Current Postings.

Job Title: National Senior Corporate Travel Department Manager

Manager Reports to: Vice President Travel Services

Date: February 13th, 2025

Location: Head Office 35 The Esplanade, Suite 200, Toronto ON

Objective: The National Senior Corporate Travel Department Manager is responsible for overseeing the management of all corporate teams within the department, including the Business Travel Team, MBRes Team, Groups and Concierge Team. This position handles day-to-day team operations, managing team issues, scheduling, and providing support for account services. The role ensures effective handling of client relationships, resolves concerns, and supervises adherence to internal processes, including travel request fulfillment. The manager will also monitor all TTI processes to guarantee timely responses to travel requests and maintain service excellence.

Key Responsibilities:

Team Leadership & Management:

• Lead, coach, mentor, and support a talented team of corporate travel advisors, ensuring they deliver high quality service to clients.

• Maximize profitability and ensure the achievement of departmental and individual KPIs.

• Manage the scheduling and daily operations of corporate teams, addressing issues and concerns to maintain smooth team functioning.

• Collaborate with TTI’s Client Service team to support corporate account management by providing accurate client information.

• Supervise and support the front-line advisors by issuing flight pass purchases, managing unused tickets, and ensuring proper follow-up on any pending or unused tickets.

Client Support & Service Delivery:

• Monitor corporate team emails and voice messages, ensuring that client requests are handled efficiently and SLA requirements are met.

• Support front-line advisors by addressing team emails and providing necessary reservations or schedule options when needed.

• Ensure timely reporting of unused tickets to clients on a monthly basis.

• Work closely with the Client Services team to ensure that corporate travel services align with client expectations and needs.

Business Development & Corporate Account Management:

• Partner with the Director of Client Services to retain and grow the corporate client base.

• Facilitate the implementation of new corporate accounts by leading the required steps and ensuring a seamless transition.

• Provide weekly updates and activity reports (Scorecard) to the Vice President of Travel Services, highlighting key activities, achievements, and any escalations.

• Identify opportunities to expand the Corporate Division by addressing training needs, enhancing productivity efficiencies, and suggesting improvements to internal processes.

• Collaborate with corporate teams to develop new services or product offerings to meet client needs and expectations

Client Relations & Account Retention:

• Drive sales and revenue growth by identifying client-specific needs, fee capture opportunities, and potential areas for expansion within the corporate client base.

• Ensure corporate clients adhere to travel policies and maximize the use of all relevant airline, hotel, and car programs.

• Assist in the implementation of corporate travel tools, ensuring high adoption rates and effective utilization.

• Oversee and ensure the Duty of Care program is followed during crises, ensuring clients are notified about issues such as airline strikes or weather disruptions, and necessary adjustments are made.

• Promote cross-departmental collaboration to meet client needs and drive results across TTI lines of business.

• Track and communicate “value-added” deliverables for clients, supporting Client Services in business reviews and retention strategies.

Operations & Service Level Monitoring:

• Monitor sales, revenue, client support productivity, and service levels to ensure corporate client needs are met and exceeded.

• Act as a liaison during service issues, ensuring resolution and that accurate communications are sent to clients, vendors, or suppliers when required.

• Oversee all aspects of service level delivery, making sure all corporate teams maintain a high standard of service.

Client Satisfaction & Continuous Improvement:

• Support the customer survey process by tracking, following up, and reporting on client satisfaction, bringing forward improvement opportunities.

• Engage in departmental meetings, addressing any service issues or errors raised by front-line advisors, vendors, or clients, ensuring quick and effective resolutions.

• Identify areas for improvement and contribute to process enhancements, ensuring alignment with client expectations.

Experience and Skills:

• Minimum of 5 years of managerial experience in a Corporate Travel Division.

• Expert working knowledge of travel industry procedures, systems, and technologies.

• Strong communication skills (both oral and written) with the ability to effectively engage with team members, leadership, and clients.

• Proven track record in customer service, both internally and externally.

• Experience in team-building and successful project management, ensuring timely completion of business objectives.

• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.

• Ability to adapt to change and contribute positively to process improvements and organizational changes.

• Proficiency in business applications, including Microsoft Word, Excel, PowerPoint, and Outlook.

Core Competencies:

• Leadership and Mentorship

• Strategic Planning & Execution

• Client Relations & Retention

• Business Development • Service Level Management

• Travel Management & Coordination

• Process Improvement & Efficiency

This position demands a dynamic leader who is capable of balancing operational management, client relationships, and team support while ensuring continuous growth and service excellence within the Corporate Travel Department.