Operations and Implementation Manager
Operations and Implementation Manager
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Job Description
Operations and Implementation Manager
Job Type: Full Time
Location: Toronto Hybrid
Reporting to: President Globespan Travel Management
The Evolution of Travel Management thats who we are.
Headquartered in Toronto Canada Globespan Travel Management is a privately owned and operated corporate travel management firm. Boasting more than 50 years in business we are an integral part of the awardwinning Goway Travel Group and the exclusive TMC partner for USbased Altour International (part of the Internova Travel Group)
With wholly owned offices in Vancouver Los Angeles Sydney Australia and Manila Philippines Globespan Travel Management operates globally but plays locally offering the best incountry solutions for corporate travel management fulfillment consulting services analytics and meeting and event planning and management. We strive to set an industry standard by providing dedicated personalized and transparent account management yielding cost savings and offering strategic consultative functions for a wide range of clients. Our dedication to adopting industryleading technology and AI solutions is ahead of the industry pace of adoption.
We specialize in all aspects of business travel management focused on complex corporate industries where technological capabilities and efficient customer service are key. Were committed to our vision of providing boutique levels of service and customized solutions.
The Role:
The Operations and Implementation Manager oversees client implementation managing a North American and International team agent onboarding staff training and performance while ensuring operational efficiency. This role manages GDS systems (Primarily Amadeus) online booking tools (Concur Cytric Deem Atriis) and thirdparty platforms to optimize revenue and streamline workflows. With a focus on SLA compliance system administration and crossdepartment collaboration the position requires strong leadership technical expertise proficiency on Amadeus and the ability to thrive in a fastpaced environment.
This position is designed to support the President of Globespan in all areas of the company with the potential for advancement aligned with the imminent transformative growth going forward.
Key Responsibilities:
- Agent Management
- Manage Onboarding for new and returning agents daily staff management
- Manage the interviewing process for prospective agents
- Train existing agents on new systems
- Manage staff KPIs and conduct oneonone reviews
- Operations
- Onboard New Accounts proficiency required with online booking tools i.e. Concur Cytric Deem. Amadeus backend connectivity
- Monitor Best Practices
- Set up and implement Ticketing Department & Internal Rate Desk
- Audit of agent incentive program
- Collaborate with fellow managers on daytoday tasks and on those tasks related to onboarding new clients.
- Revenue Generation
- Oversee Air Hotel and Fee Optimization
- Manage 3rd party systems Hotelbeds Goway DMCs etc
- Flight pass optimization
- SLAs
- Telephony email chat Reporting
- Telephony email chat Agent productivity KPI measurement
- Telephony email chat Client SLA measurement
- Systems
- Frontline Client Facing Concur Magnatech Cornerstone Duty of Care
- Manage back office conversion from Travcom to Midoco
- Manage relationships with Conferma and ConnexPay
- Manage administration of Air Canada Agency Website and Via Rail Agency Site
- Manage phone System Genysis Cloud
- Client Onboarding
- Primary first contact for clients
- CoProject Lead with Altour Implementation managers
- Oversee testing for prego live Airline Hotel & Car snap codes invoices concur profiles and scripts etc.
- Accounting
- Collaborate with the Accounting Department and Finance Team
- Manage auditing of Agent incentive program
- Manage the purchasing of Flight Passes
Required Skills and Qualifications:
- Expert use of inhouse systems including Amadeus (scripting) phone system Concur
- Strong technical aptitude for learning new software programs
- Excellent leadership skills
- Ability to work under pressure and in a fastpaced environment
- Excellent verbal & written communication skills
- Superior customer service skills
- Team player with a can do attitude
- Understand fare construction using net published and private fares within GDS
- Strong customer service skills world geography airline routings sales and closing skills
- Understand all elements of Air and GTM SOPs
The Globespan Advantage:
At Globespan Travel Management were more than just a companywere a closeknit family that values inclusivity diversity and innovation. Here we dont just work with ordinary corporate travel we connect and look after all our travelers and our corporate accounts goals and objectives. We are an extension of our clients and work together to achieve their goals.
You can be a part of a team that cares with access to global collaboration toptier benefits competitive salary and expert training. We provide desirable benefits inoffice hybrid and remote work opportunities as well as rewards and travel perks. We invest in employees professional and personal development contributing strong mentorship programs and abundant internal growth opportunities supporting mental health initiatives and prioritizing work/life balance.
How to Apply:
If you want to be part of an innovative team and work alongside supportive and knowledgeable staff we encourage you to apply to Globespan today and help us deliver the world to our clients and travelers. Lets grow together. Click Apply Now today!
*All candidates will be afforded equal opportunity through the recruiting process but please be advised that only those candidates selected for interviews will be contacted.*
Please note: Globespan Travel Management will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature please disregard and block the sender and report it to Globespan.
Required Experience:
Manager
Employment Type
Full-Time
