Dubai

29th February

PURPOSE OF ROLE:

In line with our projected growth over the next three years we have identified this new role to increase the day-to-day support the strategic development of the business.

This role offers the successful candidate an opportunity to assist in coordinating a dynamic BT operations department within one of the UAE’s premier strategic travel management companies.

KEY RESPONSIBILITIES:

   Client:

  • To champion the client referral initiative and work alongside Sales on a weekly call to gain advance knowledge of prospect clients
  • To assist Sales and Account Management by providing Operational expertise for new business presentations and assist in the introduction of new accounts using the established implementation plan
  • Overseeing the smooth implementation of new client business, ensuring adequate resource has been allocated, using the collective knowledge of the Operational teams and referencing productivity reports
  • To ensure that the Reed & Mackay service is delivered to a new client from day one
  • To be available to meet with key clients, by way of introduction to our Operational hierarchy and act as the main point of contact to discuss operational service
  • To oversee client retention KPIs throughout the lifetime of the contract

   Staff:

  • To forecast staffing resource for the coming financial year based on the sales pipeline, up-and-coming client RFPs and expediential growth of existing clients (aligned with budget)
  • To maintain a healthy pipeline of prospect staff, suitable to Reed & Mackay enabling us to recruit when applicable
  • To support the existing Team Leaders and their teams, motivating and directing them to ensure they are fully equipped to deliver exceptional service to our clients in all areas of business travel operations
  • To manage and develop the PDR process through the scheme to ensure that as the reward system evolves it continues to focus on delivering exceptional service, value to clients and delivers a fair and motivational platform to reward our staff
  • Working in tandem with HR on all employee relation matters

   Service:

  • To build consistency across our approach, systems and processes to ensure a high level of client service is achieved, minimising administration time and highlight automated solutions to ensure consultant efficiency where applicable
  • To encourage and support team leaders/consultants to develop and build stronger relationships with our clients
  • To identify operational or individual training needs and opportunities through consultation with Team Leaders and L&D, in addition to liaison with Commercial to support marketing agreements
  • To assist in bringing operational synergy between Business Travel Operations, Groups and the Product Support

   Incident Management:

  • To ensure continuity of service, considering fluctuating client demand, world events and weather-related disruptions
  • To identify, invoke and lead incident management protocol in and out of hours (including liaison with BCP Gold Team)

   Strategy:

  • To align Operations to the overall Reed & Mackay business objectives
  • To monitor and motivate Operations to deliver on Commercial targets
  • To maintain a succession plan of the next generation team leaders
  • To support our growing International footprint

INTERNAL RESPONSIBILITIES:

  • Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies

CORE SKILL REQUIRED:

  • As an existing Manager, you will have credibility and respect for your professionalism. Experienced based, you will know how to motivate individuals to deliver solutions that create unique value for clients
  • Proven track record of gaining specific results through people – a good coach to your team and colleagues, you will identify the potential for development within the team and ensure talent is recognised and reported through the right channels
  • Ability to analyse and communicate information relating to consultant productivity and specific client trading activity
  • A proven track record of high service delivery and client retention skills – nurtured through both personal involvement and directing teams in the right way to develop strong client loyalty
  • Strong product and supplier knowledge with a clear understanding of how to deliver tailor made solutions using the right suppliers to underpin both value and service for our clients
  • You will possess first-class problem-solving skills
  • Understanding exactly ‘what the customer requires’ and translating this information into PDR targets/objectives for both Team Leaders and Consultants alike
  • Ability to multi-task and meet tight deadlines in a pressurised environment without compromising the service to our clients
  • Confident, vibrant and passionate about business travel service and solutions
  • Driven, determined and committed
  • Intelligent, good lateral thinking and solutions focused
  • Exceptional people skills – the ability to deal with sensitive/confidential issues
  • Leadership style in line with the Reed & Mackay culture and values – delivering an open-door policy/approachable manner
  • Excellent communication skills