Business Operations Specialist

Job Description

Role Purpose

Owns day-to-day execution of the commercial services agreement lifecycle from generation and execution through onboarding, renewals and termination. Converts closed sales into fully executed, compliant and provisioned service agreements, ensuring accuracy, compliance and seamless handoff between Program Sales and Operations.

Key Accountabilities

Agreement Lifecycle Execution:

• Support end-to-end lifecycle for Core, Plus and Signature agreements, including generation, execution, countersignature, renewal and termination of legacy agreements
• Prepare and process agreements using approved templates and Exhibit A service/pricing terms; maintain a single source of truth for executed agreements, renewal dates and terms.

Program Sales Alignment & Sales-to-Contract Handoff:

• Receive closed/won opportunities and convert them into executed agreements; ensure clean sales → contracting → onboarding handoff with clear accountability and documentation.

Compliance & Governance:

• Assist with Brand Standard Waiver and Compliance processes

Onboarding, Provisioning & Billing Support:

• Assist with hotel onboarding, system access provisioning, portfolio assignment, billing setup and service delivery readiness as needed

Data Integrity & Reporting:

• Maintain accurate agreement records in tracking tools and provide reporting on agreement volume, velocity, renewals, and terminations.

Process Standardization & Continuous Improvement:

• Keep templates, playbooks, SOPs and job aids current; identify contracting/onboarding inefficiencies and recommend simplifications to improve speed-to-activation.

Key Metrics

• Agreement accuracy; speed-to-activation; compliance/audit standards; renewal management
• Provisioning and billing accuracy; data integrity and completeness of agreement records

Required Education, Experience and Technical Skills

Educational Requirements: Bachelor's degree in business, Hospitality or related field, or equivalent experience.


Experience: 3+ years in commercial operations, contract/agreement administration or revenue services; experience with agreement lifecycle, onboarding or billing processes; exposure to sales-to-contract handoff workflows.


Technical Skills: CRM/pipeline and document/agreement tools; attention to detail with contract terms, pricing and compliance data; BI dashboards and reporting/tracking tools.

Applied Operational Knowledge & Industry Experience

• Operational Knowledge & Experience: Commercial services agreement lifecycle and billing; CXO service levels (Core / Plus / Signature) and terms; IHG brand standards, IHG Ignite prerequisites and compliance practices.
• Ownership: Agreement execution, compliance documentation, onboarding provisioning, and billing triggers.
• Accountable For: Accuracy , compliance and speed-to-activation of executed agreements.
• Scope Boundary: Partner/escalate selling, service model design, legal template ownership and system configuration/roadmap.

Capabilities:

• Agreement Lifecycle Management: Convert sold opportunities into accurate, executed and provisioned agreements.
• Compliance and Documentation Discipline: Maintain audit-ready records and escalate exceptions/non-standard terms appropriately.
• Sales-to-Operations Enablement: Connect Program Sales, contracting, onboarding, billing and Operations for seamless activation.
• Process and Data Integrity: Keep templates and records current while improving contracting/onboarding flow.

Location - Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

About Us

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

About the Team

Who we are

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.