Program Manager
Bangalore IN
2d ago

Job Description

Are you ready for a challenging and exciting endeavor that will require the investment of a lot of hard work, dedication and all your experience?

Are you ready to bring your skills, competencies and experience to support BCD Travel. Do you have a solid understanding of Account Management and proven Account Management methodology experience?

You might be exactly the new team member we are looking for.

Location : Bangalore

Role Title : Key Account Manager

Reporting Title :

National Account Manager

Salary Classification :

as required by country)

CTC + normal benefits as per category (As applicable)

Job Summary :

Responsible for managing all aspects of assigned client portfolio of client account(s) to include but not limited to client retention, contract negotiation, implementation and business consolidation, sales of products and services, financials (budgets, billing, payment and profitability), business planning and reviews, establishing relationships with key decision makers, staff development and business continuance.

Direct accountability to BCD Travel or externally to the customer for the success of the contract or travel program across India.

Key Targets : Financial


  • Ensure 100% Client Retention
  • Account profitability
  • Increase revenues by means of Up-Selling and Cross-Selling through consultative approach, ensuring solution meet customer's needs
  • Ensure timely settlement of customer P&Ls where required and necessary as per contractual obligation
  • Decrease days of outstanding accounts receivable
  • Increase payments on the credit card or the BTA platform
  • Sell / Implement consultancy services
  • Negotiate financials as and when required
  • Ensuring customer satisfaction index
  • Maintaining service level agreement (SLA) as agreed upon
  • Key performance indicators
  • Drive and Execute Contractual Commitments
  • Develop business plan, implement key
  • deliverables & measure results

  • Establish and maintain relationships with key decision makers
  • Support operational and regional reporting requirements
  • Develop, conduct regular business reviews
  • Act as conduit and trusted advisor , share best practice and industry update
  • Execute crisis management communication related to account as and when required
  • Meet deadlines and client commitments
  • Ensuring special attention and focus towards VIP and CIP customers
  • Essential Duties and Responsibilities :

    Job Specific Essential Duties & Responsibilities

    Core Responsibilities


  • Responsible for the co-ordination of all central communication across the team between both BCD Travel and client
  • Work with Director -Client Management and General Manager to create supporting business plans to support the global plan
  • Client policy adherence and communication to all concerned officials, including budgets, SLAs, etc.
  • Regular Client meeting for Relationship Management, satisfied service delivery & monitoring VIP management etc.
  • Periodical reviews with recommendations on client's business plan
  • Execute Crisis Management responsibility related to the account, co-ordinate any communication as required and necessary
  • Drive policy implementation and communication to the team, including budgets, Service Level Agreements, Statement of Works, customer preferred supplier agreements and online booking tool implementation strategy etc.
  • Financial

  • Develop Business Plan, implement key deliverables, measure results . Formulate and manage multi-national business plan with client : Develop : Working with client, identify short-term and long-term objectives for the regional program, including measurements and timelines Implement : Create action plan to implement each program objectives with actions and timelines Measure and Report Results : Put into place tracking and reporting for each objective and indicator
  • Account Reviews : Plan and execute monthly / quarterly business review (as per SLA or agreed with client). Plan annual strategic business review.
  • Create actions for deficiencies.

  • Create and manage budgets and financials (includes billing, payment & profitability)
  • Assist Global Account Manager and National Account Managers with budget process and interface with global travel manager and BCD Travel executives as pricing concerns arise
  • Overall responsibility for profitability of contract
  • Responsible for consolidated financial reporting to customer, if needed
  • Increase revenues by up-sell and cross-sell of products and servicesthat meet client's needs through consultative approach
  • Control on 'Receivable Management'
  • Manage / New Business Implementations

  • Work with the client Travel Manager, Director -Client Management and Global Account Manager to develop strategy within India to maximize opportunity
  • Work closely with BCD Travel India offices / network partners in cities servicing the client to ensure smooth transition and good service across the offices in India
  • Oversee the implementation of new business, working closely with the corporate implementation team to ensure client expectation is met as per SLA's agreed
  • Establish & Maintain Relationships

  • Establish and maintain relationships with key decision makers at all levels within the client's hierarchy, including introduction of BCD Travel senior management to the client
  • Establish and maintain relationships within BCD Travel India office / network partner) to achieve desired customer results
  • Develop and maintain strategic supplier relationships
  • Engage Industry Relations and Advito to achieve client's goals
  • Negotiations

  • Negotiate client contract terms and manage all contractual terms
  • Up-sell and cross-sell products and services that meet client's needs through consultative approach
  • Introduce consulting services to enhance program
  • Operational & Regional Reporting Requirements

  • Owner of overall service delivery strategy
  • Identifies opportunities to use available global technology tools and new processes
  • Communicates customer's operational requirements to all owned, partner and affiliate servicing locations
  • Timely delivery of consolidated MIS data hand-off and global / regional / country understanding of data needs.
  • Secondary Duties & Responsibilities

