Date: Dec 20, 2013
Location: United States
Team Leader - Meetings & Events Project Management Team-13015665
Description
Global Employee Meetings (GEM) is an extension of American Express’ Global Supply Management organization(GSM). GEM’s primary responsibility is ensuring that American Express Company has successful, memorable, safe, risk free and brand enhancing events. We work with our clients to support events that meet business objectives while driving new awareness, retention, education and revenues to American Express Co.
Directs and coaches the activities of assigned personnel to ensure all customer service levels and deliverables pertaining to the American Express Account are achieved. Provides comprehensive thought leadership and is responsible for account operations with direct responsibility for all components of the client’s successful event execution. Will manage between 5 to 15 exempt and non-exempt employees who be focused on project management components of meeting management including American Express Meeting & Event policy adherence, planning, logistics, budget management, leadership of sub-teams including Web-Builders, Design Specialist, Marketing Communication Firms and all event related 3rd Party Partners. The Project Management Team functions as primary client liaison and lead for assigned programs and will successfully manage corporate meetings and events through the implementation of strategy, delivery of objectives and execution of logistics, while effectively working with clients. Serve as overflow Project Manager as needed. Responsible for coordination of all meeting and event Project Management efforts from post contract execution to final billing, while providing unparalleled levels of customer service on all travel programs. Works closely with client contact(s) to understand and meet program objectives/outcomes. Leadership responsibility for a team that will have daily engagement with client’s including very senior level meeting hosts and sponsors. Excellent interpersonal and written communication skills are essential with ability to interact in a consultative, advice based environment as it relates to client interaction. The scope of this position will vary based upon assigned event programs and individual client expectations. Role may require regional and international travel to onsite programs. Performs other duties as assigned by direct leaders including special projects and strategic initiatives.
PEOPLE MANAGEMENT:
- Creates and encourages a positive and open work environment to maximize quality of work life.
- Embraces the Growth Mindset way of thinking and management including: - Seeking out and out and welcoming demanding tasks and taking calculated risks - Use setbacks and mistakes as learning opportunities - Value hard work and effort to continuously get better - Seek out constructive feedback - Motivated by the achievements of peers - Embrace setting stretch goals - Keep open minds and embrace thinking in new directions - Comfortable taking informed risks - Learn from mistakes and iterate - Collaboration and teamwork is integral
- Interviews and selects direct reports by following American Express' selection practices and policies.
- Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
- Responsible for creating new Standard Operating Procedures to continue to evolve and grow the account and maintaining all SOPs on Sharepoint Site.
- Ensures direct reports are maintaining compliance through monitoring and measurement.
- Evaluates staffing models to ensure appropriate staffing levels are in place.
- Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis and ensures the PMP process is maximized.
- Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.
- Leads weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels.
- Provides performance based rewards and recognition to reinforce behavior as it occurs.
- Approves and presents salary recommendations to Senior Manager and Director.
- Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.
- Recommends employee terminations after consulting with human resources to ensure policy and legal requirements are followed.
- Lead team members regarding daily inquiries.
- Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.
- On-boards new employees.
- Ensures people related paperwork is current for direct reports.
- Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports.
- Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge
RELATIONSHIP MANAGEMENT and PERSONAL PRESENCE:
- Ability to make others feel at ease, in-person and virtual executive presence skills and strong interpersonal relationship/communication skills with ability to anticipate the needs of the client.
- Appreciation and advanced understanding of business/social etiquette.
- Participates in daily client meetings, presentations and project management updates as well as quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
- Resolves customer inquiries and coaches direct reports to research and resolve customer inquiries before having to escalate to senior leaders.
- Communicates customer inquiries to Senior 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.
- Communicate leads and assist with costing, proposals, letters of agreement, and deliverables on renewal business for the account, i.e. destination expertise and budget development.
- Acts as an extension of the sales team and as an American Express representative during site inspections, program operations, and client meetings.
- Develops and nurtures strategic partnerships/relationships with multiple contacts within client and supplier organizations.
- Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
TEAM PROCESS MANAGEMENT:
- Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
- Will support Global Expansion and if assigned a new account, ensures new regions and/or account implementations and start-ups are successful based on client feedback and agreed upon measurements.
- Ensures that customer satisfaction via client survey and Benchmarks results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.
- Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
- Outlines strategy and communication plan for assigned group.
- Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.
- Responsible for all operations metrics for the business as it relates to the Legal and Sourcing Team. Will support the successful publishing of bi-weekly and monthly reporting of metrics relating to business operations and will make recommendations to leadership about appropriate business shifts based on this information.
- Responsible for the maintenance of the designated meeting technology tool and makes recommendations about tool/process enhancements.
