Service Delivery Specialist
Key Accountabilities: Programme Management team�Liaise with TMC to resolve Traveller issues with TMC delivered services. Provide follow up activity on service issues across the GTS scope of services. Provide ongoing communication to Travellers of programme changes and enhancements. Plan, develop , and support processes and change that facilitate best-in-class service deliy and cost optimisation within the travel programme.�Works closely with other regional Specialists to drive and create the standardisation of global processes and operations, and understand differences between countries/regions. Supports on-going communications to Travellers through effective distribution of messaging through all media necessary to ensure a clear understanding of the programme and subsequent changes made to the programme. Supports implementation and service delivery related to air, hotel, TMC and meetings programmes in the designated countries within the EUA region. Ability to drive change, by building strong, trusting relationships with internal stakeholders in the designated countries within the EUA region Contribute to the continuous improvement projects that underpin the global travel programme and implement required strategies to support these projects.Day-to-day operational service delivery�In conjunction with TMC in region, deliver projects which increase knowledge and awareness of the Global Travel Programme through travel forums, workshops in offices, and other methods.�Promote the use of online booking tool, eTravel Planner and provide communication and resources as required. Work with preferred suppliers to help enable greater compliance and added value benefits to Travellers.�Analyse supplier performance applicable to region and suppliers and compare to contractual commitments. When gaps in performance are identified, plan and implement corrective action and/or improvement. Prepare to escalate to resolve any subsequent disputes between stakeholders and suppliers. �Oversee standard operating compliance in region by TMC and travel vendors including meetings management planners and vendors.�Ensures effective billing management for each entity invoiced under the Global contract including the creation and approval of purchase orders for services rendered. �Lead or participate in continuous improvement projects identified to strengthen / enhance the Global Travel ProgrammeCrisis & Continuity Management�Required leadership or full participation to create 24-hour coverage to manage to conclusion, any incidents impacting travellers. Requires adherence to HSSE policies, Travel Incident Management Plan, and direction provided from Group Crisis & Continuity Management, Security/Group Health and/or any other team leading incident and recovery management. Stakeholder Management�Build strong internal stakeholder relationships to ensure businesses understand and receive the requisite service and value from suppliers. Help businesses understand how to positively affect traveller behavior to ensure T&E budgets are optimised. Act as consultants to the business by providing them with meaningful and actionable information related to travel expenditure trends and policy compliance. �Provides MI and relevant commentary to senior management related to cost control strategies and supplier performance.�Conduct on-going traveller and arranger training together with education sessions specific to the travel programmes highlighting the benefits and ensuring compliance to policy.Project Management�Supports the annual Hotel RFP sourcing effort and on-going delivery related to hotel programme and recently introduced meeting management programme for the designated countries in the EUA region.�Design effective Project Plans support the implementation of eTravel Planner and the global TMC in new markets, Capability DevelopmentParticipates in company networks, sharing information, best practices and lessons learned. Essential Criteria: �Significant experience in a large multinational corporate environment; Ability to manage ambiguity in a highly complex matrix organization �Skilled in customer service specifically to deliver service to travellers and value to company�Demonstrate ability to build strong relationships and network with internal stakeholders and travellers/arrangers across all levels of the organisation�Proven experience in working through crisis situations related to travel (i.e. locating travellers in an event, provide clear guidance and communication to travellers impacted in an event, recovery to business as usual state)�Proven experience in managing change in a complex matrix organisation Other criteria�Excellent verbal and written communication skills�Effective presentation skills - demonstrates ability to present to groups including training sessions and travel programme updates for audiences from 2-200 �Ability to influence others to fully participate in travel programme and to comply with travel policies �Ability to market and sell travel programme internally by establishing meaningful expectations and following through in a timely and effective way�Maturity and confidence to handle sensitive issues requiring diplomacy �Exercise sound judgment when preparing recommendations and possess good presentation skills, both written and verbal delivery �Capable of working independently and making decisions �Solves customer issues effectively and to a positive outcome for customer; Ability to apply continuous improvement processes to eliminate defects in travel reservation process�Address supplier issues effectively, and make decisions both timely and diplomatically - High level of customer service focus �Experience of working cross culturally �Strong leadership, influencing and skills gained across a range of cultural environments�University Degree or equivalent academic study�Demonstrates a minimum of intermediate skill set for Microsoft Word, Excel and PowerPoint. Desirable Criteria: �3-5 years of travel programme management and service delivery experience�Strong customer service acumen - ability to balance perspective including empathy to customer and issue resolution with supplier�Working knowledge of Travel and Meetings Management supply chains�Experience of implementing and managing effective business change�Working knowledge of Category Management and Project Management�Performance Bias (skilful application)�Business Awareness (skilful application)�Partnership & Teamwork (expert)�Wise Decisions (skilful application)�Innovation (skilful application)This is a fantastic opportunity with a high profile client. Please apply for further details.
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