Senior Program Manager, Travel and Visa Services

Job #: req24462

Organization: World Bank

Sector: General Services

Grade: GG

Term Duration: 3 years 0 months

Recruitment Type: International Recruitment

Location: Washington, DC,United States

Required Language(s): English

Preferred Language(s): Closing Date: 10/23/2023 (MM/DD/YYYY) at 11:59pm UTC

Description

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. Visit www.worldbank.org.

Global Corporate Solutions

Reporting to the Managing Director and World Bank Chief Administrative Officer, Global Corporate Solutions (GCS) brings together the functions of Corporate Security, Corporate Real Estate, and Corporate Services. About the Unit

The Corporate Services (GCSCS) division within GCS provides services to the World Bank in the areas of Travel and Visa Services; Food and Conference Services; Mail and Shipping Services; Staff Services, including Commuter Services, Child Care, and Fitness Center; the Art Program; Translation and Interpretation; Customer Service; Design and Publications; Printing; and Interactive Media. GCSCS also provides administrative oversight to the World Bank Family Network and 1818 Society and is responsible for setting the policy framework and service standards, and for delivering services through a combination of staff and vendors at World Bank headquarters (HQ) in Washington, DC and in Country Offices. GCSCS has about 130 staff and about 500 contractors.

To achieve its purpose, GCSCS is structured into two main units: (i) Travel and Client Services (GCSTC), and (ii) Business Services (GCSBA). GCSCS also has the GCS Service Desk and Processing and Analytics team in Chennai, India.

The GCS Travel and Visa Services Unit (GCSTV) is part of GCSTC and is responsible for administering the World Bank’s global travel program, including vendor suppliers and associated contract management, supplier strategy and negotiations, travel policies and procedures, user satisfaction surveys and feedback, travel technology, travel management information systems and reporting. The position is based at the Bank’s headquarters in Washington, DC.

GCSTV is comprised of several travel management specialists whose functional responsibilities are to ensure that: timely travel-related support is provided to Bank units and individual staff members; the highest level of travel related services are delivered by the relevant vendor suppliers; cost-effective supplier agreements are in place; appropriate travel polices are developed, enforced, and interpreted correctly; state of the art travel technology is introduced; relevant travel data is managed, collected, and reported as needed; and issues that occur between travelers and travel suppliers are resolved.

GCSTV currently manages multiple travel management company suppliers globally, with over 50 service locations in a myriad of configurations (e.g., onsite travel agencies, dedicated travel agents in reservation centers, shared agents in reservation centers, virtual teams of agents). Preferred airline contracts exist with over 20 airlines, with complex discounts in place globally, supplemented by local arrangements to fill coverage gaps. Preferred hotel rate agreements exist with over 900 hotels in over 80 countries. Online travel booking tools exist in multiple markets, with increases in adoption in select markets. Pre-trip approval is required for all travel, with security country clearance part of the process. GCSTV coordinates closely with the Bank’s travel accounting/expense management team and the IT team responsible for maintaining and upgrading the Bank’s customized travel system.

Duties and Accountabilities

The Senior Program Manager works independently under the Manager, GCSTC. Duties and accountabilities include:

•  Responsible for day-to-day management of the World Bank’s global travel program, including management of the GCSTV Unit and travel suppliers supporting the program.
•  Determine GCSTV work program priorities, overseeing multiple, concurrent projects from inception to completion.
•  Contribute to strategy, analysis, and policy formulation.
•  Implement and interpret World Bank travel policy for travelers and travel approvers; provide direction on World Bank travel policy to contracted vendors.
•  Promote the advancement of the travel program with emerging technologies, while tailoring to the World Bank’s culture, systems, and processes.
•  Support emergency evacuation of World Bank staff worldwide during civil unrest, natural disasters, etc.
•  Develop and negotiate pricing and relevant business terms in contracts for the delivery of travel services, ensuring cost efficiencies.
•  Negotiate and manage global preferred airline agreements.
•  Oversee global preferred hotel program, including annual hotel rate solicitation and city ceiling process.
•  Manage GCSTV budget and payment to suppliers.
•  Keep abreast of industry developments and benchmark the program against comparator organizations.

Selection Criteria

•  Master’s degree with 8 years of experience or equivalent combination of education and experience. Extensive knowledge of travel service delivery in international markets (i.e., travel agencies, airlines, hotels, corporate credit cards, etc.).
•  Experience working in a culturally diverse environment.
•  Strong understanding of travel management company pricing methodologies.
•  Demonstrated professional leadership and ability to lead a team of travel professionals in the execution of projects.
•  Strong contract management experience, with focus on service performance and cost.
•  Proven experience managing and negotiating the procurement of travel services (i.e., technology, airline, hotel).
•  Ability to manage a team and coach/mentor team members.
•  Strong interpersonal skills, ability to interact effectively with clients and colleagues from various cultural backgrounds.
•  Strong customer orientation and ability to deal with sensitive issues and challenging clients, while demonstrating a high level of diplomacy.
•  Strong presentation skills, with ability to tailor style and approach to fit corresponding audience.
•  Excellent teamwork skills including an open and collegial work style.
•  Ability to support a variety of tasks concurrently while under time constraints.
•  Ability to communicate effectively, in writing and orally, with contractors and clients at all levels.
•  Must be willing to be based in Washington, DC and be in the office.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories