Ensure all customer service levels and deliverables pertaining to account assigned are achieved. Project management could include program implementation, providing client and team support / training, and managing special projects.
PROCESS MANAGEMENT :
Outlines strategy and communication plan for dedicated client
Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements
Ensures new account implementation and start-ups are successful based on client feedback and agreed upon measurements
Ensures that processes, application of technology and compliance measures align with client's global objectives
Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement
RELATIONSHIP MANAGEMENT :
Develops strategic partnerships with multiple contacts within client and supplier organizations.
Participates in client meetings, presentations and quarterly / annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
Leads weekly team meetings with client contacts to discuss volume, productivity, customer deliverables, process, and service levels.
Resolves customer inquiries which have been escalated
Communicates customer inquiries to Manager and Director which have the potential to escalate.
Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels.
Resolves problems and removes obstacles through interaction with other functional departments.
Escalates obstacles while presenting solutions to Manager and / or Director.
Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
Acts as primary liaison between local / country operation and client's regional Compliance Department
Acts as primary liaison between local / country operation and client's global program owner (based in US)
FINANCIAL MANAGEMENT :
Strategize with manager to analyze, forecast, implement and manage financial and operational measures to track results.
Manages Client Financial Services Settlement Statement
Manages special projects as assigned by the Manager and / or Director
Perform other duties as assigned
Strong ability to interact with client contacts at a meeting level and key contact level
Fluent English Required
Leadership of meeting management a plus
Knowledge of meeting sourcing and or planning as required by account portfolio
Knowledge of meeting industry
Program management system and meetings industry technology experience preferred
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 handle multiple projects / demands.
Strong knowledge business financials, contracts and service levels
College degree preferred.
Proven aptitude for analytical skills required.
Ability to travel by airplane, boat, rail and / or car.
CMP designation a plus.
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