Regional Ops Manager

Join to apply for the Regional Ops Manager role at American Express Global Business Travel . 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. Regional Operations Manager (P1) Overview of Role The Regional Operations Manager/Team Coach will deliver the highest standards of customer, shareholder and employee satisfaction by supporting and enabling their team to achieve and exceed their goals, resulting in increased customer service and productivity. They will be accountable for managing overall performance, coaching individual Travel Counselors and guiding the team to create exceptional business travel experiences for customers. A key priority is to proactively engage internal and external stakeholders – clearly demonstrating how Traveler Care adds value, agreeing on optimal ways of working and achieving exceptional results for the organization and its clients. This role acts as the coordinating point for Service Delivery to the Client account within the region and is responsible for ensuring service consistency and driving operations projects and best practice. It includes liaising with local market Service Delivery teams to ensure delivery of operational metrics, and serving as the key contact point for escalation and resolution of any service‑related issues. It also requires working closely with the Client Travel Management team, Amex Global Program team and their Service Leader to achieve the agreed travel program goals. Key Accountabilities Act as the People Leader for all Travel Counselors in the team. Coach – provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets. This may involve call listening. Make decisions on performance ratings and compensation. Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable. Provide regular and detailed communication on progress against performance targets including customer service level agreements. Research and resolve, with commercial partners, client service escalations and assist with strategy, messaging to the team and client as necessary. Participate and contribute to quarterly Travel User Group meetings with the client where appropriate. Ensure understanding and compliance with the client Travel policy and operational procedures in all markets. Provide regular communication to Client Travel Management and Amex GBT local Service Delivery teams, keeping them appraised of travel advisories, new developments and initiatives. This includes weekly calls with key stakeholders within the client. Communicate in a timely manner any service interruptions, their impact to GS and the solution to minimize any disruption for GS. Deliver agreed reporting to Global Program Team and/or Client Travel Management on key operational metrics. Accountable and responsible for the execution of agreed projects/initiatives. Work with Global Program team to identify saving & efficiency opportunities. Apply regional management of servicing to Travel Partner Network providers, coordinating discussions and responsible for follow‑up on service matters. The ROM/Team Coach reports to the Service Leader. Location Canada The #TeamGBT Experience Flexible benefits are tailored to each country and start the day you do, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global Inclusion Groups to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement. #J-18808-Ljbffr