Job Summary: 

• Drive UTC ACE continuous improvement programs
• Develop and establish an ACE strategy and act as an internal consultant to managers at all levels to help increase the efficiency and quality of internal and external processes
• Develop and propagate a continuous improvement culture through the encouragement of ACE tools usage by employees in their daily work
• Identify and suggest improvement opportunities to senior management
• Participate in ACE Council for cross-sharing and benchmarking of best practices
• Monitor and audit the site’s ACE program status
• Drive and lead ACE culture on site and ensure achievement of ACE certification as set out by Corporate and Management
• Ensure tracking and reporting of overall improvement goals and outcomes
• Ensure the site’s training framework is managed effectively with internal stakeholders to achieve maximum training effectiveness
• Ensure training is given to strengthen the site’s understanding of ACE and continuous improvement concepts
• Work with HODs to identify potential problems through trends analysis and propose CI efforts to mitigate such risks

Skills on Resume: 

• Continuous Improvement Methodologies (Hard Skills)
• Strategy Development and Implementation (Hard Skills)
• Project Management (Hard Skills)
• Process Efficiency Analysis (Hard Skills)
• Leadership and Influence (Soft Skills)
• Training and Development (Hard Skills)
• Data Analysis and Problem Solving (Hard Skills)
• Communication and Collaboration (Soft Skills)

Job Summary: 

• Schedule staff according to budget guidelines, while ensuring maximum service to guests
• Review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate
• Manage the Customer Engagement team incentive program and compile/publish monthly results by an agent with the Director of Revenue and Director of Sales
• Monitor commission payments with the Finance department
• Understand and enforce hotel credit policies, billing procedures, routing instructions, and payment methods.
• Conduct follow-up training sessions and provide timely feedback to the Call Center Team and ACR team.
• Build relationships with ACR, the global sales team, and the Private Office to ensure all loyal guests have the true experience.
• Maintain confidentiality related to members’ and guests' information per policies and procedures for the company
• Attend and contribute to all mandatory staff meetings and member-related events.

Skills on Resume: 

• Budget Management (Hard Skills)
• Call Volume Analysis (Hard Skills)
• Incentive Program Management (Hard Skills)
• Financial Coordination (Hard Skills)
• Policy Enforcement (Hard Skills)
• Training and Feedback Delivery (Soft Skills)
• Relationship Building (Soft Skills)
• Confidentiality Management (Soft Skills)

Job Summary: 

• Ensure the Call Center team is familiar with all accommodations, selling techniques, hotel facilities, services, experiences, hours of operation, key personnel, and functions in the hotel, and ensure proper follow-up on all special guest requests.
• Consistently audit customer touch points (email templates, phone messages, website.)
• Maintains full knowledge of hotel suites and guest rooms, rates, packages/programs, experiences, amenities, facilities, outlets, and services in addition to all hotel systems and technologies.
• Run daily reports for Call Center operational departments, Sales and Marketing, Managing Director, and Department Heads
• Assist sales and revenue functions
• Act as an integrated part of the Sales team
• Process CDR, Internal bookings, VIP, and FIT bookings
• Call to confirm and/or guarantee non-guaranteed bookings, clear waitlisted bookings
• Assist guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
• Ensure that all emails and phone requests for hotel booking information, confirmations, and additional details as they relate to all guests’ requests are answered.
• Conduct standards testing including call observation

Skills on Resume: 

• Product Knowledge and Familiarity (Hard Skills)
• Selling Techniques (Hard Skills)
• Customer Touchpoint Auditing (Hard Skills)
• Reporting and Data Management (Hard Skills)
• Sales and Revenue Support (Hard Skills)
• Booking and Reservation Processing (Hard Skills)
• Communication and Customer Service (Soft Skills)
• Standards Testing and Observation (Hard Skills)

Job Summary: 

• Work with General Managers and Regional Leaders across Mechanical Systems Aftermarket globally to collaboratively develop and drive Collins Management System for continuous improvement program.
• Drive the evaluation of strategy and execute strategy changes and improvements 
• Conduct extensive research and analysis of emerging business trends and consult the senior leadership team to align business plans with organizational growth and development
• Lead Stakeholder engagement and coordination of best practices
• Lead the implementation/evolution of the system, standard work, and lean methodologies and ensure alignment on standard practices across functions or workstreams.
• Build effective project plans to help drive multiple initiatives with a focus on operational and cultural transformations and improved business performance
• Assist with site-level projects, coordination of organizational readiness assessments, and strategic plans.
• Create and coordinate an enterprise-level reporting process around these work streams.
• Work collaboratively with Manufacturing Sites and Regional Leadership to implement standardized metrics and dashboards across the enterprise.
• Leads large and complex transformation initiatives that identify, design, and implement creative business and technology solutions focused on continuous improvement.

Skills on Resume: 

• Strategy Execution (Hard Skills)
• Trend Analysis (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Lean Implementation (Hard Skills)
• Project Management (Hard Skills)
• Readiness Assessment (Hard Skills)
• Reporting and Metrics (Hard Skills)
• Change Leadership (Soft Skills)