Summary/Objective: API is looking for an experienced professional to join our team as an Account Director. We are seeking a seasoned Procurement Category Manager with a strong background in operational procurement. This role involves establishing and nurturing relationships with our expanding network of Airline and Hotel partners, aiming to drive strategic growth and fulfil our contractual commitments through exceptional procurement delivery. We are seeking a leader who is a strategic thinker with strong commercial acumen and a customer-centric approach. You should possess the ability to engage effectively with various stakeholders and partners to drive business outcomes, as well as the capacity to communicate at both senior and operational team levels. Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Client Relationship Establish and maintain relationships with key stakeholders at all levels within the airline and hotel partners. Communicate and meet with major clients regularly to ensure that API deliverables are met. Create a client sourcing strategy based on solid market insights Report on strategy and savings matrix for nominated accounts Strive to create increased value for the client by providing new points of view and recommendations that are aligned with desired business goals. Develop and deliver strategic account objectives. Suggest solutions and innovative ideas to meet client needs Handle complaints and problems in a timely and effective manner. Prepare monthly, quarterly and annual reports and budget forecasts for the client. Site Inspections Prepare and conduct site inspections domestically and internationally when required to ascertain suitability for the airline in line with minimum requirements. Where necessary, conduct virtual site inspections to assess a hotel's suitability Effectively manage union relationships as part of the site inspection process Day-to-Day Account Management Provide strategic leadership to expand opportunities within assigned accounts. Communicate with the Vertical Leader on client performance, strategies and needs. Coordinate and manage weekly meetings with the designated airline to ensure sourcing deliverables remain on target and airline sign-off approval processes are followed. Maintain an action log to ensure all parties are aware of action points and follow-up resolve points are understood, leading weekly meetings to review with the airline and internally Support and help prepare client communications ranging from weekly performance meetings to business reviews. Assist the Research & Sourcing team in ensuring all details of a destination presentation are accurate and offered to the airline for review. Document, troubleshoot and resolve operational and sourcing events Become knowledgeable with API’s technology platforms for the Account Management department. Maintain spreadsheets and update databases as required. Support the Senior Account Director or Account Management on assigned projects as requested in line with the growth of the business. Required Education And Experience Established (at least 3-5 years) experience in a category manager procurement role Experience in the travel industry is preferable. Bachelor’s degree in business administration or similar MCIPS qualified preferred Strong governance, process and change management experience Negotiated major strategic and complex deals that delivered significant commercial outcomes. Sound appreciation of category management principles and processes, with a working knowledge of contract law. Strong results focus, with a continuous improvement skill set. Strong negotiation and commercial skills with the ability to manage cross-functional teams and large stakeholder groups Ability to effectively manage workload in a fast-paced environment, relying on extensive experience and judgment to plan and accomplish goals Shows attention to detail and the ability to produce high-quality work Ability to positively present API in customer-facing situations Strong Microsoft Office computer skills, with emphasis on Excel Exceptional verbal and written communication skills Customer service and client relationship skills Ability to work with and understand diverse cultures here and abroad An organised self-starter who can work proactively and independently Flexible schedule and travel availability needed based on business needs Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you! Other Duties Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO). Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms. AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Powered by JazzHR MwMwNyVNcy
The APAC Operations team provides 24-hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Supervisor ensures that the Operations team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers. This is a critical position in assuring that all client accommodation and transportation requirements are satisfied to in line with contracted Service Level Agreements (SLA). The Operations Supervisor facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has leadership responsibility for Operations Agents, Remote Agents, Client Onsite Agents, and other non-exempt team members within the Operations team. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Supervises and lead daily APAC operations across all products (including but not limited to ACES, DPAX, Duty Travel, Crisis Management/Emergency Response), as well as supporting other API operations teams (HQ and Brazil) as required Supports all operations agents (Airline Operations Agents and Airline Support Specialists/On-Site Agents) across APAC, and monitor their availability and activities to ensure efficient and effective customer service Monitors team productivity and oversees the timely execution of various department activities including workload queues, group email accounts, and inbound calls and chat groups to ensure effective client service support Establishes and maintains effective communication with client functional/operational departments to ensure client expectations are being met Monitors and enforces quality expectations by reviewing, coaching and counselling all operations agents, through service quality audits (e.g., listening to call recordings) Assists in the development and facilitation of training programs to meet ongoing client service requirements by identifying and coordinating training needs Maintains and delivers operational process changes, including updating of SOPs Monitors airline relocation requests Engages and motivates operations agents by providing statistical feedback Provide corrective feedback to operations agents as necessary Resolves operational issues caused by unconventional and/or complex client requirements, and evaluates overall impact of delays to actionable requests on the current day’s operation Resolves client issues and complaints, by completing internal investigations Maintains a chronological shift log for recording key data for actionable requests which may require management resolution Follow the appropriate reporting procedures for any relevant technical issues that impact the operations including ACES, DPAX, general IT issues, and monitors their outcomes Monitors Daily Issues Log (DIL) and MCC (MyCrewCare) feedback and review processes to improve quality results by recommending changes Monitors and insures completion of reports as required by API policy Monitors relevant weather reports and events calendar to ensure operational capability Collaborates with other department groups in order to resolve problems. Monitors and controls departmental expenditures for ad hoc utilization due to errors, discrepancies, or other actionable challenges Reviews, monitors and alleviates discrepancies within API system Build and maintain business relationship with clients by mitigating challenges Collaborates with Senior Manager Operations APAC to build effective team roster and ad hoc leave requests to ensure optimal coverage Other duties as assigned to assist Accommodations Plus International in achieving its operational goals and objectives Competencies Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment Strong leadership and interpersonal skills Solutions-oriented professional with a strong client focus Detail oriented with great organisational skills High problem solving agility Process management Excellent written and verbal communication proficiency Required Education And Experience A Bachelor’s Degree (or its equivalent) preferred Three years of call centre / airline operations control centre, API Operations Center, or crew scheduling experience is preferred The ability to use careful, measured judgment and decision-making (weighing the costs and benefits of a potential action; using discretion) Critical thinking abilities (using logic, data and analysis to determine strengths and weaknesses of a variety of solutions) The ability to combine creative writing and data to create strong and clear written arguments Motivating, developing, inspiring and leading people in their work so as to best achieve common organizational strategy and objectives. Superior communication skills; must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills Able to identify problems, root-causes, and their potential solutions while continuing to successfully conduct day-to day operations without interruption. Strong working knowledge of one’s field or discipline in which they find themselves engaged on a daily basis. Becoming fully aware and informed of current trends, developments, and changes in the sub-industry is critical for this Must be an individual who is able to build relationships between team members within the department. Strong computer and technical skills in Microsoft Word, Outlook, Excel, Teams, PowerPoint and Slack Position Type and Expected Hours of Work This position operates in a professional office environment. This is a full-time permanent position. Days and hours of work may vary subject to operational requirements, and are typically on rotating 5 days on, 2 days off (including public holidays that may fall on your rostered workdays). A degree of flexibility and availability are required as flight operations and job duties demand Travel This position may require some travel, approximately 2-15 days per year. Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you! Other Duties Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO). Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms. AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Powered by JazzHR 7DOu8PQeeu