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Senior Manager of Intermediary Partner Care.

Company: Marriott International
Location: Omaha
Posted on: August 6, 2022

Job Description:

Job Number 22121435
Job Category Sales & Marketing
Location CEC Omaha, 1818 North 90th Street, Omaha, Nebraska, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY The Senior Manager, Intermediary Partner Care is a leadership role responsible for the strategy and operations of the Intermediary Partner Care (IPC) support team which provides critical intermediary support for compensation and other intermediary programs. - He/she works closely with Intermediary Partner Support team leaders as well as Global Sales and Distribution to create and pull through front-line customer service/support solutions for current and future intermediary strategies. - The Senior Manager, Intermediary Partner Care serves as the subject matter expert for commission and program service support globally for group and transient intermediaries, global sales, and properties, and is responsible for the leadership and management of the IPC support organization, including but not limited to: providing knowledge, expertise, leadership and front-line customer service support for intermediary compensation programs and enterprise intermediary partner compensation initiatives; development and continual enhancement of IPC operational effectiveness and business processes for six distinct support teams, ensuring effective staffing and optimal performance and engagement; measurement of key service and productivity metrics, financial performance, maximizing efficiencies, and maintaining industry-leading service levels. - Channels include travel agencies, travel management companies, group intermediaries, group Preferred Partners, and OTAs. - CANDIDATE PROFILE - Education and Experience -

  • 4-year degree from an accredited university in Business Administration, Marketing, or related major and 6+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance; OR
    • 6+ years of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance. - CORE WORK ACTIVITIES: - Driving Operational and Financial Results
      • Ensures the operational strategy for IPC is aligned with company goals; leads its execution. -
      • Possesses and employs knowledge of CEC/customer contact center current and future technologies and systems used to track associate scheduling, payroll, performance, and productivity and leverages best practices/synergies for IPC department operational efficiencies.
      • Ensures that daily operational productivity monitoring is occurring for optimal performance, utilizing appropriate statistical, monitoring, and scheduling technologies for team and associate goal measurement; employs service assessments for call and email handling.
      • Monitors key operational performance indicators and related statistics, regularly reports results to leaders.
      • Ensures sustainable work processes and systems are in place that support intermediary strategy execution and measurement.
      • Partners closely with Intermediary Partner Support leaders; ensures pull-through of intermediary segment initiatives and strategies, as well as IPC programs, processes, and operational support.
      • Maintains strong knowledge of all travel intermediary segments, strategies, and policies; ensures team members are aware and educated. Ensures that intermediary strategies and programs have appropriate front-line support for intermediary partners, sales leaders, hotels, and other stakeholders. - Possesses working knowledge of property management, reservation, and sales systems utilized for third party commission and support.
      • Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
      • Analyzes and executes against P&L statements, performance reports and funding sources; develops operating budgets and forecasts and identifies opportunities for cost efficiencies. - Demonstrating and Applying Discipline Knowledge
        • Provides direction, education, and guidance to other Marriott work teams regarding IPC resources and operations, industry policies and practices in support of the properties, partners, sales associates, and other key stakeholders.
        • Develops specific goals and plans to prioritize, organize, and accomplish work.
        • Acts decisively; develops/proposes/initiates solutions.
        • Identifies and cultivates relationships with other departments, Marriott stakeholders, and partners.
        • Approaches opportunities with curiosity and open-mindedness; displays creativity and innovation.
        • Provides technical expertise and support to individuals inside and outside of the department.
        • Demonstrates knowledge of job-relevant issues, products, systems, and processes.
        • Demonstrates knowledge of function-specific procedures.
        • Keeps up-to-date technically and applies new knowledge to job.
        • Utilizes proficiency in Microsoft Office applications, specifically Word, Excel, Teams and SharePoint. - Leading Team
          • Creates a team environment that encourages accountability, high standards, and innovation.
          • Establishes and maintains open, collaborative relationships with associates. -
          • Works with leaders, direct reports, and team to develop and implement strategies and goals. -Communicates/updates all goals and results with employees. Ensures team members understand performance expectations and have visibility into goal achievement.
          • Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.
          • Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.
          • Embodies and champions Marriotts core values and TakeCare culture. Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service. - Utilizes an open door policy, provides ongoing department communication/meetings. - Solicits associate feedback and utilizes associate engagement results to identify strengths and opportunities to improve engagement. - Is committed to associate growth and development.
          • Continuously improves department, programs, and team, and ensures clear roles, responsibilities and accountabilities are in place.
          • Sets goals and expectations for team members using the performance review process and holds staff accountable for performance goals. -
          • Promotes adherence to company, CEC and IPC policies fairly and consistently, following disciplinary procedures. - Supports Guarantee of Fair Treatment processes.
          • Understands employees and develops plans to address need areas and expand on their strengths.
          • Provides the team with the capabilities needed to meet or exceed expectations.
          • Leads by example demonstrating self-confidence, energy, and enthusiasm. - Always extends professionalism and courtesy to associates. - Conducting Human Resources Activities
            • Acts proactively when dealing with associate concerns. - Partners with HR on policy infractions.
            • Interviews job candidates and assists in making hiring decisions.
            • Ensures timely and thorough orientation and onboarding of new team members.
            • Observes behaviors of employees and provides feedback to individuals. - Managing Work, Projects, and Policies
              • Coordinates and implements work and projects as assigned.
              • Generates and provides accurate and timely results in the form of reports, presentations, etc.
              • Analyzes information and evaluates results to choose the best solution and solve problems.
              • Develops specific goals and plans to prioritize, organize, and accomplish work.
              • Sets and tracks goal progress for self and others.
              • Monitors the work of others to ensure it is completed on time and meets expectations.
              • Provides direction and assistance to other organizational units policies and procedures, and efficient control and utilization of resources. - Additional Responsibilities
                • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
                • Manages group or interpersonal conflict.
                • Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
                • Manages time effectively and conducts activities in an organized manner.
                • Presents ideas, expectations and information in a concise, organized manner.
                • Uses problem solving methodology for decision making and follow up.
                • Performs other reasonable duties as assigned by manager. - MANAGEMENT COMPETENCIES Leadership
                  • Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace. -
                    • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
                      • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
                      • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
                      • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. - - - Managing Execution
                        • Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
                        • Strategy Execution Ensures successful execution of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
                          • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
                            • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed. - Building Relationships
                              • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. -
                                • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the companys service standards.
                                  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. - Generating Talent and Organizational Capability
                                    • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
                                      • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. - Learning and Applying Professional Expertise
                                        • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
                                          • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business

Keywords: Marriott International, Omaha , Senior Manager of Intermediary Partner Care., Executive , Omaha, Nebraska

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