Manager CDS Customer Support Job in Austin 73301, Texas Us
Position will be virtual. Must have travel industry experience.
Job Summary
Responsible for key program areas within Global Business Services (GBS):
1. Support best practice development for the GBS Analyst team to include research and creation of best practice/process documents for internal support team positions. Develop effective knowledge sharing processes to promote rapid deployment of information to the field.
2. Assist with programs to train, develop and transition GBS Analysts
3. Collaborate with leadership and other internal departments to deploy performance tracking.
4. Assist with developing management resource and structure optimization models and their deployment
5. Assist other GBS team members and BCD departments in creating materials to train, educate and inform the account management team and business owners.
6. Conduct assigned training.
7. Provide ongoing communication internal and external for GBS.
Other Duties and Responsibilities May Include
* Coach and mentor GBS support personnel
* Help research and create training content for GBS analysts
* Work directly with business owners to understand need and support requirements for delivering on client requirements
* Evaluate and assess current account management initiatives and client programs
* Measure the impact of all programs developed to ensure the appropriate business outcome is attained, access opportunities for continued improvement; set goals and establish metrics for success make recommendations for improvement when necessary
* Define and implement departmental process improvements, tools and technology to enhance processes for program execution as applicable.
* Maintain good working relationship with all BCD Travel personnel
* Serve as a key owner and leader on high level projects
* Role model and drive partnerships between GBS and Global Account Management
* Assume and perform other duties and responsibilities not specifically outlined herein, as requested
Transferable Skills (ex. Problem solving skills, detail oriented, etc)
.
* Documented success in account management and delivery of business and client documents
* Excellent business acumen and travel industry experience
* Excellent writing skills and ability to develop materials and collateral for internal and client presentations
* Decisive and results oriented
* Willingness to learn new skills and take on new responsibilities
* Capable of working in a team environment as a role model, supporting BCD management staff, following policies, providing feedback, assisting in special projects and taking on additional responsibility
* Capable of problem solving: Anticipating, initiating and resolving challenges
* Capable of thinking innovatively, strategically and conceptually
* Embracing diversity - Working effectively with people who have backgrounds, skills, and attitudes different from their own
* Motivatingenergize individuals to want to perform to their potential, create an environment that stimulates team members
* Willing to make difficult decisions when necessary
* Able to respond to change; able to be flexible and work with ambiguity
* Ability to work independently, developing strategies and action plans and implementing goals and objectives
* Ability to articulate opportunities and risks
* Professional manner and appearance
* Demonstrate personal and organizational integrity
* Ability to work on multiple projects concurrently
Qualifications
* Some college or business school education preferred
* 5 years in a travel management organization with 2+ years in a management position
* Advanced skills in Microsoft Office, especially Excel
* Demonstrated training or mentoring skills
* Skilled in applications and practices to investigate business performance and gain insight and drive business planning (Business Analytics)
* Strong people management and leadership skills in a matrix management scenario
* Strong problem solving skills
* Ability to travel as needed
* Ability to work weekends and nights when necessary
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk, hear, and use hands to finger or handle or feel objects, tools, or controls as well as to type. The employee is occasionally required to reach with hands and arms.
The employee must occasionally lift or move up to 30 pounds. Specific vision abilities required by this job include close vision.
The employee must be able to travel by car, plane and train on a regular basis.
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