Assoc Manager, Client Services

Full-time Management & Operations

Essential Functions

• Manage a team of meeting planners including office-based / home-based / hybrid employees.
• Drive optimal employee performance of direct reports through effective coaching and performance management with a focus on promoting employee engagement, a positive work environment, and efficient delivery of results.
• Set comprehensive and measurable goals for maximum team and individual performance, which includes a balanced focus on productivity, quality, effective communication, and overall customer service.
• Ensure client defined business rules are applied by team throughout the planning lifecycle of the programs to ensure compliance and customer experience expectations are met.
• Manage daily task and SLA deadlines across client portfolio, with proactive identification of potential outliers and prompt enactment of mitigation plans as necessary to protect SLAs and customer experience.
• Proactively raise any...