Meetings & Events Operations Manager
The Operations Account Manager role leads a large team of people that focuses on the delivery of quality meeting planning and execution services for clients as part of an end-to-end management solution.
・Main contact for client in market and strategically managing local relationship whilst maintaining global account standards.
・Responsible for the account operations delivery and ensuring all SOP’s, SLA and KPI’s are met at all times.
・Reporting to senior leadership on successes and challenges and escalating opportunities and risks in a proactive and strategic manner
・Manage a team of meeting professionals (Planners, Coordinators, Specialists) to ensure the effective, efficient, compliant and quality delivery of meeting operations.
・Monitor and manage team. To meet with team leaders on training calendar, issue escalation and also providing frequent feedback and direction, ensuring they are meeting the expectations of their roles
・To work with regional team on manpower planning on a quarterly basis. Based on anticipated meeting volume to recommend and propose manpower plan to effectively support the customer during peak periods.
・Analyze performance against the required standards and develop practical action plans to address underperformance and service issues.
・Act as a conduit for communication, ensuring that direct reports are well informed about issues affecting them and their customers.
・Responsible for monthly financials related to accounts receivable and open payables as well as responsible for the team’s revenue growth goals, P&L analysis, managing expenses and research/resolution of any discrepancies. To also ensure that billing for manpower is accurate on a monthly basis and track that payment is made to AMEX.
・Ensure 100% accurate and timely data capture through meeting technology tool and other Amex systems.
・Drive adherence to all American Express and policies including compliance requirements.
・Additional projects and requirements may need to undertaken at the request of leadership.
・Efficient, Effective and Strategic Delivery
・Proactively manage process to identify opportunities to enhance productivity or service excellence, whilst maintaining standards
・Drive continuous improvement of the operation and manage change effectively to motivate and retain employees.
・Proactively manage business levels and ensure prevention of negative situations
・Develop and maintain up to date documents outlining Standard Operating Procedures (SOP’s) and ensures any adjustments are clearly documented and communicated appropriately.
- ・Fluent spoken and written Japanese and English
・Minimum of 8 years proven senior meetings management experience and proven track record in operational success
・Minimum 5 years experience in people management and leading teams
・Must have strong proven experience in effectively managing clients, locally and globally
・Must be a strong leader and identify needs, wants and escalation requirements.
・xMust be proficient in Microsoft software including word, excel and powerpoint applications
・Ability to work within budgetary parameters, meeting critical deadlines, and handle multiple projects simultaneously.
・Ability to think strategically and solve problems and challenges in a methodical manner
・Excellent communication skills, written, oral and interpersonal are essential with ability and present and engage at a senior stakeholder level
・Candidate should be flexible, detail oriented and able to work under pressure.
Requirements - Preferred:
・Written and spoken skills in Japanese and English
・International Account Management experience managing global accounts with local sectors
・Experience with Strategic Meetings Management Programs and an understanding of incorporated principals
・Experience working with global organizations with compliance parameters
・Experience working with international event management software such as Lanyon Starcite.
・Knowledge / Experience in Group Air, Transient Ticketing considered an advantage
・Strong relationship with market third party vendors especially hotels considered an advantage
- 【住所】 東京
Meetings & Events Operations Manager