- Responsible for the relationship with the 3rd Party meeting technology company and will ensure ongoing efficiencies for improvement are met for the tool.
CLIENT PROCESS MANAGEMENT:
- Complete project timeline; establishes a work flow schedule with client and suppliers to facilitate prompt and accurate handling of all program details.
- Utilizes business program management system to manage program from contract turn-over meeting to final bill completion.
- Manages and negotiates any additional hotel needs, destination management company (DMC), air and all third party contracts. Monitors attrition dates, cancellation policies and ensures contracted services are executed.
- Communicates between Information Technology support and clients for web requirements on assigned programs.
- Works with creative team to produce program materials.
- Coordinates and may attend site inspections as needed.
- Coordinates all program details and produces a program itinerary / working agenda that outlines all program specifics and requirements.
- May conduct program debrief with client.
- Works with accounting to complete final bill, reviews final billing prior to final invoicing to client.
- Maintains accurate records, system input, and complete file management as outlined in American Express M&E and client policies and procedures.
- Evaluates program impact and reassesses objectives and outcomes; plan for continuous improvement.
- Partners with designated team to communicate registration and air needs, status meetings and continuous communication throughout program.
- Able to assist with any level of event including those of a complex nature, large volume, high level of confidentiality, international scope, etc.
LEADERSHIP AND RELATIONSHIP MANAGEMENT:
- Provides leadership to team and promotes positive team environment as a positive role model. Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
- Acts as lead, communicates program requirements to team as needed; works closely with support departments to exceed client requirements and objectives.
- Partners with third party suppliers to arrange their services.
- Conducts regularly scheduled status meetings with client and stakeholders from pre-launch through program operation, and ensures program objectives are executed.
- May be requested to manage VIP special projects and oversee VIP logistics.
- Develops strong relationships with multiple contacts within client and supplier organizations. Mentor Meeting Managers and Meeting Coordinators showing best practice approaches.
- Acts as SME for American Express M&E Team to ensure consistency and training for all.
- Assist with training and development of employees regarding SOP's, client processes and requirements and individual training needs.
- Lead other Meeting Managers and Meeting Coordinators regarding daily inquiries.
- May participate in client presentations as requested.
- May provide back-up support for Director or Operations Manager.
- Review processes and offer solutions/additions as needed.
CLIENT FINANCIAL MANAGEMENT:
- Responsible for accurate program forecasting and updating business management systems with accurate financial information as needed.
- Manages overall program budget, reviews and audits all program related billing for accuracy. Tracks and reports expenses to clients and communicates changes to them on a consistent basis.
- May initiates and reconcile supplier payments.
- Works with leader to forecast overall program financials and ensure monthly tracking for actual.
- Monitor foreign exchange rates for sharp fluctuations which may impact the budget.
- Assists in review of other Meeting Manager budgets.
ACCOUNT FINANCIAL MANAGEMENT:
- Strategies with manager to analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability. Holds self and others accountable for business results.
- Audit files of other employees' events.
- Manages Client Financial Services Settlement Statement in conjunction with Operations Manager.
- Reviews contracts to ensure terms and conditions are accurate and legally protective of both American Express and client, including attrition dates, cancellation policies and addendum usage.
MISCELLANEOUS RESPONSIBILITIES:
- Works on special projects as assigned by the Director or Senior Manager
- May require travel to destinations worldwide, in support of client site inspections and/or program operations.
- Keep abreast of industry standards and trends related to responsibilities.
- Develop and maintain key client and supplier relationships
- Develop and maintain knowledge of technology and/or software solutions
- Handling multiple projects/demands effectively
Qualifications
- Minimum of five-ten years experience in leadership of event or meeting management teams or equivalent
- 4 Year Bachelors Degree Preferred
- Ability to communicate effectively and professional with all levels of management and clients
- Proven people leadership skill and impact of large teams
- Strong ability to interact with client contacts at a meeting level and key contact level, when needed
- 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
- Appearance needs to always be neat and professional
- Understanding of current business and social etiquette
- Ability to work accurately and timely – in order to meet deadlines
- Ability to be flexible and handle change well
- Analytical skills required
- Microsoft Word, PowerPoint and Excel experience – Intermediate level
- Advanced oral and written presentation skills required
- Ability to travel by airplane, boat, rail and/or car
- Microsoft Viseo Skills a plus
- Experience with meeting industry technology a plus
Role will sit virtual and candidate must be located on the East Coast.
