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American Express Travel

Divisional Client General Manager Oil & Gas (Permanent) Gauteng- Rivonia -Other
Publication: 25 Sept 2013

Job Description

The incumbent of this role is responsible for the Account Management role within the Oil & Gas Division as well as managing any of Client General Manager’s (CGM) within this Division . This team currently undertakes the role of managing Oil & Gas client relationships, maintaining and retaining clients, adding value and promoting the 4 Pillars of Travel Management to all clients. This role includes support, mentorship & guidance to the CGM/SRM team, with a specific focus on the unique Oil & Gas portfolio requirements to ensure all targets and objectives of the business are achieved as well as maximum client retention.

Required Qualifications

EDUCATIONAL REQUIREMENTS  Matric Qualification
 Degree in Business Management
EXPERIENCE IN YEARS  Minimum 5 years Account Management Experience
 Minimum 15 years Travel Experience
 Ability to converse in French (Advantage)
KNOWLEDGE  Microsoft (word, power point, excel)
 Sound financial knowledge in order to negotiate client fee models and understand margin per client at all times. Drive and manage income statements and profit analysis per client
 Ability to read and understand client MI reports and convert into presentable review
 Alignment to the Amex strategies and goals for the year ahead
 Oil & Gas Knowledge / Passion
 Sales and relationship building capability
 Presentations skills and public speaking
 Supplier interactions and negotiations
 Understanding and delivery of the SLA and Balanced Scorecard
 Continued Business consulting in selling technology solutions
 Client reviews and workshops


JOB CHALLENGES
 Retaining Clients
 Driving Oil & Gas Strategy for the business (Key Custodian)
 Ensure the Oil & Gas Division is differentiated and a Unique Selling Feature for the business
 Ensure that each client is profitable to the business
 A business plan per client to align to the clients focus and goals for the year ahead
 Determine business growth strategy
 Sound Financial knowledge

Location

Rivonia

General Details

Product Promoters
 Africa footprint / specific Oil & Gas Focus:
• Identify clients with growth opportunities or offices throughout Africa and globally
• Engage with Africa partners and set up meetings with the clients for further action
• Implement any Africa business through the current client base
 Advisory services:
• Present advisory services to a minimum of 70% of your client base
• Understand the products sold by advisory and ability to present to your clients in a professional manner, independent of the advisory team


Management Information Reports  Ensure delivery of MI reports on a monthly basis to clients that qualify for the suite of reports as well as minutes on discussions around the trends and areas of opportunity/improvement
 Ensure that your clients understand the detail and value behind the new suite of reports and identify which of the 16 reports each client needs
 All Ad hoc reporting to be charged for
 Ability to promote this to the clients
Technology
 EDI ( Electronic Data Interchange)
• Understand the process and workaround for EDI
• A minimum of 70% of your clients need to convert to EDI
• Direct your clients towards an understanding that they may have to pay for this in future
 E-billing
• Understand the process and workaround for E-billing
• A minimum of 70% of your clients need to convert to E-billing
• Direct your clients towards an understanding that they may have to pay for this in future
 SEC ( Service Excellence Centre)
• Ensure that all clients understand the value of SEC and continually drive and teach client base how to log a complaint or compliment using the applicable website
• Ensure that all SEC calls logged are closed and that the client is happy with the result
• Short term incentive should 90% of calls for a month be logged by clients and not by the CGM/SRM (with a minimum number of 10 calls logged)
 RADAR
• Understand and promote the value of RADAR to your clients
 ECM
• New papertrail system – this is to be updated once training and understanding of the system has been done
 Paper invoicing
• Direct your clients towards an understanding that they may have to pay for this in future
 Online Booking Tools
• Understand technology and potential to drive additional savings within client portfolio

Retention and Growth
 The CGM needs to have multilevel relationships within the client, this includes levels such as:
• PA’s and travel bookers
• CEO and CFO of the client
• Procurement heads and travel decision makers
• Ensure minimum quarterly trips to various Oil & Gas client hubs to ensure workshops/reviews/client interaction
• Explore opportunities for organic growth
• Business Acumen
• Clear understanding of the Oil & Gas and this Divisions unique requirements – drive Oil & Gas strategy



