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American Express Global Business Travel Hiring for Operations Account Manager at Bangalore Full Time
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OPERATIONS ACCOUNT MANAGER [P1] – AMERICAN EXPRESS MEETINGS & EVENTS
The Operations Account Manager for American Express Meetings & Events is responsible for the successful management of our Meetings & Events solutions to prospective clients in India and to American Express Business Travel clients.
We believe that driving positive business results goes hand in hand with the execution of strategic, inspirational and flawlessly planned events. The Operations Account Manager will have responsibility of strategic relationship management, account development and execution of meetings operating regionally including special/VIP events and meetings.
The Operations Account Manager will provide thought leadership and strategic direction at a solution and event level that drives client retention and successful business outcomes. This position will be tasked with creating project deliverables for escalation to senior management, conducting complex financial analysis in support of project success, functions as primary client liaison and lead for highly visible meetings and events. Responsible for coordination of all program execution from beginning to end which may include policy adherence, event registration, sourcing, contracting, negotiating, legal, risk, insurance, project management, planning, logistics, management of multiple 3rd parties as a positive representation of the client brand, all while providing unparalleled levels of customer service on all event programs. Works closely with multiple client contacts to understand and meet program objectives/outcomes. The ideal candidate has excellent communication skills, ability to make others feel at ease, has a strong grasp of business/social etiquette and is a self-starter with project management, meetings management and client management experience. The key scope of this role is to manage outbound meetings & events for GBT India customers.
RESPONSIBILITIES
- Researches information on destinations, hotels, suppliers, venues, etc. for the development of client proposals with the direction of the meeting owner and/or Sourcing Manager
- Compiles and organizes information to develop the final proposal
- Complete project timeline; establishes a work flow schedule with client and suppliers to facilitate prompt and accurate handling of all program details
- Utilizes designated business program management system to manage program from sourcing meeting to final bill completion
- Manages and negotiates any additional hotel needs, destination management company (DMC), air and all third-party contracts. Monitors attrition dates, cancellation policies and ensures contracted services are executed
- Coordinates web registration support on assigned programs
- Work with creative team to produce program materials
- Coordinates and attend site inspections as needed
- Coordinates all program details and produces a program itinerary / working agenda that outlines all program specifics and requirements
- Conduct program debrief with client and provide full briefing report post event
- Works with accounting to complete final bill, reviews final billing prior to final invoicing to client
- Maintains accurate records, system input, and complete file management as outlined in client policies and procedures
- Evaluates program impact and reassesses objectives and outcomes; plan for continuous improvement
- Partners with designated team to communicate registration and air needs, status meetings and continuous communication throughout program
- Able to assist with any level of event including those of a complex nature, large volume, high level of confidentiality, etc.
- Identifies, develops, and ensures implementation of SOP’s and standard practices and process improvements
- Develops service recovery plans for events, ensures the plans are implemented, and improvement goals are achieved or exceeded
- Outlines strategy and communication plan for client and internal presentation purposes
- Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement
- Responsible for working within the designated meeting technology tool and may be asked to make recommendations about tool/process enhancements.
LEADERSHIP/RELATIONSHIP MANAGEMENT and PERSONAL PRESENCE:
- Contributes to a positive and open work environment
- Embraces the Growth Mindset way of thinking and management including:
- Seeking out and welcoming demanding tasks and taking calculated risks
- Use setbacks and mistakes as learning opportunities
- Value hard work and effort to continuously improve
- Seek out constructive feedback
- Motivated by the achievements of peers
- Embrace setting stretch goals
- Keep an open mind and embrace thinking in new directions
- Collaboration and teamwork are integral
- May serve as a support to leadership in the areas of forecasting, costing and budgeting, and reviews program budgets
- Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge
- Ability to make others feel at ease, in-person and virtual executive presence skills and strong interpersonal relationship/communication skills with ability to anticipate the needs of the client
- Works closely with support departments to exceed client requirements and objectives
- Partners with third party suppliers to arrange their services
- Conducts regularly scheduled status meetings with client and stakeholders from pre-launch through program operation, and ensures program objectives are executed
- May be requested to manage VIP special projects and oversee VIP logistics, as well as events happening in client facilities
- Develops strong relationships with multiple contacts within client and supplier organizations
- May assist with training and development of employees regarding SOP’s, client processes and requirements and individual training needs
- Review processes and offer solutions/additions as needed
FINANCIAL MANAGEMENT:
- Responsible for accurate program forecasting and updating business management systems with accurate financial information as needed
- Manages overall program budget, reviews and audits all program related billing for accuracy. Tracks and reports expenses to clients and communicates changes to them on a consistent basis.
- Initiate and reconcile supplier payments
- Works with leader to forecast overall program financials and ensure monthly tracking for actual
MISCELLANEOUS RESPONSIBILITIES:
- Works on special projects as assigned by leadership
- May require travel to destinations, primarily in the APAC region, in support of client site inspections and/or program operations
- Keep abreast of industry standards and trends related to responsibilities
- Develop and maintain key client and supplier relationships
- Develop and maintain knowledge of technology and/or software solutions
- Handling multiple projects/demands effectively
MANDATORY REQUIREMENTS
- Excellent understanding of the travel industry and event planning process to include contract knowledge/ negotiation experience, detailing of events, cost savings and leveraging supplier relationships
- At least 8 years of past meeting planning skills are required
- CMP/SMMP preferred
- Experience working with international hotels
- Expertise in food, wine, travel and hospitality services
- Extensive experience in planning high-end outbound events at top venues with strong knowledge of leading venues/restaurants, DMCs, and other suppliers
- Proven experience in project management of meetings
- Strong relationship with hoteliers
- Ability to communicate effectively and professionally with all levels of management and clients
- Appearance needs to always be neat and professional
- Understanding of current business and social etiquette
- Ability to work accurately and timely – in order to meet deadlines
- Ability to be flexible and handle change well
- Analytical skills required
- Microsoft Word, Excel and PowerPoint experience – Intermediate level
- Experience with meeting industry technology a plus (i.e. Cvent, Lanyon)
- Advanced oral and written presentation skills required
- Ability to travel internationally. Estimated travel – approximately 20%
Location
India – Karnataka – Bangalore
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