Manager - Implementation
BCD Travel Corporate
Mumbai, Maharashtra
Are you ready for a challenging and exciting endeavour 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 exposure to implementations? You might be exactly the new team member we are looking for.

Job Description

Manager - Implementation

Effective from joining date

Business Title:
Manager - Implementation

Job Role Title:
Manager - Implementation

Reporting To:
Director, Re-engineering and Project Management

Job Code:

Job Summary:
Responsible for developing and nurturing corporate travel relationships. These covers leading all aspects of on-boarding, implementation, training, and deployment of the product in line with agreed SLA's. This includes meetings/calls, scheduling, workflow analysis, managing project expectations, project communications, customer support including troubleshooting, excellent customer facing skills, a passion for customer satisfaction, and adherence to support service level agreements are critical elements of the role.

Essential Duties and Responsibilities:
Job Specific Essential Duties & Responsibilities:
Key Financial Targets

  • Ensures seamless transition of account to the client management team
  • Proactively addressing potential loop holes/teething issues faced during the implementation phase
  • Ensure implementation is tailored to each customer's needs with respect to their specific workflows or processes
Key Non-Financial Targets

  • Establish and maintain relationships with key decision makers
  • Meet deadlines and client commitments
  • Anticipating the forth-coming business
  • Ensuring customer satisfaction index during the implementation phase
  • Maintaining service level agreement (SLA) as agreed upon during the implementation phase
  • Key performance indicators
  • Drive and Execute Contractual Commitments
  • Establish and maintain relationships with key decision makers externally and internally
  • Support the account/client management team during the implementation phase
  • Act as conduit and trusted advisor , share best practice and industry update
  • Meet implementation deadlines during the implementation phase
  • Ensuring special attention and focus towards VIP and CIP customers during the implementation phase
Establish and maintain relationships

  • Ensures team members develop a strong internal network
  • Ensures team members establish multi-level and strategic relationships with assigned prospects
  • Establishes strategic relationships with key prospects and preferred suppliers
  • 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 if required
  • Providing excellent support service and thereby ensuring high level of account satisfaction
Manage New Business Implementations

  • Responsible for prioritizing targets and potential account monitoring of the sales process through to the final contract.
  • Oversee the implementation of new business, working closely with corporate implementation team to ensure customer expectations are met
  • Work closely under the guidance of Director - Sales & Implementation and play an active role in the pre-sales cycle, working clearly to define and articulate the implementation methodology
  • Responsible for the co-ordination of all central communication across the team between both BCD Travel and client from an implementation angle
  • Playing a lead role in scoping projects and writing statements of work, detailing implementation project phases and timelines, and building the implementation plan
  • Regular client meetings/calls initiated for implementing the project in a phased manner
  • Drive policy implementation & communication to the team, including budgets, Service Level Agreements, Statement of Works, customer preferred supplier agreements and online booking tool implementation strategy etc.
  • Lead the preparation of multiple, concurrent implementation projects & ensure customers meet projected timelines & objectives
  • Assess needs and issues that arise during implementation & develop resolutions or recommend specific solutions such as alternate methods and procedures, changes in processing methods and practices, or redesign of processes
  • Exercise independent judgment to organize and plan implementation program and tasks
  • Ensure implementation is tailor made to each customer's needs with respect to their specific practice workflow & procedures
  • Proactively identify, troubleshoot, and resolve implementation problems
  • Prepare progress reports for measurement and post assessment of each project timeline
  • Provide expert guidance to address critical and/or outstanding issues impacting the implementation
  • Perform problem analysis (identify root causes, outline resolution options, and take appropriate actions to resolve problems)
  • Work closely with BCD Travel India offices / network partners in cities servicing the client to ensure smooth transition especially if the client has decentralizing the process to more than one location
  • Oversee the implementation of new business, working closely with the account management team to ensure client expectation is met as per SLA's agreed & also to ensure a smooth transition happens between the client & BCD Travel
Market Analysis

  • Monitor competitor activity by gathering information on competitor products and their functionality
  • Work closely with BCD Travel India offices / network partners in cities servicing the client or with sales opportunities and develop sales strategy for non-participating cities
Operational & Regional Reporting Requirements

  • Generate daily / weekly / monthly reports pertaining to the above function
  • Identify opportunities to use available global technology tools and new processes
  • Communicate 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
  • This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
Essential Job Functions: (Required for US only-all other countries may delete)

  • Must be able to take direction and work well with others
  • Must be able to work under the stress of 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:
  • Global Account Managers, National Account Managers, Operations Managers, CDS, Supplier Relations, Advito, Finance, Legal Department, Sales, Senior Management, BCD Travel Partner & Affiliate Offices
  • Clients and prospects
  • Preferred vendors
Education / Knowledge / Experience: (Subject to local laws and practices)

  • Bachelor degree
  • Fluent in Business English
  • Excellent written and verbal communication
  • Good corporate connect and credibility in the Industry
  • Possessing strong selling and negotiating skills
  • Knowledge of business travel management preferred
  • Self-starter
  • Punctuality in attendance
  • Time Management
  • Team Player
  • Ability to work and perform under stress
  • Analytical mind-set
  • Strategic, creative and result oriented thought process
  • Customer Service Orientation
  • Strong general computer literacy, including MS Office, Internet applications
  • Contract management
  • Undertake need based duty travel
  • Business travel industry experience is preferred
Characteristics & Competencies:
Core Competencies

Active Learning / Continuous Learning


Proactively pursue opportunities to improve your skills and knowledge

Effective Communication


Communicate ideas and information accurately and in a way that engages the audience, helps them understand and encourages them to take action

Flexibility & Adaptability


Understand, adapt to and learn from changes or challenges in the environment

Honesty, Integrity, Building Trust


Demonstrates solid business ethics that give others confidence in your-and the company's-intentions



Look for new ideas and initiatives to improve individual, departmental or organizational performance

Relationship Skills


Consistently interact with individuals and groups in a positive and collaborative manner

Service Excellence


Understand and apply service concepts and techniques that will surpass customer expectations



Work effectively as part of a team

Management Competencies

Emotional Intelligence


Recognize, understand, and manage your own and others' emotions to build productive and trusting relationships

Influence & Initiative


Actively and effectively pursue opportunities to influence others and the organization

Producing & Driving Results


Set goals for individual, team, customer or organizational success and use available resources to achieve-or exceed-those goals

Functional Competencies

Account / Relationship Management


Ability to establish strong partnerships with clients, prospects, vendors and peers and demonstrates knowledge of practices that provide service and support.

Business Acumen


Knowledge, insight, and understanding of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.

Effectiveness Measurement


Ability to measure the quality and quantity of work effort for the purpose of improvement.

Managing Multiple Priorities


Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.



Knowledge of effective presentation tools and techniques; ability to present information to groups with the appropriate degree of formality.

Project Management & Administration


Ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources, to achieve project objectives.

Job Specific Functional Competencies

Client Pricing/Client Budgeting


Knowledge of preparing budgets and pricing scenarios for clients; monitoring actual expenses against the budget; understanding what is required to adjust expense or revenue to meet the budget

Solutions Development


Knowledge of and ability to work with customers to assess needs and generate appropriate solutions to problems or identified needs.