Job: Travel
Primary Location: United States
Schedule: Full-time
Job Segments: Project Manager, Payroll, Event Planning, Manager, Consulting, Technology, Finance, Hospitality, Management
Description
Global Employee Meetings (GEM) is an extension of American Express’ Global Supply Management organization(GSM). GEM’s primary responsibility is ensuring that American Express Company has successful, memorable, safe, risk free and brand enhancing events. We work with our clients to support events that meet business objectives while driving new awareness, retention, education and revenues to American Express Co.
Directs and coaches the activities of assigned personnel to ensure all customer service levels and deliverables pertaining to the American Express Account are achieved. Provides comprehensive thought leadership and is responsible for account operations with direct responsibility for all components of the client’s successful event execution. Will manage between 5 to 15 exempt and non-exempt employees who be focused on project management components of meeting management including American Express Meeting & Event policy adherence, planning, logistics, budget management, leadership of sub-teams including Web-Builders, Design Specialist, Marketing Communication Firms and all event related 3rd Party Partners. The Project Management Team functions as primary client liaison and lead for assigned programs and will successfully manage corporate meetings and events through the implementation of strategy, delivery of objectives and execution of logistics, while effectively working with clients. Serve as overflow Project Manager as needed. Responsible for coordination of all meeting and event Project Management efforts from post contract execution to final billing, while providing unparalleled levels of customer service on all travel programs. Works closely with client contact(s) to understand and meet program objectives/outcomes. Leadership responsibility for a team that will have daily engagement with client’s including very senior level meeting hosts and sponsors. Excellent interpersonal and written communication skills are essential with ability to interact in a consultative, advice based environment as it relates to client interaction. The scope of this position will vary based upon assigned event programs and individual client expectations. Role may require regional and international travel to onsite programs. Performs other duties as assigned by direct leaders including special projects and strategic initiatives.
PEOPLE MANAGEMENT:
- Creates and encourages a positive and open work environment to maximize quality of work life.
- Embraces the Growth Mindset way of thinking and management including: - Seeking out and out and welcoming demanding tasks and taking calculated risks - Use setbacks and mistakes as learning opportunities - Value hard work and effort to continuously get better - Seek out constructive feedback - Motivated by the achievements of peers - Embrace setting stretch goals - Keep open minds and embrace thinking in new directions - Comfortable taking informed risks - Learn from mistakes and iterate - Collaboration and teamwork is integral
- Interviews and selects direct reports by following American Express' selection practices and policies.
- Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
- Responsible for creating new Standard Operating Procedures to continue to evolve and grow the account and maintaining all SOPs on Sharepoint Site.
- Ensures direct reports are maintaining compliance through monitoring and measurement.
- Evaluates staffing models to ensure appropriate staffing levels are in place.
- Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis and ensures the PMP process is maximized.
- Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.
- Leads weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels.
- Provides performance based rewards and recognition to reinforce behavior as it occurs.
- Approves and presents salary recommendations to Senior Manager and Director.
- Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.
- Recommends employee terminations after consulting with human resources to ensure policy and legal requirements are followed.
- Lead team members regarding daily inquiries.
- Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.
- On-boards new employees.
- Ensures people related paperwork is current for direct reports.
- Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports.
- Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge
RELATIONSHIP MANAGEMENT and PERSONAL PRESENCE:
- Ability to make others feel at ease, in-person and virtual executive presence skills and strong interpersonal relationship/communication skills with ability to anticipate the needs of the client.
- Appreciation and advanced understanding of business/social etiquette.
- Participates in daily client meetings, presentations and project management updates as well as quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
- Resolves customer inquiries and coaches direct reports to research and resolve customer inquiries before having to escalate to senior leaders.
- Communicates customer inquiries to Senior 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.
- Communicate leads and assist with costing, proposals, letters of agreement, and deliverables on renewal business for the account, i.e. destination expertise and budget development.
- Acts as an extension of the sales team and as an American Express representative during site inspections, program operations, and client meetings.
- Develops and nurtures strategic partnerships/relationships with multiple contacts within client and supplier organizations.
- Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
TEAM PROCESS MANAGEMENT:
- Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
- Will support Global Expansion and if assigned a new account, ensures new regions and/or account implementations and start-ups are successful based on client feedback and agreed upon measurements.
- Ensures that customer satisfaction via client survey and Benchmarks results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.
- Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
- Outlines strategy and communication plan for assigned group.
- Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.
- Responsible for all operations metrics for the business as it relates to the Legal and Sourcing Team. Will support the successful publishing of bi-weekly and monthly reporting of metrics relating to business operations and will make recommendations to leadership about appropriate business shifts based on this information.
- Responsible for the maintenance of the designated meeting technology tool and makes recommendations about tool/process enhancements.
