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NORAM Regional Operations Manager


New York, NY
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Job Details


The regional travel operations role for NORAM requires an in depth understanding and management of end to end travel operations, which includes:

+ Management of outsourced suppliers (agencies, airlines, card products, online booking tools)

+ Assessment of supplier performance, insuring consistency of service, quality, and compliance to service level contracts and agreements

+ Ability to effectively work through complex and often crisis driven situations, resolving conflict and issues, while maintaining composure

+ Support of key technologies as relevant

+ Continuous improvement of existing programs, i.e. cost reduction, efficiency improvements, colleague experience

In addition, the regional role requires the ability to successfully navigate through the organization, effectively communicate, escalate as necessary and build relationships within all levels of the organization

+ Team driven approach with peers, including core team and extended matrixed team members globally

+ Customer service driven approach with stakeholders

The industry dynamics, complexity and aggressive pace of activity, requires excellent multi-tasking and customer service skills.


Day to Day Operations

+ Manages all customer service related issues (agency, online bookings, hotel, air, rental car, rail and car service) with all levels within the company until final resolution

+ Lead and/or participate on project teams as required or assigned

+ Continually evaluate and monitor market conditions and adjust operations strategies accordingly.

+ Reviews online booking tool functionality to ensure travel policy settings, content meets enterprise needs and recommends adjustments to best support the travel program and ease of use

+ Provides direction to the Travel Management Companies on day-to-day issues, policy updates, and/or clarification, process improvements, and industry changes

+ Acts as travel Policy expert and point of contact for colleague and TMC questions and provides clarification. Utilizes feedback and benchmarking to inform future policy recommendations

+ Works with the team on administering the annual hotel program

+ Collects supplier spend data and consolidates it to monitor contract compliance

+ Provides input in to content and messaging on Intranet Travel site

+ Develop traveler education and information content and communicate to travelers as relevant

+ Develop appropriate dashboards/metrics

+ Risk and Business Continuity

+ Develops strategies for risk mitigation, business continuity, cost management and operational efficiency. Innovates complex business models, drives associated strategies and influences the marketplace

+ Monitors the Travel management Company and suppliers to ensure uninterrupted services to Pfizer and its 80 global points of sale

+ Works effectively in cross functional teams to advance traveler safety, security and duty of care while on company business

+ Continuous Improvement

+ Champions Operational Excellence to provide Continuous Improvement of processes across all regions, TMCs and key suppliers to meet the evolving needs of the enterprise

+ Utilize Continuous Improvement to drive the resolution of issues and improve supplier performance.

+ Benchmark industry best practices in the assigned spend areas and lead the adoption within Pfizer as applicable.

+ Stakeholder Management

+ Meets with stakeholder business executives to discuss: impact of travel industry changes, strategic initiatives, development on overall business travel behaviors, demand management

+ Engages with market leaders to influence supplier strategies and enhance the value proposition

+ Supplier Management

+ Participates in complex supplier selection activities. Drive supply based optimization for complex categories

+ Responsible for day-to-day operations of the most complex, long term suppliers. Partner with suppliers in forward thinking strategic development and relationship building

+ Serves as Lead Subject Matter Expert in the global airline category

Works with Regional BPO to support the AMEX relationship


+ Bachelor's Degree required. MBA desirable.

+ 5+ years experience in travel operations.

+ 5+ years experience managing complex, cross-functional activities.

+ Candidate must have demonstrated proficiency in the following competencies: influencing skills, stakeholder engagement skills, problem solving abilities, decision making skills, excellent communication and analytical skills.

+ Understanding of cost modeling for airlines, hotels (margins, commissions, etc.).

+ Understanding of financial payment products and models.

+ Understanding of Travel Online Booking applications, General Travel AgencyOperations

**EEO & Employment Eligibility**

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

**Sunshine Act**

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

**Other Job Details:**

+ **Last Date to Apply for Job: 2/02/2018**

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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