Travel Operations Team Manager

Travel Operations Team Manager (Coyol, Alajuela)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

The Global Travel Manager holds a key strategic role in the company, overseeing worldwide corporate travel operations. This role will work closely with the Travel Services Global Category Manager (GCM), ensuring the effective execution of the BCD travel contract, closely collaborating with stakeholders, and maintaining performance standards through regular assessments. The manager employs a data-driven approach, analyzing customer surveys and travel data to identify strategic decisions for continuous improvement and optimization, in alignment with the Global Travel Category Strategy. 

Communication is a priority, with the manager disseminating updates and re-education initiatives regarding travel policies. Compliance with the global travel policy is enforced, and the manager serves as an escalation point for travel-related issues. Operational excellence is maintained through overseeing day-to-day processes and collaborating with various departments, while comprehensive reporting provides valuable insights and recommendations for management review.

What will you be doing?

Monitor the performance of BCD as a travel service provider.

Conduct regular performance reviews and assessments to ensure service quality and compliance with agreed-upon standards.

Monitor and track service levels of travel-related services.

Implement and maintain effective service management processes.

Travel Related Topics Escalation Point:

Act as an escalation point for all travel-related issues and concerns.

Address and resolve escalated matters in a timely and effective manner.

Ensure BCD Contract Compliance:

Monitor and track BCD fees and pricing accuracy.

Ensure data integrity and reporting accuracy to meet Global HCP Compliance requirements.

Data Analysis:

Conduct data analysis on customer surveys to identify trends and areas for improvement.

Monitor and analyze travel restrictions, rogue spend, and travel adoption rates.

Utilize data to drive decision-making and improve travel program.

Communication:

Communicate updates, changes, and re-education initiatives related to travel policies and procedures.

Ensure clear and consistent communication with internal stakeholders, including employees and management.

Continuous Improvements:

Identify opportunities for continuous improvement in travel-related processes.

Work with Travel Services GCM to implement strategies to enhance efficiency, cost-effectiveness, and overall travel experience.

Global Travel Policy – Compliance:

Monitor and enforce compliance with the global travel policy.

Provide guidance and education to employees regarding policy compliance.

Travel Optimization Initiatives:

Work with the Travel Services GCM to develop and implement travel optimization initiatives to maximize cost savings and efficiency.

Stay updated on industry best practices and emerging trends to enhance travel programs.

Operational Execution:

Oversee the day-to-day operational execution of travel-related processes.

Manage and maintain Concur Traveler Profiles.

Collaborate with relevant departments to ensure seamless integration of travel services.

Travel Queries & Knowledge Articles:

Address and resolve travel-related queries from employees.

Create and maintain knowledge articles to assist employees in navigating travel processes.

Reports Generation:

Generate timely, reoccurring, comprehensive reports on travel expenses, patterns, and cost-saving initiatives for management review.

Provide insights and recommendations based on report findings to Travel Services GCM and primary stakeholders.

For internal candidates only: (M1 level)

What will you need to be successful?

Master’s or bachelor’s degree in business administration, or similar field.

Fluent in English.

5 years of overall experience, min 2 years of relevant experience in service management or travel related role. (Travel Management role preferred).

Management experience in large multi-national organization

Experience working in a global organization with matrixed team structures.

Proven ability to work cross-functionally on a multi-region/global scale to deliver programs and projects.

Experience of creating a culture of continuous improvement

Project management qualification e.g. Agile or ITIL (preferred)

Program management qualification, e.g. MSP

Strong Influencing and Inter-personal skills

Proven experience in process improvement.

Nice to have:

Great team builder that leads through example and a hands-on engagement style

Detailed and accurate, able to manage a team to metrics, targets and KPI’s.

Experience in Global Business Services service delivery and service management

Competencies:

Smith+Nephew business and market knowledge (e.g., business objectives, commercial drivers, and environment within healthcare/medical devices industry)

Deep understanding of SSC and GBS Methodology and ways of working, including but not limited to Migrations, service delivery model, Service Management and Talent Management>

Understanding of project delivery lifecycle, governance design and project methodologies (Waterfall, Agile, Scrum)

Ability to analyze financial data, draw sound conclusions and propose solutions.

Ability to analyse and resolve operational and process issues through liaison with stakeholders.

Ability to propose solutions within the context of the business by applying technical knowledge to evaluate the associated risks and implications.

Customer first approach to anticipate and deliver customer needs and expectations.

Ability to identify technical and/or operational problems and resolves by implementing innovative, customer focused solutions.

Ability to communicate effectively with colleagues and stakeholders across the Finance Operations team and the wider business.

Excellent oral and written communication skills to present financial data and information clearly and concisely to all levels of the business.

Effectiveness in a variety of formal presentation settings e.g., one to ones, peers, senior management, peers, direct reports, stakeholders in the business, small and large groups etc.

Ability to guide, influence and persuade others by adopting a challenging but diplomatic style.

Works well under pressure and in a deadline orientated environment – is a role model for others.

Applies effective questioning, communication and influencing skills to share insights, commit stakeholders to action and promote a culture of continuous improvement.

Accepts challenge and productively manages conflict in high pressure situations.

Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities, facilitating the implementation and acceptance of change within the workplace.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about on our website.

Other reasons why you will love it here

Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.

Work/Life Balance: Extra days off, birthday off, voluntary hours.

Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,

Flexibility : Hybrid work model (for more professional roles), flexible schedules.

Training: Training program, unlimited learning.

Extra perks: employees association, and more…

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