Operations Manager, Government

The company  is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs.  We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

The company is seeking an Operations Manager, Government to support our growing team. This position is remote.

The Operations Manager functions as the subject-matter expert for the specific government contracted accounts that are assigned to their respective team, and therefore must be fully knowledgeable of all requirements, provisions, and other service details that are stated in the contract for services. The Operations Manager is responsible to work closely with their Team Leads to create a cohesive team culture, while helping them to develop into strong professionals.

Responsibilities include, but are not limited to

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Work under the direction and guidance of the Director of Government Client Services to: (1) establish individual and team performance goals and (2) develop a viable plan for tracking and reporting team members’ performance and goal achievement.

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Serve as a problem-solving resource and trainer for team members.

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Ensures that the Team Leads perform required agent call monitoring on a monthly basis.

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Serve as a Government Department technical subject matter expert (SME) when working with Client Development team on implementation of new client service programs.

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Work with Team Leads to ensure they have developed the weekly/monthly work schedule for the agents and to ensure that proper telephone coverage is maintained for the assigned accounts/contracts.

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Approve time sheets for Team Leads and ensure that agent time sheets are corrected and approved in a timely manner.

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Work closely with management to determine strengths and challenges of each team member for the purpose of their professional development and improving the overall team capability.

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Maintain an awareness of any need for supervisory intervention related to products, services, or performance that could impact on delivery of service to a customer.

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Provide ongoing written assessment of team members professional performance, including giving quarterly feedback and culminating into annual performance review input to the Director of Government Client Services.

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Provide required reports to clients on a monthly basis.  To include but not limited to CBA reconciliation reporting, telephone reporting and refund/exchange reporting etc.

Basic Qualifications

• High School Diploma or GED

• 5 or more years of corporate or government travel consulting experience

• Excellent communication and presentation skills with technical and non-technical users across different levels of the organization

• Strong knowledge of Worldspan and SABRE

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

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Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

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Oral Communication - Speaks clearly and persuasively in positive or negative situations;  Responds well to questions; Participates in meetings.

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Cost Consciousness - Contributes to profits and revenue.

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Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.

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Professionalism - Reacts well under pressure; Follows through on commitments.

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Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance

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Quantity - Meets productivity standards; Completes work in timely manner.

Equal Opportunity Statement

Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.