ERM Manila Supervisor

Carlson Wagonlit Travel (CWT) is a global leader specializing in business travel management and our travel counselors know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company and we are even more proud that we achieved it together. Whether we are booking government travel advising on international security or establishing relationships with global corporations we work as a family. We support each other. We grow as a team. And to us thats what makes a world of difference.

Learn about our team leader opportunities and start your journey.

POSITION PURPOSE:

To manage the day-to-day operational activities of CWT Energy Resources & Marine and ensure profitability client satisfaction and employee engagement

To provide leadership and direction necessary to engage and develop staff manage costs increase revenue encourage innovation and cross-functional thinking and maintain excellence in the delivery of service to clients

To represent a customer-focused environment where improving the customer experience is central to thinking discussions and decisions.

Position Responsibilities

CWT Energy Resources & Marine a division of Carlson Wagonlit Travel provides specialized travel management solutions for organizations operating in oil and gas offshore and marine services and alternative energies in more than 150 countries and territories worldwide. Building on more than 25 years experience our professional consultants work closely with our clients worldwide to find the right solutions to complex travel needs. Our services range from reliable day-to-day logistics for large rotational crews and other personnel through effective contingency planning and crisis management to ongoing cost/performance optimization of travel programs.

Operations:

Monitor performance against SLAs and takes steps to make adjustments as necessary to maintain contract requirements CWT profitability and quality

Set clear measurable performance targets

Provide required/best in class tools and technology to best serve the customer

Monitor trends and patterns in agent and team performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement

Work across work teams and program management to identify a clear understanding of client needs

Collaborate across work teams and departments central operations and program management to develop solutions to client requirements

Balance the needs of clients and the company in effectively resolving issues and complaints

Take steps to proactively put in place new ways of working that help to reduce issues

Provide information tools and coaching to front line and/or supervisory staff to create an engaged workforce

Review reporting tools for updates on business performance

Develop and maintain communication with management to ensure awareness of progress key changes and gaps in performance with time enough to develop strategies to address these issues

Initiate projects and make recommendations to improve the profitability of the operation

Provide input to account management regarding service and technical issues

Collaborate with program managers in region to share best practices identify opportunities for improvement and work together to better serve the customer and engage the workforce

Compliance and data quality:

Ensure internal and external communications and vendor updates are distributed in a timely (i.e. airfares / hotels / cars/ GDS)

Ensure Energy Resources & Marine transactions are processed in a timely manner and in full compliance with CWT standards including but not limited to use of GDS scripts queues ID data requirements etc.

Ensure no revenue leakage including but not limited to ensuring that all transactions are charged and that ADM are investigated and processed in a timely manner

Provide relevant accurate information in a timely manner without being prompted

Rostering:

Oversee team rosters with a minimum of three week visibility to ensure that the team is adequately staffed at all time

Approve leave applications and coordinate for unplanned leave (e.g. urgent leave medical leave)

Recruitment:

Monitor team activity and workload in order to identify recruitment needs

Participate in recruitment of new team members once approved and conduct interviews in a timely manner and in accordance with CWT standards

Induction and training:

Coordinate set-up of telephony and other tools necessary for new team members to fulfill their roles

Ensure that all new team members attend the induction and training

Identify training and coaching needs and train agents for Energy Resources & Marine processes

Provide & maintain a safe working environment equipment and systems of work

Encourage necessary training and staff development

Position Requirements

Add for internal applicants:

At least 1 year tenure in current role with CWT ME on the most recent appraisal and no corrective action or PIP in the past 12 months (For internal applicants)

Demonstrated leadership qualities

Add for external applicants:

At least 5 years experience in similar position (for external applicants)

Strong working knowledge of native GDS preferably Sabre and/or Galileo (Varies depending on the client)

Strong verbal and written English communication skills

Strong customer service and problem solving skills

Excellent interpersonal organizational analytical skills

Demonstrated ability to interpret communicate apply and administer a variety of company policies in relation to staff and operational requirements

Demonstrated ability to manage one or more functions such as customer service staffing problem resolution and policy interpretation

Demonstrated ability to manage performance and internal staff knowledge