Associate Manager, Global Corporate Accounts

Role Purpose

Manage a team of Data Specialist that is responsible for provision, maintenance, audit and analysis of the G&M segment – with focused attention to Lead Enrichment & Crediting overrides. This role will help enable revenue upkeep for the said segment, ensuring that data flow are accurate. This activities can also help give insight to the performance of the segment and drive business decisions. It will act as a decision maker in the area of the support function mentioned. The role will also extend provision of critical business information to all members of the Global Sales Operations support and leadership. 

Key Accountabilities

Administrative & Leadership

• Manage performance evaluation, work assessment, training needs of the GCA Team, and other administrative tasks.
• Take part in the hiring process and onboard new team members, ensuring the right people are in place to deliver on the IHG Vision.
• Liaise with GCA Consultants and ensure that all training materials are documented, kept updated, and reflect the latest processes and system changes.
• Responsible for the resolution and escalation of hotel/client/sales issues for assigned teams.
• Handle timecard management, schedule compliance, and efficiency metrics.
• Handle audits, projects, and process improvement plans to adequately support initiatives for the Global Sales Strategy Team, Commercial, Distribution, and Revenue Management Team. 
• Provides coaching to team members and creates detailed & in-depth written & verbal presentations on business performance and process improvements. 
• Responsible for handling confidential information of team members and senior leadership.
• Responsible for team members' engagement, guidance on their performance, personal development plan, and creating a high-performance culture

Operational Support 

• Point of escalation for Specialists, Global Sales, and other stakeholders with concerns related to Corporate Accounts, GDS rate access codes & corresponding viewership, IHG Owners Rate, Alternate rates for IHG Business Edge, Corporate Gold, Luxury and Lifestyle. 
• Communicate goals, make decisions, perform day-to-day tasks, and manage inquiries from team members, hotels, and clients.
• Maintain close working relationships with all identified business owners and develop a strong working knowledge and expertise of their respective business functional areas. 
• Provide feedback and raise inconsistencies and errors pertaining to GRS/Concerto, HCM, Channel Mapping Tool, Javelin - Production Source, GDS, Dhisco, and Channel Mapping Tool.

Key Skills & Experiences

Education

• Bachelor's Degree or an equivalent combination of education and/or experience

Experience

Minimum of 3 to 5 years progressive work experience in the GCA team or work-related experience with demonstrated proficiency in multiple disciplines/processes related to the position. Must be knowledgeable in Global Distribution Systems (GDS), Guest Reservation System (GRS), and IHG Javelin.   Preferably has work-related experience in hotel front desk, hotel reservations, GDS, travel industry, or customer service in one or more functions related to the position. 

 Technical Skills and Knowledge

• Leadership - the ability to inspire and motivate team members, providing guidance and direction while fostering a positive work environment.
• Communication - effective verbal and written communication skills are crucial for conveying expectations, providing feedback, and facilitating collaboration within the team and cross-functional stakeholders.
• Strategic Thinking - the ability to see the bigger picture and align team goals with the organization's objectives, ensuring that the team contributes meaningfully to the overall mission.
• Organization and Time Management - Skills to prioritize tasks, set goals, and manage projects efficiently to ensure that deadlines are met and team resources are used effectively.
• Critical in areas of logic, reasoning, decision making, and process linkage
• Highly competent in Microsoft Office Applications – i.e., MS Excel, MS Word, MS PowerPoint.
• Knowledgeable in areas of hotel and sales operations