Title : Advisor, Travel Services

Employee Working Location : Remote (Canada)

Employment Status : Permanent Full-time

Salary Band : $65,000 - $72,000 / year

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

Responsibility 1 - Travel Program Management

• Ensure operational coordination with CTPs and other vendors.
• Develop and maintain of issues and complaints tracker.
• Facilitates the resolution of issues and complaints with CTPs in collaboration with Travel Services Lead and Reconciliation Coordinator.
• Produces daily and ad hoc statistical reports as requested.
• Leads the training and orientation process with CTPs.
• Maintains the Travel Services SharePoint sites and pages.
• Ensures coordination of request for proposal (RFP) processes.

Responsibility 2 - Travel Policies and Procedures

• Collaborate with the Travel Services Senior Manager to identify areas of opportunity and suggest improvements to procedures, practices, and technology.
• Participates in the development, implementation, monitoring and updating of key travel-related services and processes.
• Coordinates the development and maintenance of all working documents and reference tools including training material, processes, instruction, and checklist.

Responsibility 3 - Travel Experience Technology and Systems

• Develops and maintain a support request management system and various support logs to track issues and progress related to problem resolution and complaints.
• Analyzes customer support service journeys and key customer-related processes (KCRPs), target gaps and propose solutions to bring tangible improvements to the traveler's experience.
• Coordinates user support systems and channels, both digital and human-assisted, so that they are consistent, efficient and customer-oriented.

Responsibility 4 - Traveller Safety and Risk Management

• Collaborates in the development of business travel toolkits and technologies to help anticipate problems or to contact and locate travelers in case of emergency.
• Collaborate with the Risk & Security Services and the CTPs to ensure that all staff traveling, whether domestically or internationally, are safe and that all processes in place comply with policies.
• Coordinates the operations of the user support service desk.
• Coordinates the Travel Services risk and incident management process.

Responsibility 5 - People ManagementDuring Medium to Large Scale OPS

• Plans and facilitates team meetings in collaboration with the Travel Services Senior Coordinator.
• Manage the schedules, timesheets approvals, and leaves for assigned staff in collaboration with the Travel Services Senior Coordinator.
• Lead the recruitment, training, and supervision of volunteer resources within the travel services department. Develop and implement strategies to effectively utilize volunteers in supporting travel operations.
• Maintain a database of staff resources, including availability, skill sets, and training records. Ensure a ready pool of trained staff is available to support travel services operations, particularly during peak times or emergency responses.

Responsibility 6 - Additional Responsibilities

• Participate in daily coordination sessions and other management meetings.
• Oversee the communication of travel services' mailboxes and ensure appropriate dispatching of requests, in collaboration with peers.
• Acts as on-call Travel Services duty officer. This involves responding to emergency calls outside of normal business days and hours (1 week out of 4-6).
• Supports the national response to large-scale humanitarian events, which may involve deployment in the field.
• Performs other duties, as required.

What we are looking for :

• Post-secondary degree or diploma in a relevant discipline from a recognized institution. Training in travel and/or tourism is an asset.
• 3 years' experience working in corporate travel program, including 1 year in an advisory or consultant position in a corporate travel service or an equivalent combination of education and experience is required.
• 1-3 years of related experience in project management.
• Demonstrated experience developing and applying processes and procedures.
• Certification in Business Continuity is an asset.
• Lean Six Sigma Green Belt Certification or any other project management certification is an asset.
• Fluency in French and English is required.
• Autonomous in carrying out their responsibilities and able to work with a minimal level of supervision.
• Excellent communicator, they will demonstrate specific negotiation skills even in conflict situations and/or in times of high stress with internal and external partner groups and colleagues.
• Oriented towards a problem-solving approach, they will know how to guide and accompany clients towards solutions that meet their needs.
• Working knowledge of Lodging Management system (LMS), Global Distribution System (GDS) solutions and JIRA application/software.
• Proficient in Microsoft Office applications, high computer literacy, comfortable with data management practices required.
• Demonstrated facility in learning and integrating new systems, software, and web applications.

Working Conditions :

• The incumbent may be required to work outside of normal business hours, on atypical schedules including evenings, weekends, and holidays during emergency responses.
• The work is performed from home. The incumbent must have access to a professional environment that allows to perform their duties adequately. They must also have access to a high-speed Internet connection.
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

#RegularRecruitment

Salary Band:
$65,000 - $72,000