 SEC
• Tracking of complaints raised and working with operations to resolve any issues raised as well as communication these to the client (Investigation process falls into SEC/OPS roles)
• Complaints ratio to be included in BSC and/or to be highlighted on monthly meetings
 Reviews
• Review presentations as per clients SLA’s
 Surveys
• Surveys to be conducted as per clients SLA’s and response ration to be driven (>35%)
 Margin
• Margin per client analysis to be done monthly
• Targets per client
o 7% gross margin
o 2% Net profit to turnover
o Manpower analysis (less than 55% of income)
o Understanding the inland profit analysis, the income statement and the report from MI Analyst
o Risk / reward models
 Contracts
• Ensure all clients have a signed contract aligned to the schedule of services and re-negotiated 3 months prior to expiry
• Assist with contract re-negotiations, and ensure a clear understanding of all contractual obligations are clearly communicated to all relevant parties within the business
 Financials
• Client fee negotiations to be handled according to contracted dates (Annually etc.). This needs to be done timeously according to the CGM/SRM planner
• Management fee vs transaction fee understanding and basic understanding of how to calculate the fee and the fee model
• Understanding of budget (CGM/SRM to be involved in submitting annual budget)
• Recovery or reduction of merchant fee’s where possible
• Understand each line item of the income statement and ensure that all costs and income are correct against your specific financials model
• Quarterly transaction variance reports where variance clauses are included in financial agreements
 Risk/Reward:
• Implement risk/reward (gain share agreement) at the time of renegotiating client financials

Preferred partner programmes
 Preferred partner focus
• Shifting clients spend to preferred partners away from non-preferred partners
• Identify opportunities of moving clients away from Bed & breakfast and Guest houses
• Monthly MIS analysis to check where clients spend has shifted and drive contracts and agreements with the clients
• Understand new routings , projects etc within clients and drive our preferred partners
• Suppliers relationships and meetings to be ongoing
• Ensure support and growth
• Build multi-level relationships with all preferred partners
 AHA – continued focus on moving clients into our own properties (business plan per CGM/SRM as to how they are going to shift some business into our properties)
Schedule of services and contract management
 Align clients to our standard service channels for Oil & Gas
 Contract/SLA alignment to the schedule of service for Oil & Gas
Client Files  Client files updated and actively referred to (to be included in the client file):
• Financials per client (Signed and valid per client at all times)
• A valid Contract in place per client at all times
• Service level Agreement in place and valid at all times
• Balanced Scorecard in place and measured monthly/quarterly
• Client details updated at all times (contacts, addresses etc)
• Copy of office bible to be kept on file
• Minutes of meetings
• Travel policy
• Corporate agreements information
• Compliments and complaints
• ECC usage and charges
• Client reviews to be conducted according to the client’s needs (quarterly, annually, bi-annually)
• Client workshops
• Client Travel Policy understanding and assistance with policy changes
• Maintain regular client visits as per SLA and minutes thereof
Surveys  Surveys to be conducted according to the client’s needs (quarterly, Bi-annually, Annually)
 All results to be communicated to the client and within the business (GM or divisional Manager)
Calendar and one on one file  CGM/SRM calendar and one on one file to be up to date at all times (monthly meeting to be held between CGM/SRM and direct reporting manager monthly to go through the detail of the one on one)
Business Travel Service level Agreement (BTSLA)  Understanding American Express Business Travel Service level Agreement (BTSLA)
Human Capital & Team Management  Review and oversee staff appraisal and bi-annual performance management
 Ensure that staff follow company policy and aware of code of conduct
 Develop and maintain staff development plan:-Skill Up and PDP
 Ensure that staff is fully aware of Job descriptions and that they’re adhered to
 Drive the TTS Vision and Step Up Program
 Manage Strategic Relations Managers (SRM) team and assist them in your level of expertise
 Ensure that business strategies are implemented in order to contribute to the company’s profits
 Set staff performance goals and objectives and direct staff into achieving them
 Ensure that resources needed by staff is available at all times
 Provide support and guidance to team

Application details

Contact Name :Nicole Gasser

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