Manager - GTP Business Operations

Role Description

Leads a team responsible for delivering comprehensive group travel, event, and lodging management services. Oversees administrative operations, financial processes, and reporting functions, ensuring accuracy, compliance, and data-driven decision-making. Interfaces with clients and vendors to build strong relationships and ensure successful planning, sourcing, and execution of group programs. Develops staff capabilities, manages team and individual performance, and drives operational excellence to meet or exceed client expectations while continuously improving processes and standards.

Qualifications

• EDUCATION: Bachelor’s Degree in business or related field or equivalent combination of education and experience.
• EXPERIENCE: 5+ years experience in group travel management contact center environment or closely related industry required with 3+ years experience in direct supervisory role responsible for associate coaching and development. Deep expertise in travel management, products and services.
• TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. Strong skills with MS Office, Google Business Suite or similar. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools. Knowledge of event registration platforms and attendee management software.
• LEADERSHIP: Demonstrated ability to coach and lead others is required as evidenced by prior leadership experience. Experience in handling personnel-related issues and developing and retaining staff.
• COMMUNICATION: Communicates effectively and professionally with associates, team members, leadership and clients. Demonstrates active listening and employs professionalism when sharing information. Writes clear and concise emails and written communications. Shows appropriate empathy and creates an environment of trust through communication style.
• ENVIRONMENTAL AWARENESS: In tune with external environments including industry, regulatory and legal factors that impact business operations; recognizes and responds to internal organizational structures, requirements and norms.
• COACHING: Prior experience effectively managing personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.
• ANALYTICAL SKILLS: Ability to analyze statistical performance and operational data, develop management summary reports and proactively develop action plans. Working knowledge of contact center operations and key performance metrics.
• ETHICS: Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment; balances needs of the company, client and associate.
• ACCOUNTABILITY: Receptive to feedback; coachable; has a personal drive to improve performance. Ability to build plans to accomplish work and achieve goals/objectives and hold others accountable for doing the same. Strong time management and execution skills; focus on clear and realistic action steps; ability to complete duties on time and with urgency as necessary.
• RELATIONSHIP BUILDING: Strong ability to build consultative client relationships. Ability to work independently and collaboratively with clients and internal partners. Forges solid and respectful working relationships with team and superiors.
• DETAIL AND PROCESS ORIENTATION: Strong process orientation with the ability to identify improvement opportunities; works collaboratively with Company staff on projects that include processes, tools and offering development. Detail oriented with the ability to see the big picture.
• CLIENT SERVICE FOCUS: Passionate about client service; genuinely motivated to make a positive impact for others; drives client focus throughout the organization.
• EMOTIONAL REGULATION: High emotional intelligence; displays empathy and care appropriately, while effectively managing own emotions; handles emotional conversations well and deescalates when needed; works collaboratively with diverse teams.
• PROBLEM SOLVING: Excellent problem-solving skills; ability to develop creative solutions to complex situations. Effectively solves client problems and offers appropriate solutions; makes next steps clear. Excellent judgment and independent decision making within assigned authority levels.
• INITIATIVE: Able to proactively identify and address challenges, opportunities or tasks without prompting or explicit direction, demonstrating self-motivation, resourcefulness and a results-driven mindset.

Requirements

• Accountable for results, metrics, and continuous improvement within primary ownership areas, while supporting cross-functional execution across administrative and support functions.
• Provides management and oversight for administrative, financial and other support functions for the Groups team; performs ongoing training as required to maintain standards and mentors team as needed.
• Provides leadership, direction, development and on-going feedback to associates including informal coaching, day-to-day direction, goal-setting and biannual reviews; remains engaged and available meeting team’s needs and ensuring team success.
• Maintains an active expert level awareness of Company policies, security protocols, compliance requirements and HR requirements as it relates to managing associate groups.
• Effectively handles immediate client escalations, solves issues and takes steps to use escalations as a coaching opportunity.
• Actively participates in recruitment efforts and candidate interviewing/selection to hire high quality individuals as needed and ensures thorough and effective onboarding of new team members.
• Conducts periodic reviews of associate base pay and job level, making recommendations regarding pay increases and promotions.
• Embraces Excellence in Client Care for all internal and external client interactions.

Benefits

• This is a remote position which will be located at the associate’s permanent residence.
• Candidates must reside in a state where Travel Incorporated is currently hiring.
• Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status.
• Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at View email address on remotive.com.