Global Operations Manager, Global Sales Functional Operations

Role Purpose

This role oversees direct-line leadership of a team within the Global Sales Functional Operations department. The position is responsible for both strategic and tactical deliverables through the management of daily operational processes, key project deliverables and ongoing operational improvements. The role’s remit also includes developing and delivering operational strategies that will effectively and efficiently execute various business plans, providing leadership on various Global Sales Operations functions, intakes and initiatives.

This position requires strong collaboration with all Global Sales Teams & Support teams to ensure all policies and procedures are appropriately executed towards effective service delivery in accordance to established goals.

Key Accountabilities

Administrative & Leadership

• Responsible for the daily operational activities and effectiveness of the Global Sales Functional Operations team aligned to.
• Establish and institutionalize key operational objectives and action plans to direct the performance of all BAUs (including, but not limited to, account management, data integrity, Global Sales programs and promotions, GRS & GDS, and IHG Javelin optimization).
• Meet and exceed sales operations support deliverables related assigned intakes. 
• Provide operational insight and partner with other leaders to ensure effective execution of various correlated processes in the organization.
• Develop new processes and continuous improvement to existing ones to adequately support initiatives of the Global Sales organization.
• Responsible for hiring, resource and succession planning, training, and developing sales operations support talents.
• Develop existing employees to continuously build key talents in the organization.
• Maintain consistent stakeholder satisfaction. 

Strategic Performance, Reporting & Analysis

• Own and maintain accuracy of Global Sales Functional Operations key data points, databases and systems
• Analyze and identify trends in system performance and implement necessary action plans to maximize processes and efficiencies while minimizing business disruptions.
• Ensure future requirements are anticipated and developed in accordance with strategy and business needs.
• Champion automation for tasks and processes.

Operational Efficiencies, Relationship and Project Management

• Serve as the point of escalation for all key functions and stakeholders involved in ongoing projects assigned to team members.
• Confidently make decisions, perform day-to-day tasks, and communicate to stakeholders all achieved performances/improvements.
• Develop and maintain relevant documentation related to operational processes and procedures.
• Drive ad hoc analysis results and recommendations, help formulate strategic direction for Global Sales leaders in various levels and capacities.
• Maintain close working relationships with all identified business owners and develop a strong working knowledge of their respective business functional area.
• Conceptualize and design projects that are related to optimizing tactical Global Sales Functional Operations activities; support other operational projects and initiatives that will require input and implementation through the team members.

Key Skills & Experiences

Education

• Bachelor’s Degree or an equivalent combination of education and/or experience

Experience

• Minimum of 5 years successful and relevant experience as a people leader, Global Distribution Systems, B2B, or sales and marketing exposure highly preferred.

Technical Skills and Knowledge

• Demonstrated leadership and vision in managing groups and major projects and initiatives.
• Excellent interpersonal and collaborative management style.
• Demonstrated commitment to highly professional and ethical standards in a diverse workplace.
• Demonstrated industry knowledge supporting hotel operations relating to account management and of applicable systems and programs.
• Demonstrated ability to use and improve use of databases and sales software (preferably Salesforce and Tableau).
• Demonstrated high competency in Microsoft Office Applications – i.e. MS Excel, MS Word, MS PowerPoint.
• Demonstrated ability and knowledge to navigate hotel systems, programs, revenue management and performing team trainings on principles and procedures
• Demonstrated excellent problem solving and time management skills.
• Demonstrated high proficiency in written and verbal communication skills.
• Excellent in analytical & problem solving abilities.
• Proven project management and business improvement expertise.
• Preferred knowledge on the following systems: GRS, GDSs such as Sabre, Amadeus, Worldspan, Apollo/Galileo