Customer Onboarding Manager

5 months ago

Ontario, Canada American Express Global Business Travel Full time

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

Main Purpose:
*Travel Experience is a MUST*

French Canadian language a plus
- To lead the customer onboarding / migration experience with the customer, internal partners, team and third parties where applicable, including other internal and external projects as needed
- Ensures project handover and readiness assessments with Solutions Design teams are completed, ensuring any risks, actions and follow up items are documented
- Designs the work breakdown structure and resources required for the project, ensuring roles and responsibilities internally and externally are clearly defined
- Ensures all client requirements have been adequately understood and documented for onward teams (e.g., units, deployment, traveler care) to action
- Develops and manages detailed project plans and ensures the scope and approach is understood and aligned / signed off by all stakeholders
- Creates a positive, happy, and fun environment internally and externally to help drive partnership and project success
- Empowered to manage the project performance, while ensuring project status, milestones, changes, risks, issues, assumptions, decisions, and dependencies are clearly communicated
- Responsible for ensuring that E2E testing is completed, documented, and corrected successfully, on time and to a high quality as defined by the global testing plan
- Responsible to resolve project call structure and lead Partner calls
- Attends and contributes to team calls, sharing experiences, ideas for process improvements and supporting others as needed within the team

Personal Attribute
- A passion for working directly with customers and strong relationship building
- Understanding of GBT and corporate travel
- Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones.
- A positive, “can do” attitude
- Able to motivate a project team and manage under pressure
- Business English mandatory - multi-lingual capability advantageous
- Excellent relationship building, influencing, negotiating, communication and presentation skills
- Ability to clearly articulate an accountability, then hold people accountable
- Commercial awareness and strong relationship building skills
- Excellent organizational skills of multitasking, advance planning, and time management
- Ability to motivate change in the face of possible resistance
- Effective time management, multi-tasking prioritization skills
- Strong active listening and facilitating skills
- High degree of problem solving and decision-making and ability to adapt to changing priorities
- Flexibility and the ability to adapt to change
- Ability to understand and manage projects
- Happy to be challenged and to challenge people and processes
- Experience collaborating across multiple functional groups and with operational SME’s

Activities

Task list / System-Template
- Readiness Assessment (Solutions Design Handover) / Readiness Review Document
- Documentation Repository / SharePoint - Customer Project Site and Customer Data Gathering: Implementation Data Gathering Template and OneForm
- Customer Kick Off Meeting / Customer Kick Off Meeting slides
- Project Plan Management - includes / OnePlan:

- _ Contacts_
- _ Timelines_
- _ Call Notes & Actions_
- _ Decisions & Assumptions_
- _ Dependencies_
- _ Risk & Issue Log_
- _ Holiday Schedule_
- _ Change Log_
- _ Scope_
- _ Project Tasks_
- _ Fact Sheet_
- _ MI Reporting Fields_
- _ Form of Paymen_t
- Roles & Responsibilities / Work Breakdown Structure Template
- Status Reporting / Bi-weekly Status Report
- Launch Reporting / Global Start-up Template
- Global Test Plan (via centralized services) / Global Test Plan Template
- Closure & Lessons Learned / Project Debrief slides and SharePoint - Lessons Learned

Location

Canada - Ontario - Virtual Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.- Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.- Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.-
- We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.- Wellbeing resources to support mental and emotional health for you and your immediate family.- And much more

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