Regional Operations Manager, Americas
Company Name:
American Express
## Description
The Regional Operations Services Manager, Americas, is the primary point of contact for the client regional and global stakeholders with respect to the Americas servicing platforms and product implementations alignment. As the liaison, the Manager is focused on ensuring client satisfaction and retention by operationalizing initiatives between client management, optimization and the various delivery platforms for services or products at a regional level and in alignment with the global initiatives.
The Regional role maintains oversight of the servicing platforms to ensure that we are meeting all servicing, data and compliance expectations. The role is to synthesize the client and account management initiatives across Global Business Consulting, implementations, technology deployment and the Service Delivery team to support delivery on contractual commitments and profitability through consultative skills, a sophisticated ability to synthesize client needs and identify innovative solutions, a strong understanding of the external market, as well as an in-depth knowledge of the AXP network, products and services.
Responsibilities In order to leverage a cross functional team to deliver on key contractual program and servicing commitments , the Regional Manager will also be responsible for:
Coordinating efficient and smooth operation of the servicing.
Delivery of performance metrics and KPIs for the region.
Operationalize the implementation of program optimization strategies.
Prepare/coordinate quarterly and annual strategic business reviews with the client management team
Provide strategic recommendations to further reduce total cost of ownership and improve customer satisfaction via service delivery innovative activities/strategies.
Point of contact for new market pricing.
Accountability for service excellence initiatives.
Monitor application of and effectiveness of Travel Policy and drive regular project update
Proactively work to identify new areas for improvement within the scope of Travel Program Management. Possessing an in-depth understanding of key business drivers in the healthcare/pharmaceutical industry, organizational culture and the objectives of our clients, the GSM must be able to 'get under the skin' of the clients they work with and understand their individual needs, motivations and 'hot buttons', in order to align the AXGBT capabilities and expectations to deliver truly customer focused results. Providing guidance to customers in the assessment of servicing goals and recommending /delivering on agreed strategies in order to optimize performance across their program. Identifying innovative opportunities to enhance productivity & improve traveler/caller experience during service fulfillment.
The Manager will establish partnerships with key business constituents (Global Business Consulting, Client Services, Service Delivery, Finance and GCG Directors) in order to ensure effective implementation of all initiatives and strategies. Executing on the strategic account plans, focused on identifying service initiatives and opportunities that enhance / optimize the customer experience, creating customer value, exceeding customer expectations, strengthening client relationships, supporting savings, increasing retention, and optimizing performance through process and data analysis. Contributing to business planning, C-Level executive reviews, quarterly and annual reviews, pricing strategies, ongoing P&L; management, and business negotiations on rebids for strategic accounts. Enhancing the American Express Global Business Travel value proposition through policy consultation, identification of service enhancements, technology road mapping and optimizing online solutions.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
## Qualifications
5
years Operations/Service Delivery experience in a leadership capacity
Proven success and demonstrable positive results in a global account / client management, service delivery, or consulting experience with pharmaceutical accounts.
Demonstrated ability to implement and develop strategies, build action plans and set goals.
Proven ability to lead through influencing others in a global matrix environment
Experience leading/working with high performing teams and in a high performing team culture
Proven innovative problem-solving abilities and decision making skills required, in addition to prioritization, and planning skills.
Strong negotiation skills, including the ability to handle objections and achieve mutually beneficial solutions.
Demonstrated ability to proactively build and maintain a comprehensive network, both internally and externally, in order to successfully navigate through client organizations
Demonstrated ability and experience in operationalizing optimization strategies and concepts for implementation across Service Delivery and Client Management
Experience working within a Business Travel Outsourced environment
A sophisticated range of communication and presentation skills
Demonstrated ability to quickly learn, understand, and articulate key product and value proposition knowledge in a variety of contexts.
Strong financial acumen required to leverage the key drivers of profitability
Strong business acumen required to communicate the Amex Global Business Travel value proposition
Strong analytical mindset
Previous regional and / or global experience preferred.
Possess a strong understanding of the Global Business Travel marketplace.
Possess a solid understanding of the pharmaceutical industry and key drivers of that align with the AX value proposition to clients in this vertical
Strong background in Business Travel Service Delivery and Client Management.
Strong knowledge of Business Travel Service Delivery technology/tools and processes.
Through understanding of SDN framework & processes to provide innovative solutions and resolution.
Advanced software skills (MS Office) required.
Job: Travel
Primary Location: United States
Schedule: Full-time
Job Posting: Sep 23, 2014, 3:04:57 PM
Req ID: 14012081Estimated Salary: $20 to $28 per hour based on qualifications.
