Manager - GTP Business Operations

Travel Incorporated•Duluth, GA

13h•Remote

About The Position

Leads a team responsible for delivering comprehensive group travel, event, and lodging management services. Oversees administrative operations, financial processes, and reporting functions, ensuring accuracy, compliance, and data-driven decision-making. Interfaces with clients and vendors to build strong relationships and ensure successful planning, sourcing, and execution of group programs. Develops staff capabilities, manages team and individual performance, and drives operational excellence to meet or exceed client expectations while continuously improving processes and standards.

Requirements

Bachelor’s Degree in business or related field or equivalent combination of education and experience.
5+ years experience in group travel management contact center environment or closely related industry required with 3+ years experience in direct supervisory role responsible for associate coaching and development.
Deep expertise in travel management, products and services.
Solid digital literacy with common business tools including internet, chat and email.
Strong skills with MS Office, Google Business Suite or similar.
Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools.
Knowledge of event registration platforms and attendee management software.
Demonstrated ability to coach and lead others is required as evidenced by prior leadership experience.
Experience in handling personnel-related issues and developing and retaining staff.
Communicates effectively and professionally with associates, team members, leadership and clients.
Demonstrates active listening and employs professionalism when sharing information.
Writes clear and concise emails and written communications.
Shows appropriate empathy and creates an environment of trust through communication style.
In tune with external environments including industry, regulatory and legal factors that impact business operations; recognizes and responds to internal organizational structures, requirements and norms.
Prior experience effectively managing personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.
Ability to analyze statistical performance and operational data, develop management summary reports and proactively develop action plans.
Working knowledge of contact center operations and key performance metrics.
Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment; balances needs of the company, client and associate.
Receptive to feedback; coachable; has a personal drive to improve performance.
Ability to build plans to accomplish work and achieve goals/objectives and hold others accountable for doing the same.
Strong time management and execution skills; focus on clear and realistic action steps; ability to complete duties on time and with urgency as necessary.
Strong ability to build consultative client relationships.
Ability to work independently and collaboratively with clients and internal partners.
Forges solid and respectful working relationships with team and superiors.
Strong process orientation with the ability to identify improvement opportunities; works collaboratively with Company staff on projects that include processes, tools and offering development.
Detail oriented with the ability to see the big picture.
Passionate about client service; genuinely motivated to make a positive impact for others; drives client focus throughout the organization.
High emotional intelligence; displays empathy and care appropriately, while effectively managing own emotions; handles emotional conversations well and deescalates when needed; works collaboratively with diverse teams.
Excellent problem-solving skills; ability to develop creative solutions to complex situations.
Effectively solves client problems and offers appropriate solutions; makes next steps clear.
Excellent judgment and independent decision making within assigned authority levels.
Able to proactively identify and address challenges, opportunities or tasks without prompting or explicit direction, demonstrating self-motivation, resourcefulness and a results-driven mindset.

