General Manager NW

Position Description:

Provide leadership, resources and strategic planning to client operations. Responsible for customer service and satisfaction, operational performance and processes and financial performance for Client.
Work closely with NORAM Operations and Account Management Leadership, IT, Finance and HR to ensure results meet all quality and productivity requirements.

- Responsible for understanding and meeting customer needs, especially those of the Travel Manager. Ensure that client management team has a complete understanding of Client customers' business requirements, policies, processes, contract, and service level agreement.
- Fully understand client requirements, and lead the managers, business analysts, central operations and IT in programming to meet client specifications. Fully understand all processes for the client, and continuously improve them. Achieve contract service levels and performance standards.
- Identify and develop process improvements within span of control based on trends analysis.
- Develop and ensures implementation of best practices. Provides resources required.
- Implement division Performance Measurements to ensure standardization and optimal performance is achieved.
- Communicate regularly to client and team to support achievement of client's goals.
- Lead team meetings to communicate industry trends, benchmarks, customer information, process improvements, and strategic plans.

Other duties as required.



Position Requirements:

At least five (5) years experience in upper level Corporate Travel Accout Management/Operations. A minimum of five (5) years management experience demonstrating excellent people-management skills and results.
At least five (5) years experience in Operations process with a demonstrated track record of delivering successful products or services.
Demonstrated ability to work in high pressure and fast paced environment.
Proficient at resolving conflict and building effective working relationships
High aptitude for seeking and resolving problems with an orientation to continuous improvement
Customer-service leadership experience.
Ability to meet service quality, revenue, cost and productivity targets.
The presence, ability and experience presenting to internal and external clients.
Knowledge of industry products and technology and a creative ability to solve client requirements.
BS/BA degree required
Willing to be a team player and to foster strong teamwork from others within the organization.
PC-proficiency with Microsoft Word, Excel, PowerPoint, and Project, with excellent oral and written communications skills.



Position Attributes:




Business Unit:

4CWTA - Carlson Wagonlit Travel

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=494127-3-353