Carlson Wagonlit Travel USA
Oct 11, 2018Full time
Do you share CWT Meetings & Events passion for providing amazing experiences? If you are an enthusiastic M&E operational leader and process designer who thrives in an environment where communication, creativity, and teamwork are encouraged this may be an opportunity for you. As Process Design Manager you will assess the current operational state across all service areas of Meetings and Events in North America to drive efficiencies, leverage best practices and create operational excellence. Using CWT M&E operating principles you will own the creation, updates and maintenance of the regional operations manual, create, refine, and optimize process flows, support documentation and integration of new technology into the team’s processes, and support integration of baseline operating standards into client specific operating environments. The main objective is to ensure all current processes are documented, current, efficient, and evolving with the business. 1. Build Regional Operations Manual, Standard Operating Procedures (SOPs) and process maps to aid staff in training and delivering consistent high level service. 2. Communicate changes and updates in process and tools timely and effectively 3. Design and deploy new processes and procedures to ensure improved efficiency, profitability, and customer satisfaction. 4. Facilitate process efficiency workshops to support productivity gains across all service areas. 5. Document and continuously provide input to refine and implement best and new practices across all accounts for consistency and optimization. 6. Develop innovative ideas, solutions and opportunities within overall operations to achieve business objectives. 7. Collaborate with Implementation Managers and Technology Managers to share standard procedures, process flows and tools which can improve cross regional and cross account operational delivery. 8. Partner with Training and Learning Specialists to produce training tools and resources based on designed processes and procedures. 9. Collaborate with Sales Operations team to create process maps and tools that will support overall sales efforts in the region. 10. Establish and govern ongoing quality control points and tools to support compliance to established processes. 11. Participate in global cross functional best practice sharing and ensure regional alignment to global standards. 12. Perform other duties as assigned. Qualifications Education Bachelor’s Degree in related field. Experience -Minimum of 7 years professional Meetings & Events experience. -Minimum of 3 years proven experience in operations management, process design, and/or implementation. -1-2 years of experience using meetings technologies such as Lanyon or Cvent. License or Certification -CMP, SMMC, CMM designation an asset. -Six Sigma Certification an asset Knowledge -Knowledge of Meetings & Events and Group Transport industry required, including but not limited to sourcing, contracting, planning, attendee management, group transport, commission collection and financial reconciliation. -Strategic Meetings Management knowledge highly regarded. Depth of knowledge in process flow design, key controls, and optimization. Skills -Strong computer skills in Excel, Visio, Word, and PowerPoint. -Advanced analytical skills and understanding of how IT tools and process impact M&E operational delivery. -Advanced project management and communication skills. -Strength in visual design and layout of process making it easy to learn and understand for large and diverse audiences. -Act as a role model to create an agile and change adept region. Abilities -Ability to work under pressure, establish priorities and deliver to fixed dates. -Ability to liaise with other team members to obtain technical support and knowledge, demonstrating the ability to organize and prioritize workload. -Ability to influence internal and external stakeholders with strong communication skills. -Ability to map process and document variances within a global process design. -Ability to create a visual design of process maps for handoff and task ownership. -Ability to cope with competing demands and to prioritize tasks. -Ability and experience of managing the logistics of multiple projects and ensuring they run smoothly and on time. -Ability to anticipate issues and proactively propose solutions. -Ability to work within a multicultural environment.