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**Job Summary**:
The Supervisor, Operations is responsible for all program operations in relation to assigned team, providing staffing and service levels at or above minimum operating standards within budget. Additionally, they are responsible for motivating and providing support to program operations staff as well as overseeing the planning and execution of successful and profitable incentive/meeting programs while maintaining a high level of customer service to program participants and the client. This position is a “working” position in that the Supervisor will also support the team by program managing assigned programs throughout the year, as the staffing schedule allows and the Supervisor’s workload permits.
**Essential Duties and Responsibilities**:
**_Job Specific Essential Duties & Responsibilities:_**
**Leadership Support**
- Effectively supervise direct reports, providing training and skill development based on job function.
- Provide career path planning with each direct report. Develop best practices, benchmarking, implementations and training to assist in challenging and developing staff.
- Implement, train and measure BCD M&E standard operating procedures to all members of team. Update SOPs as needed and communicate changes in procedures to team.
- Development and implementation of customer specific SOP as required.
- Ensure all staff members have the necessary equipment to perform (computer, telecom, etc.)
- Oversee program staffing schedule.
- Continually monitor staff alignment and organization to ensure the highest levels of customer service, efficiency and productivity.
- Interact with BCD M&E Business Development team as required to provide leadership and address operational issues in a proactive manner.
- Oversee and pre-approve all travel requests and requests for time off and maintain calendar.
- Take part in weekly meeting with Director and management team.
- Take part in monthly BCD M&E management meetings, providing team updates.
- Take part in annual and mid-year performance reviews, which are conducted by Director, Group Operations. Establish plans with individuals to ensure maximized performance against goals.
- Act as a liaison between staff and Director of Operations for account communications and announcements.
- Recruit, interview, hire and train new staff.
- Schedule and hold regular team meetings and one-on-one meetings.
- Work independently in the absence of supervision
- Assumes and performs other duties and responsibilities not specifically outlined herein, as requested
**Customer Service**
- Monitor service issues and problem resolution with customer via direct contact through issue resolution and follow up with client as required.
- Interact with clients and customers as required. Such interaction may include follow up on a new meeting request for accounts without BCD M&E Business Development support, issue resolution, program debriefs, proactive check-up on service level support being provided to that client from the Express Team.
**Budget Accuracy**
- Pre-approve all check requests, invoice requests, wire transfer requests in advance of staff submission to Director, Group Operations.
- Approval all client budgets prior to presentation to client.
- Approve final billing prior to presentation to client.
- Report on program spend, savings and profitability monthly.
**Supplier Relations**
- Approve and sign all hotel and supplier contracts.
- Monitor preferred supplier usage and hold team accountable for adherence to preferred supplier relationships. Ensure team enters supplier spend accurately and timely within meetings technology. Report to Director monthly.
- Approve all program specifications and service agreements prior to submission to suppliers.
- Log Letters of Agreement for all programs operating through team. Address items that fall outside of the scope of the agreed upon terms.
**Project Management**
- Supervisor will effectively program manage assigned programs throughout the year, as determined by staffing/planning support needed, and by the Supervisor’s workload.
**Other**:
- This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
**_Essential Job Functions:_**_ (Required for US only-all other countries may delete)_
- Must be able to come to work promptly and regularly
- Must be able to take direction and work well with others
- Must be able to work under the stress of and meet deadlines
- Must be able to concentrate and perform accurately while meeting applicable productivity measures
- Must be able to change productively and to handle other tasks as assigned
**Education / Knowledge / Experience**: (Subject to local laws and practices)
Essential:
- 5+ years’ experience in coordinating and/or planning meeting, event and incentive programs
- 2 years’ exper
