + The dedicated Operations Manager is charged with achieving high quality of service across the region, owning & meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met. + Identifies the business needs and opportunities, prioritises, and prioritises to the client operation to improve client satisfaction. + The Operations Manager will work with the client & Amex GBT Client Management to define & implement mid and long-term strategies. + The successful candidate will lead, communicate and translate these services delivery strategies into defined tactical actions to improve the Business Travel value proposition. + Lead and ensure the successful deployment of key projects and drive savings as agreed with the client. + Liaise with Service Delivery teams globally to understand obstructions with any processes causing challenges and engage the client and the Amex GBT Traveler Care teams to drive process changes. + Handle the overall customer experience and liaise with Quality Teams to understand root cause of issues and complaints and drive improvements. + Be the senior management point person for the client on operational issues & escalations and take accountability to remedy any service failures. + Ongoing review of local country CSI and CSAT reports and put mitigation plan in place if needed. + Prepare and lead monthly service performance review meetings. + Conduct quarterly internal operational training and update sessions. What We're Looking For :- + Broad and deep knowledge of complex global Travel Service Delivery operations & processes. + Strong commercial judgment with the ability to balance growth, retention and profitability business goals against operational constraints and risk. + Excellent interpersonal skills including written & oral communication skills. + Strong project management skills with the ability to handle multiple global projects simultaneously. + Strong influencing skills internally & externally. + A campaigning and inclusive style of leadership, supported by clear understandable strategies with a strong focus on results. + Good stakeholder management skills. **Location** Singapore, Singapore **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 (https://www.amexglobalbusinesstravel.com/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! Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)