REPORTING TO: Global Head of Implementation Services
DEPARTMENT: Full time- Remote
JOB SUMMARY
Reed & Mackay, a Strategic Travel Management and Services Company leads its field by attracting, developing, and retaining the most talented people within the industry. Reed & Mackay has an enviable reputation for exceptional service which is delivered through placing innovative technology (exclusively available to Reed & Mackay) in the hands of outstanding people.
The Team Leader will support the growth ambition of R&M while retaining a high degree of service focus and team spirit. Team Leaders support their team in an operational capacity, and will lead by example by demonstrating flexibility, managing resources on the team through project allocation and project oversight. The Team Lead will assist with risk mitigation, escalated project related needs and unforeseen circumstances, while ensuring service is not compromised at any time.
KEY RESPONSIBILITIES & PEOPLE LEADERSHIP :
- Monitor staff performance of the entire team, with a view to providing direction, training, coaching and motivation to deliver agreed targets.
- Provide on the job advice, guidance, and support to entire team on a daily basis and liaise with Reed & Mackay resources and leadership as required.
- Supports and leads new starter inductions to ensure a consistent approach.
- Organize, facilitate and host monthly team meetings for your own team.
- Ensure workload is balanced equally amongst team members.
- Create and encourage a harmonious and fair working environment across entire business
PROJECT MANAGEMENT :
- Manage all phases of a client implementation on a national and global level according to client requirements.
- Ensure all regions understand the client’s objectives for go live.
- Confidently, assume lead project manager for the management of the implementation project on behalf of client and Reed & Mackay coordinating with client and internal Reed & Mackay resources.
- Identifying, escalating and helping to develop risk mitigation strategies.
- Internal communication/support new client launches in conjunction with the Client Success Manager
- Facilitate meetings and project management internally to ensure all actions are completed beginning to end and keep project timelines on time.
- Maintain accurate records of project management reporting, included but not limited to Salesforce updates.
- Lead NavanPro implementations, coordinating appropriately with the Navan AM team, NavanPro CSM and NavanPro operations teams.
- Coordinate with Navan employees as needed based on client account ownership.
- As with global responsibilities, exhibit the ability to adjust schedules to accommodate clients in different time zones and regions.
TEAM LEAD RESPONISBILITIES :
- Identify staff capacity and additional resource requirements within the team.
- Work to exceed implementation timeline expectations and company strategic goal to implement business in increasing shorter timeline.
- Develop and support working efficiencies.
- Ensure service delivery exceeding client expectations.
- Support sales team in client RFP and best and final presentations as it relates to client implementations.
- Support use of Reed & Mackay and Navan technology platforms.
- Ensure and look to improve project reporting to senior R&M leadership.
- Present weekly in a collaborative environment on project updates, numbers and risk mitigation.
- Liaise with Navan Sales and Account Manager as it relates to new wins, facilitating project support, timelines and assistance with client discussions prior, during and post sale.
SKILLS, KNOWLEDGE AND EXPERIENCE
- Excellent skills with Microsoft suite of products.
- Attention to detail and accuracy.
- Team player is essential.
- Ability to multi-task
- Excellent communication skills, problem solving and solutions-based thinking.
- Minimum 10 years in travel industry and previous implementation experience is a must.
Reed & Mackay is proud to be an equal-opportunity employer. We welcome applicants regardless of race, color, religion, sex, national origin, age, disability, citizenship, veteran status, gender identity or expression, marital status, sexual orientation, genetics, and any other federal, state, or local protected class.