Responsibilities

Accountable for results, metrics, and continuous improvement within primary ownership areas, while supporting cross-functional execution across administrative and support functions.
Provides management and oversight for administrative, financial and other support functions for the Groups team; Performs ongoing training as required to maintain standards and mentors team as needed.
Provides leadership, direction, development and on-going feedback to associates including informal coaching, day-to-day direction, goal-setting and biannual reviews; Remains engaged and available meeting team’s needs and ensuring team success.
Maintains an active expert level awareness of Company policies, security protocols, compliance requirements and HR requirements as it relates to managing associate groups.
Approaches management with professionalism and leads by example at all times.
Ensures the adoption of all Company security policies and protocols within the team.
Effectively handles immediate client escalations, solves issues and takes steps to use escalations as a coaching opportunity.
Actively participates in recruitment efforts and candidate interviewing/selection to hire high quality individuals as needed and ensures thorough and effective onboarding of new team members.
Works collaboratively with peers and internal partners to effectively implement new programs and improve business performance; leads or contributes to special projects.
Conducts periodic reviews of associate base pay and job level, making recommendations regarding pay increases and promotions.
Serves as an expert in Company value proposition, products and services, and client solutions; leads team to continuously build knowledge.
Embraces Excellence in Client Care for all internal and external client interactions.
Accountable for strategy, execution, metrics, and continuous improvement within these areas.
Monitors key performance metrics for sourcing, contracts, and financial reconciliation, recommending process improvements to increase efficiency and effectiveness.
Leads administrative and reporting functions, including generating, reviewing, and presenting operational, financial, and client-focused reports to senior leadership.
Oversees administrative aspects of group programs including New Account Data forms, downloads, and program management.
Collaborates with cross-functional teams to ensure seamless integration of ancillary services, including transportation, catering, and audiovisual support, into overall event and lodging planning.
Leads sourcing of hotels, lodging, and event venues for government programs and group travel operations, supporting both planned events and rapid-response deployments.
Negotiates and manages venue and lodging contracts, ensuring competitive pricing, favorable terms, and compliance with federal travel regulations, corporate policies, and client requirements.
Establishes and maintains strategic supplier partnerships across key markets, building a scalable network of preferred hotels and venues to support high-volume and time-sensitive sourcing needs.
Manages all related contracts and attrition terms, when contracted services require hotel accommodations only. Ensures all agreements align with client expectations and contractual obligations, including deadlines, cancellation policies and financial liabilities related to attrition or non-performance.
Oversees and enhances the venue sourcing function, including process design, documentation of best practices, and providing guidance and mentorship to team members within the Group Travel division.
Aligns sourcing and operational strategies with broader business objectives, ensuring scalability, profitability, and high client satisfaction.
Oversees financial and payment reconciliation processes related to fee sharing, travel bookings, vendor payments, and client billing to ensure accuracy and timeliness.
Oversees declining balance programs’ accounts receivable balances and works with the client to ensure the proper required balances are maintained. Engages with Accounting for required invoicing as applicable.
Responsible for accounts receivable aging for assigned programs, initiates client outreach on outstanding balances, and partners with Accounting to support timely collections, dispute resolution, and accurate cash application.
Maintains vendor relationships with airline group departments to ensure competitive pricing and priority support.
Oversees all aspects of group air fulfillment including airline contract negotiations, block space management, ticketing and itinerary management.
Plans and coordinates meeting room setup, food and beverage services (meals, breaks, snacks), and audio/visual requirements, when contracted services include on-site meeting logistics only. Ensures all elements are aligned with client expectations, venue capabilities and contractual requirements, including setup timing, service levels, dietary needs and technical specifications.
Collaborates with venues and service providers to ensure smooth execution of all event logistics to achieve high attendee satisfaction.
Arranges and oversees group transportation logistics, including airport transfers, scheduled shuttle services and VIP ground support, ensuring timely coordination, clear communication and a seamless guest experience.
Develops and manages comprehensive transportation manifests, serving as the primary point of contact for day-of coordination, schedule adjustments and real-time troubleshooting to ensure smooth execution.
Leads the request-for-proposal (RFP) process, negotiates favorable vendor contracts and oversees partner performance to ensure consistency, quality and alignment with program objectives and client expectations.
Serves as key contact with clients for group travel ensuring that key details and processes are communicated and executed to provide superior level of support and service.
Provides rapid sourcing support during emergency or surge events, with the ability to respond outside of standard business hours to meet urgent operational and client needs.
Serves as a primary client liaison for lodging and event arrangements, ensuring high-quality service delivery, timely communication, and proactive issue resolution.
Establishes and nurtures strong working relationships with airline group desks, hotel sales teams, A/V vendors, caterers and transportation providers to support seamless collaboration and dependable service delivery.
Manage the setup and communication for phone and routing for client programs.
Responds to client contacts as required based on the needs of the business.
Maintains working knowledge of all areas within GTP, providing assistance, back up and collaboration as required.
Embraces the totality of the Quality Management (QM) program by attendance and participation in calibration sessions.
Monitors metrics, KPIs and data and proactively identifies opportunities to drive efficiency and effectiveness; works to improve the client experience and other business processes.
Leads regular team meetings to focus on productivity and business outcomes and build engagement.
Ensures individual and team meets or exceeds performance targets; consistently drives team to raise performance; leverages data to monitor travel consultant effectiveness and efficiency; rewards strong performance and invests in coaching to correct negative trends or skill gaps identified.
Engages consultants in building a creative, challenging, productive and rewarding workplace.
Broadens consultant views of their current role to understand and see their impact and opportunity within the business.
Occasional travel may be required based on business needs, including meetings, conferences or client visits.
Performs other duties as assigned.