- Responsible for the relationship with the 3rd Party meeting technology company and will ensure ongoing efficiencies for improvement are met for the tool.
CLIENT PROCESS MANAGEMENT:
- Complete project timeline; establishes a work flow schedule with client and suppliers to facilitate prompt and accurate handling of all program details.
- Utilizes business program management system to manage program from contract turn-over meeting to final bill completion.
- Manages and negotiates any additional hotel needs, destination management company (DMC), air and all third party contracts. Monitors attrition dates, cancellation policies and ensures contracted services are executed.
- Communicates between Information Technology support and clients for web requirements on assigned programs.
- Works with creative team to produce program materials.
- Coordinates and may attend site inspections as needed.
- Coordinates all program details and produces a program itinerary / working agenda that outlines all program specifics and requirements.
- May conduct program debrief with client.
- Works with accounting to complete final bill, reviews final billing prior to final invoicing to client.
- Maintains accurate records, system input, and complete file management as outlined in American Express M&E and client policies and procedures.
- Evaluates program impact and reassesses objectives and outcomes; plan for continuous improvement.
- Partners with designated team to communicate registration and air needs, status meetings and continuous communication throughout program.
- Able to assist with any level of event including those of a complex nature, large volume, high level of confidentiality, international scope, etc.
LEADERSHIP AND RELATIONSHIP MANAGEMENT:
- Provides leadership to team and promotes positive team environment as a positive role model. Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
- Acts as lead, communicates program requirements to team as needed; works closely with support departments to exceed client requirements and objectives.
- Partners with third party suppliers to arrange their services.
- Conducts regularly scheduled status meetings with client and stakeholders from pre-launch through program operation, and ensures program objectives are executed.
- May be requested to manage VIP special projects and oversee VIP logistics.
- Develops strong relationships with multiple contacts within client and supplier organizations. Mentor Meeting Managers and Meeting Coordinators showing best practice approaches.
- Acts as SME for American Express M&E Team to ensure consistency and training for all.
- Assist with training and development of employees regarding SOP's, client processes and requirements and individual training needs.
- Lead other Meeting Managers and Meeting Coordinators regarding daily inquiries.
- May participate in client presentations as requested.
- May provide back-up support for Director or Operations Manager.
- Review processes and offer solutions/additions as needed.
CLIENT FINANCIAL MANAGEMENT:
- Responsible for accurate program forecasting and updating business management systems with accurate financial information as needed.
- Manages overall program budget, reviews and audits all program related billing for accuracy. Tracks and reports expenses to clients and communicates changes to them on a consistent basis.
- May initiates and reconcile supplier payments.
- Works with leader to forecast overall program financials and ensure monthly tracking for actual.
- Monitor foreign exchange rates for sharp fluctuations which may impact the budget.
- Assists in review of other Meeting Manager budgets.
ACCOUNT FINANCIAL MANAGEMENT:
- Strategies with manager to analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability. Holds self and others accountable for business results.
- Audit files of other employees' events.
- Manages Client Financial Services Settlement Statement in conjunction with Operations Manager.
- Reviews contracts to ensure terms and conditions are accurate and legally protective of both American Express and client, including attrition dates, cancellation policies and addendum usage.
MISCELLANEOUS RESPONSIBILITIES:
- Works on special projects as assigned by the Director or Senior Manager
- May require travel to destinations worldwide, in support of client site inspections and/or program operations.
- Keep abreast of industry standards and trends related to responsibilities.
- Develop and maintain key client and supplier relationships
- Develop and maintain knowledge of technology and/or software solutions
- Handling multiple projects/demands effectively
Qualifications
- Minimum of five-ten years experience in leadership of event or meeting management teams or equivalent
- 4 Year Bachelors Degree Preferred
- Ability to communicate effectively and professional with all levels of management and clients
- Proven people leadership skill and impact of large teams
- Strong ability to interact with client contacts at a meeting level and key contact level, when needed
- 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
- Appearance needs to always be neat and professional
- Understanding of current business and social etiquette
- Ability to work accurately and timely – in order to meet deadlines
- Ability to be flexible and handle change well
- Analytical skills required
- Microsoft Word, PowerPoint and Excel experience – Intermediate level
- Advanced oral and written presentation skills required
- Ability to travel by airplane, boat, rail and/or car
- Microsoft Viseo Skills a plus
- Experience with meeting industry technology a plus
Role will sit virtual and candidate must be located on the East Coast.
Job: Travel
Primary Location: United States
Schedule: Full-time
Job Segments: Project Manager, Payroll, Event Planning, Manager, Consulting, Technology, Finance, Hospitality, Management
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