American Express
## Description
The Regional Operations Services Manager, Americas, is the primary point of contact for the client regional and global stakeholders with respect to the Americas servicing platforms and product implementations alignment. As the liaison, the Manager is focused on ensuring client satisfaction and retention by operationalizing initiatives between client management, optimization and the various delivery platforms for services or products at a regional level and in alignment with the global initiatives.
The Regional role maintains oversight of the servicing platforms to ensure that we are meeting all servicing, data and compliance expectations. The role is to synthesize the client and account management initiatives across Global Business Consulting, implementations, technology deployment and the Service Delivery team to support delivery on contractual commitments and profitability through consultative skills, a sophisticated ability to synthesize client needs and identify innovative solutions, a strong understanding of the external market, as well as an in-depth knowledge of the AXP network, products and services.
Responsibilities In order to leverage a cross functional team to deliver on key contractual program and servicing commitments , the Regional Manager will also be responsible for:
Coordinating efficient and smooth operation of the servicing.
Delivery of performance metrics and KPIs for the region.
Operationalize the implementation of program optimization strategies.
Prepare/coordinate quarterly and annual strategic business reviews with the client management team
Provide strategic recommendations to further reduce total cost of ownership and improve customer satisfaction via service delivery innovative activities/strategies.
Point of contact for new market pricing.
Accountability for service excellence initiatives.
Monitor application of and effectiveness of Travel Policy and drive regular project update
Proactively work to identify new areas for improvement within the scope of Travel Program Management. Possessing an in-depth understanding of key business drivers in the healthcare/pharmaceutical industry, organizational culture and the objectives of our clients, the GSM must be able to 'get under the skin' of the clients they work with and understand their individual needs, motivations and 'hot buttons', in order to align the AXGBT capabilities and expectations to deliver truly customer focused results. Providing guidance to customers in the assessment of servicing goals and recommending /delivering on agreed strategies in order to optimize performance across their program. Identifying innovative opportunities to enhance productivity & improve traveler/caller experience during service fulfillment.
The Manager will establish partnerships with key business constituents (Global Business Consulting, Client Services, Service Delivery, Finance and GCG Directors) in order to ensure effective implementation of all initiatives and strategies. Executing on the strategic account plans, focused on identifying service initiatives and opportunities that enhance / optimize the customer experience, creating customer value, exceeding customer expectations, strengthening client relationships, supporting savings, increasing retention, and optimizing performance through process and data analysis. Contributing to business planning, C-Level executive reviews, quarterly and annual reviews, pricing strategies, ongoing P&L; management, and business negotiations on rebids for strategic accounts. Enhancing the American Express Global Business Travel value proposition through policy consultation, identification of service enhancements, technology road mapping and optimizing online solutions.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
## Qualifications
5
years Operations/Service Delivery experience in a leadership capacity
Proven success and demonstrable positive results in a global account / client management, service delivery, or consulting experience with pharmaceutical accounts.
Demonstrated ability to implement and develop strategies, build action plans and set goals.
Proven ability to lead through influencing others in a global matrix environment
Experience leading/working with high performing teams and in a high performing team culture
Proven innovative problem-solving abilities and decision making skills required, in addition to prioritization, and planning skills.
Strong negotiation skills, including the ability to handle objections and achieve mutually beneficial solutions.
Demonstrated ability to proactively build and maintain a comprehensive network, both internally and externally, in order to successfully navigate through client organizations
Demonstrated ability and experience in operationalizing optimization strategies and concepts for implementation across Service Delivery and Client Management
Experience working within a Business Travel Outsourced environment
A sophisticated range of communication and presentation skills
Demonstrated ability to quickly learn, understand, and articulate key product and value proposition knowledge in a variety of contexts.
Strong financial acumen required to leverage the key drivers of profitability
Strong business acumen required to communicate the Amex Global Business Travel value proposition
Strong analytical mindset
Previous regional and / or global experience preferred.
Possess a strong understanding of the Global Business Travel marketplace.
Possess a solid understanding of the pharmaceutical industry and key drivers of that align with the AX value proposition to clients in this vertical
Strong background in Business Travel Service Delivery and Client Management.
Strong knowledge of Business Travel Service Delivery technology/tools and processes.
Through understanding of SDN framework & processes to provide innovative solutions and resolution.
Advanced software skills (MS Office) required.
Job: Travel
Primary Location: United States
Schedule: Full-time
Job Posting: Sep 23, 2014, 3:04:57 PM
Req ID: 14012081Estimated Salary: $20 to $28 per hour based on qualifications.
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