  • Working with Supplier Relations, evaluate success of client preferred supplier programs, assess and recommend areas for improvement
  • Create and execute surveys and present survey results to support program requirements, plan for global traveler satisfaction survey
  • Organize, prepare and / or participate in customer events / training seminars where appropriate
  • Professional development of BCD Travel team working for the dedicated client
  • Ensuring seamless communication, by Communicating customer operations requirements to all concerned and servicing locations
  • Take up additional responsibilities commensurate with the level of Job
  • Essential Job Functions (Required )

  • Must be able to come to work promptly and regularly
  • Must be able to take direction and work well with others
  • Must be able to work under stress and meet deadlines
  • Must be able to concentrate and perform accurately while meeting applicable productivity measures
  • Must be able to change productively and to handle other tasks as assigned
  • Key Contacts / Relationships :

    Internal :

    Global Account Managers, National Account Managers, Operations Managers, CDS, Supplier Relations, Advito, Finance, Legal Department, Sales, Senior Management, BCD Travel Partner & Affiliate Offices

    External : Clients, Vendors

    Clients, Vendors

    Qualifications / Knowledge / Experience

    Essential :

  • Graduation degree desired
  • Working GDS knowledge specifically Galileo
  • 5+ years of experience of business travel industry experience in an account management role.
  • Experience in implementing and managing large market / global clients
  • Thorough knowledge of business travel management (i.e. account
  • Management, corporate travel operations and travel technology)

  • Fluent in Business English
  • Effective communication skills, oral, written and presentation skills
  • Strong business knowledge & cultural awareness of the Indian Market
  • Computer literate in business software applications
  • Ability to cross-sell company services and products and sell preferred vendors
  • Knowledge of contract management
  • Strong analytical skills
  • Ability to travel on a regular basis
  • Got an impressive record of handling an global / MNC client in an account management role with one of the top five corporate travel management companies in India
  • Customer centric and has the ability to go the extra mile
  • Strong negotiation skills
  • Interact with all levels of clientele, influence decision makers
  • Preferred :

  • Diploma in IATA / UFTAA foundation
  • Familiar with fare routings
  • Current working knowledge on Galileo preferred
  • Possessing acumen is business analysis
  • Excellent in oral and written presentation skills
  • Critical Characteristics & Competencies

    Plans, Execute and Monitors

  • Ability to formulate business plans, obtain client agreement on measures of success, implement and monitor performance to ensure scorecard metrics are met or exceeded
  • Conduct regular business review, leverage business review as a tools to demonstrate performance against plans and create value
  • Analyses, Quantifies and Advance Opportunities

  • Execute tactics to achieve opportunities to cross sell, expand or grow business and improve profitability
  • Utilizes in-depth knowledge of customers and industry to advance partnership opportunities
  • Ability to network and Interacts influentially

  • Interacts and network effectively with customers and internal colleagues to meet customer requirements
  • Employ effective influencing techniques to generate buy in , negotiate throughout contract to ensure account remain profitable and client needs are satisfied
  • Execute retention strategies to address any potential risk
  • Ability to manage and grows customer relationships

  • Build and sustain relationships with key decision makers within the customer organization
  • Maintain regular contact with clients and be accessible to client, set and manage client expectations around service deliverables
  • Communicate any updates or industry trends and provide value to the customer
  • Conduct research and analysis to understand key business issues impacting customers in markets and understand opportunities to advance partnership
  • Technical :

  • Practical knowledge of working on Galileo
  • Reservation skills
  • Basic documentation Knowledge. i.e. Visa requirements
  • Proficient in internet research for gathering information for the customer
  • Intellectual :

  • Demonstrates attention to detail
  • Identifies and resolves problems in a timely manner
  • Gathers and analyzes information skillfully
  • Develops alternative solutions
  • Displays critical / creative thinking
  • Possess necessary expertise to accomplish all tasks
  • Learns new skills to improve job performance
  • Organized :

  • Conserves organizational resources
  • Shows respect and sensitivity for cultural differences
  • Treats people with respect
  • Strives for personal and organizational excellence
  • Inspires the trust of others
  • Works ethically and with integrity
  • Completes tasks correctly and on time
  • Supports organization's goals, values and policies
  • Interpersonal :

  • Timely response to requests for information, service, and assistance
  • Maintains confidentiality
  • Demonstrates a positive and productive attitude
  • Displays self-control and keeps emotions under control, even under pressure
  • Speaks clearly, listens and gets clarification
  • Able to read and interpret written information
  • Writes clearly, accurately, and concisely
  • Effective oral and written communication skills
  • Self-Management :

  • Completes tasks on time or notifies appropriate person with an alternate plan
  • Displays willingness to make decisions
  • Follows instructions and responds to management directions
  • Uses equipment and materials according to policy
  • Takes responsibility for own actions
  • Prioritizes and plans work activities
  • Manages competing demands, uses time effectively
  • Is consistent at work and punctual
  • Leadership :

  • Looks for ways to improve and promote quality, makes recommendations for improvements
  • Demonstrates accuracy and thoroughness
  • Exhibits sound and accurate judgment and logical reasoning
  • Able to deal with frequent changes, delays, or unexpected events
  • Accepts responsibility
  • Uses resources effectively and anticipates and plans accordingly & efficiently
  • Note :

    The job description is liable to change subject to prevailing market conditions or management's discretion at any point of time.

    Account Management

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