Senior Manager, Travel Operations & Business System Management

As the Senior Manager, Travel Operations & Business Systems Management (BSM), SE Asia, you will be responsible for the successful leadership and management of the organization according to the strategic direction set by the Director and senior leadership of Disney Cruise Line.  This is a high profile, high-capacity role that interacts directly with senior leadership across the company.  This role is responsible for direct and indirect leadership of the entire Singapore-based Travel Operations & BSM team.

Responsibilities

• Provide leadership (performance management, development, and training) to others who lead and professional staff and their teams via oversight and guidance of multiple teams in the areas of Business Systems Management, Financial Operations, and Groups & Events Services
• Identify, assess, and inform senior leadership of internal and external factors that impact the organization from a technical standpoint
• Act as a professional advisor and liaison for DCL, technical teams, and third-party vendors
• Develop operational plan which incorporates goals and objectives that work towards the strategic direction of the organization.  Oversee the day-to-day operation that includes user support, pending requests, technical outages, business changes, and communication at various levels of the organization
• Draft policies for the approval of steering committee and prepare procedures to implement organizational policies, processes, and changes
• Determine staffing requirements for Travel Operations and BSM; oversee the implementation of human resources policies, procedures and practices including the development of job descriptions  
• Recruit, motivate and develop various leadership levels within the organization including training, performance management, and annual performance reviews
• Lead financial operations for Guests and external vendors, including system build of accounting rules, conducting procedural audits, journal entries, payments, reconciliations and ensuring compliance with PCI, GAAP, and all other applicable regulatory bodies
• Drive business and financial objectives by setting revenue goals for two profit centers: groups, and weddings
• Provide strategic direction and coordination of events while offering a one stop shop service model
• Develop custom cruise program itineraries for specialty groups including ship charters, weddings, media, and public relations driven events
• Implement policies, industry guidelines, business rules, and guest service levels
• Establish operating guidelines and collaborate with shoreside and shipboard partners to deliver and execute unique experiences
• Measure guest service levels and quickly adapt to the changing consumer and expectations  
• Influence and negotiate with all internal and external partners, identify, and assess risk, and make recommendations to partners
• Ensure compliance of legal and government mandates via detailed record management and version control 
• Audit and review annual tax and legal requirements for the Internal Prizewinner Guest reservations

Skills

• Talent for developing and sustaining internal partnerships, and work with variety of teams across the organization to plan and deliver exceptional experiences for Guests
• Capability to consistently influence major work efforts of strategic importance
• Ability to set priorities, manage multiple projects and adapt department plans to address resource challenges
• Ability to work independently, taking initiative in creating solutions for guest service challenges while supporting DCL standards and policies
• Business-oriented mindset with an understanding of financial concepts
• Ability to balance business and market needs and offer creative solutions in a constrained environment
• Demonstrated strong analytical, organizational, and decision-making skills
• Manage multiple projects with tight deadlines; communicate effectively with a range of executives, department teams and clients
• Ability to perform at an elevated level even when faced with unexpected change; creative problem solver in dealing with difficult or unexpected challenges
• Be willing to take risks to ensure creative thinking and the best outcomes possible
• Able to work with data, create solutions and deal with ambiguity
• Ability to travel based on business needs

Experience Required

• Minimum 10+ years of professional experience in group sales, services and/or corporate event management within the travel industry
• Minimum 10+ years’ leadership experience with proven ability to identify talent and develop team members
• Demonstrated ability to communicate decisions with key stakeholders and clients in a manner that both persuades and ensures understanding
• Expertise in Microsoft Office applications; SAP and Seaware experience a plus

Preferred Education

• Bachelor’s degree
   

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse and inclusive workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.