• Personnel Travel Consultants
  • Deerfield, IL, USA 60015
  • Jun 04, 2018
Full time Account Management Director of Operations Client Relations Client Relationship Services Client Support Manager Travel Technology Travel Industry

Job Description

The main role of an Operations Director is to oversee the Chicago operations team to ensure service delivery to our clients, support the team in a consultant role as well as support the wider client portfolio. 

Managing People 

  • Monitor staff performance within PDR process (including call monitoring, where appropriate) and to provide direction, training, coaching and motivation necessary to deliver agreed targets
  • Provide on the job advice, guidance and support to all the team on a daily basis and liaise with L&D as appropriate
  • Complete New Starter inductions
  • Chair regular team meetings
  • Balance workload distribution amongst the team
  • Be available to support our Emergency Travel Service and deploy local staff if necessary during times of heightened activity or major incident out of hours (weather, terrorism, major airport/airline outages), including the management of cover on Federal days.
  • To be available to work with the Incident Manager if/when the out of hours Incident Management protocol is invoked out of hours. To manage, guide and support staff if there is an incident which affects a number of local travellers during working hours.
  • Create a harmonious and fair working environment
  • Encourage and reinforce team work ethic
  • Ensure the desk has sufficient cover at all times
  • Provide performance feedback discussions at every level
  • Demonstrate R&M “Duty of care” to staff
  • Instigate work handovers prior to absence
  • Create a knowledge sharing attitude within the team
  • Ensure the team delivers all agreed targets and objectives


  • Manage personal client portfolio delivering added value at every opportunity
  • Pro-actively build meaningful and long-lasting relationships
  • Deliver exceptional service geared to exceeding client expectations at all times.
  • Demonstrate proactive thinking when providing travel solutions
  • Quality Control across all aspects of our procedures and processes
  • Able to provide cost effective solutions across all aspects of travel
  • To comply with the client policies and guidelines at all times
  • Achieve SLA’s for specified accounts
  • Assist with iQ (reservation system) demos as appropriate
  • Identify capacity within the team and assist Sales with placing new business
  • Attend and contribute to client meetings with Sales or Account Management when needed
  • Deliver service orientated solutions that demonstrate differentiated value to our clients.

Reporting and process management 

  • Communicate key business information to the team via monthly team meetings and ad hoc updates
  • Via team coaching, maximise income on the team
  • Encourage compliance of company policies and procedures
  • Demonstrate initiative by developing work efficiencies to support improved operational environment and service to client.
  • Highlight changes in travel trends and provide feedback on opportunities / risks in travel patterns
  • Ability to formulate creative solutions or alternatives to usual methods and approach in order to meet business targets

 Client Relations  

  • Monitor client issues and trends and escalate as appropriate
  • Anticipate and manage escalated incidents of client dissatisfaction while supporting the consultant.
  • Monitor client activity post incident to ensure that the client is back to normal trading levels and has faith/satisfaction that our service has been restored
  • Manage and maintain client relationship within On-site
  • Promote liaison between consultants and Client Services team.

 Skills, Knowledge and Experience 

  • Proven experience of working for a Travel Management company
  • Excellent interpersonal skills
  • Ability to motivate and provide direction to individuals and team to achieve agreed targets
  • Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines
  • Proven sound knowledge of industry
  • Experience of using MS Word and Excel software packages
  • Knowledge of company policies, procedures, ethics, values and vision
  • Excellent planning and organisational skills
  • Proven experience of managing people and monitoring performance


  • Strong leadership ethic
  • Solid commercial ability
  • Ability to remain objective at all times
  • Effective listening skills
  • Promotes a collaborative team working environment at all times
  • Ability to make effective decisions based on business rationale
  • Operates a no blame team culture
  • Ability to multi-task
  • Ability to communicate effectively at all levels
  • Self-motivator and results driven


Minimum Travel Experience Required