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Travel & Concierge Experience Bilingual Manager
Description A successful Manager within American Express Travel & Concierge Experience (TCE) has a passion for delivering extraordinary service and demonstrates leadership ability to inspire their team and building connections and engagement to drive outstanding business results. This role will lead teams within TCE Canada Operations. They will coach a team of highly skilled and motivated Team Leaders and Travel Consultants who designing unforgettable trips and experiences for our Premium Card Members.
- The Manager will establish a coaching culture centered around colleague well-being, obsess over the colleague experience, and provide consistent and on-going coaching and feedback to ensure their teams are performing at the highest level.
- The Manager will set agenda providing clear goals and individual performance goals, use performance metrics and reporting to drive performance and business results, and monitor customer interactions to ensure extraordinary service.
- The Manager is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and can effectively lead their team through change.
- They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.
Responsibilities
As a Manager of Canada Engagement and Operations, you will be responsible for:
- Inspiring Team Leaders and their teams to achieve and exceed their goals by providing outstanding coaching, training, and development and by rewarding and recognizing results.
- Transform the TCE Customer experience in two key areas: 1) Elevate our service delivery by improving what we do for our customer to source the best Travel and Concierge Experience 2)
- Elevate how we communicate to our customers.
- Engaging Team Leaders and their teams by building and fostering Inclusion, development and personal growth and generally significantly driving colleague engagement which will be measured through various listening post. This will be a significant portion of the Goals.
- Creating and implementing creative solutions to enable access for our Customer this will include building relationships with partners internally and externally with key suppliers and Properties on a frequent basis.
- Creating and implementing creative solutions to drive colleague engagement and foster a sense of belonging and well-being across the colleague base.
- Assessing the team’s skill levels and competencies and creating development and action plans that are owned and driven by the colleagues.
- Key measures of success for this role include ability to inspire and engage teams to provide outstanding service, ability to foster an engaged culture centered around rewarding and recognizing results, ability to elevate service delivery, portfolio performance, employee engagement and improved customer satisfaction metrics.
Qualifications
- Minimum of 3 years successful leadership experience and leading leaders experience will be preferred.
- Ability to speak and write fluent French
- Foremost an authentic inspirational leadership approach with demonstrated experience consistently applying the Amex Framework for Winning.
- Experience working and leading from a Virtual environment with a focus on Office Culture.
- Knowledge of travel agency regulations, operations & products.
- TICO and OPC Manager Certification will be required.
- Ability to serve as the designated Company representative for all OPC-related inquiries, while fulfilling responsibilities as the formally named OPC Officer and License Holder.
- Outstanding team player who has proven success working with teams to accomplish goals.
- Ability to successfully understand and implement policies, procedures, and programs.
- Strong analytical and creative problem-solving skills.
- Detail-oriented with strong organizational and prioritization skills who can work well under pressure.
- Attendance may be required on an occasional basis for partner events in the GTA (Toronto).
- Flexible working hours to support various shifts as we operate in a 24 /7 Travel & Concierge Experience Center.
Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions The job posting is for an existing vacancy.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
