Director Operations

hace 2 días

Heredia, Costa Rica BCD Meetings & Events A tiempo completo

**Regional Account Director**

The Regional Account Director (RAD) is responsible for driving strategic business initiatives and optimizing the way we do business with CLIENT in collaboration with Global leadership. The RAD is directly accountable to achieve both CLIENT and BCD M&E goals related to: program strategy, innovation & optimization, client retention, contractual obligations, CLIENT ROI goals for the program, financial performance, quality of service, preferred vendor performance, technology, efficiencies, forward-thinking thought processes and business development. The RAD works closely with Operations Leaders(s) to create a collaborative team environment, ensure accountability for service delivery, resource modeling, analytics and customer satisfaction.

The RAD will also be responsible to drive stakeholder adoption and engagement within CLIENT and be responsible for the roll out of new technologies, including training new user groups and some configuration to ensure optimal client adoption.

**Scope**:

- Overall accountability for the regional CLIENT relationship and contract
- Drives strategy and optimization initiatives in partnership with CLIENT
- Builds strong relationships both internally (BCD M&E) and externally (CLIENT)
- Is responsible for SLAs, KPIs, client financials and business planning
- Represents account management during implementation of new business units or services

**Essential duties and responsibilities include**:

- Work with CLIENT to develop business objectives for the regional meetings program. Develop a strategic business plan to achieve objectives that complement the global business strategy, focusing on both CLIENT and BCD M&E program objectives. Track and report progress to goals.
- Ensure CLIENT goals will result in achieving CLIENT growth and service goals.
- Work closely alongside Global Account Director, Global Director of Operations, and the Business Analyst(s) to identify and maintain reporting requirements for CLIENT, follow up to ensure monthly reporting is accurate and timely, provide business insights and analytics to identify gaps and opportunities for CLIENT.
- Serve as primary regional point of authority on the terms and deliverables of the CLIENT contract. Responsible for contract management and understanding the terms of the contract(s) to ensure that contractual commitments are continually met. Monitor results on a regional basis and collaborate on overall global deliverables alongside Global Account Director and Global Director of Operations.
- Understand and evaluate opportunities for process improvement, consulting solutions, identify and evaluate individual projects on the basis of a cost benefit proposition.
- Engage and network with CLIENT end users to communicate and educate on meeting program policy, benefits and services; as well as a feedback and discovery loop that is ongoing and feeds into potential initiatives to drive additional adoption and success within meetings program.
- Align closely with Regional Operations Manager to drive continuous process improvement throughout all operations and evolve company standard operating procedures, to align with global processes as appropriate.
- Facilitate the involvement of BCD M&E specialized departments to achieve CLIENT’s goals and introduce new technologies, new preferred suppliers, new operational best practices, etc.
- Interface with financial representatives to produce accurate financial reporting for CLIENT.
- Support negotiation of CLIENT-specific Service Level Agreements; align with operations to achieve service levels; and report progress to CLIENT and management. Develop measurements for all contractual objectives for the client, (i.e. scorecard or KPIs).
- Responsible for the regional financial management of the contract, ensure budgets and forecasts are submitted, financial agreements are invoiced and paid in a timely manner.
- Identify trends and impact on the business plan, review accuracy of reporting, benchmark and monitor trends recommending program changes and opportunities based on business intelligence
- Plan and execute mid-year and annual strategic account reviews in collaboration with the Global team as necessary. Drive development, content and quality of reviews prior to the meeting.
- Take a consultative approach to positioning “value added” products and services. Navigate the pertinent pricing changes needed throughout the life of the contract, as the scope of services change, local cost structures change, etc.
- Oversee/direct expansions/implementations and ensures contractual agreements are implemented. Develop CLIENT specific marketing strategies to target adoption, compliance and non-participating countries. Ensure regional or country-specific marketing/communications plan fits the needs and budget goals of CLIENT.
- Develop contacts at all levels. Interface with key client contacts regionally to build multi-level relationships. Keep CLIENT informed of busin

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