M&E Pharma Event Team Leader

American Express Global Business Travel

4d

About The Position

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. 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, oversees teams’ sourcing and planning tasks for assigned programs, provides client and team support, conducts team trainings, and runs special projects. Manages 8 to 14 exempt and non-exempt employees who support sourcing, planning, registration, attendee management, and budget development for dedicated accounts. Performs other duties as assigned. What You'll Do: Creates and encourages a positive and open work environment to improve quality of work life. Ensure 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. Evaluate 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 and ensures the PMP process is improved. Encourage the sharing of industry trends, ideas, special educational opportunities, and best practices. Lead weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels. Provide performance-based rewards and recognition to reinforce behavior as it occurs. Coach direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions. Lead team members regarding daily inquiries. Serve as a mentor in the areas of forecasting, costing, and budgeting, and reviews team members' program budgets. Onboard new employees. Ensure people related paperwork is current for direct reports. Review, 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 Resolve customer inquiries which have been raised, and coaches’ direct reports to research and resolve customer inquiries. Communicate customer inquiries to Operations leadership which have the potential to intensify. Resolve problems and removes obstacles through interaction with other functional departments. Call out obstacles while presenting solutions to Operations leadership. Develops strategic partnerships with multiple contacts within client and supplier organizations. Maintain proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction. Strategize with operations leadership 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. Audit files of employees' events. Oversee documentation of negotiated savings by client. Identify, develops, and ensures implementation of SOP's, standard practices and process improvements. Ensure that customer satisfaction via client survey and benchmark results are analyzed and communicated to the team for the purpose of developing direct reports and ensuring/ improving client satisfaction. Develop service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded. Outline strategy and communication plan for team. Responsible for managing healthcare compliance guidelines and TOV reporting requirements

Requirements

• Demonstrated 3-5 years’ of proven experience in leadership of event or meeting management teams or equivalent.
• College degree preferred
• Proven aptitude for analytical skills required.
• Proven people leadership skill and impact of large teams
• Knowledge of meeting sourcing and planning required
• Knowledge of meeting industry.
• Strong ability to interact with client contacts at a meeting level and key contact level, when needed
• Cvent and meetings industry technology experience required
• Understanding of and ability to effect win/win solutions
• Prior successful experience in developing and maintaining key client and supplier relationships.
• Prior experience in effectively handling multiple projects/demands
• Solid understanding of business financials, contracts, and service levels
• Ability to travel by airplane, boat, rail and/or car to domestic and international locations.
• Experience in managing healthcare compliance guidelines, TOV for life sciences

Responsibilities

• 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, oversees teams’ sourcing and planning tasks for assigned programs, provides client and team support, conducts team trainings, and runs special projects.
• Manages 8 to 14 exempt and non-exempt employees who support sourcing, planning, registration, attendee management, and budget development for dedicated accounts.
• Creates and encourages a positive and open work environment to improve quality of work life.
• Ensure 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.
• Evaluate 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 and ensures the PMP process is improved.
• Encourage the sharing of industry trends, ideas, special educational opportunities, and best practices.
• Lead weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels.
• Provide performance-based rewards and recognition to reinforce behavior as it occurs.
• Coach direct reports to improve performance and counsels with human resources when presenting written warnings.
• Follows company policies and procedures for all disciplinary actions.
• Lead team members regarding daily inquiries.
• Serve as a mentor in the areas of forecasting, costing, and budgeting, and reviews team members' program budgets.
• Onboard new employees.
• Ensure people related paperwork is current for direct reports.
• Review, 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
• Resolve customer inquiries which have been raised, and coaches’ direct reports to research and resolve customer inquiries.
• Communicate customer inquiries to Operations leadership which have the potential to intensify.
• Resolve problems and removes obstacles through interaction with other functional departments.
• Call out obstacles while presenting solutions to Operations leadership.
• Develops strategic partnerships with multiple contacts within client and supplier organizations.
• Maintain proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
• Strategize with operations leadership 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.
• Audit files of employees' events.
• Oversee documentation of negotiated savings by client.
• Identify, develops, and ensures implementation of SOP's, standard practices and process improvements.
• Ensure that customer satisfaction via client survey and benchmark results are analyzed and communicated to the team for the purpose of developing direct reports and ensuring/ improving client satisfaction.
• Develop service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
• Outline strategy and communication plan for team.
• Responsible for managing healthcare compliance guidelines and TOV reporting requirements

Benefits

• 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 wellbeing resources to support you and your immediate family.
• 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 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 Inclusion in every aspect of our business at Amex 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager