Apply now Job no: 515955
Classification:Fiscal Manager 2
Work type: Staff Full-time
Administrative Unit:University of Alaska Fairbanks
School/Business unit:UAF Financial Services
Have you been dreaming of travel?! Are you enthusiastic about all aspects of traveling and spend countless hours planning and working out the details? Then, put those skills and dedication to work as the Travel Manager of the UAF Travel Customer Service Office (TCSO) in UAF Financial Services! This rewarding and exciting job is made for you! Here at UAF, we are embarking on a journey to provide our employees with a customer-centered, full-service, and supportive travel office. You will be the face of this new office and the driving force behind this office, training a team of expert Customer Service staff – all to provide extraordinary traveler experiences. Success and customer satisfaction – that is our Goal! We want our UAF staff, faculty, and students who are traveling on University-sponsored business as they fulfill the University’s mission, to experience stress-free and supported travel. Don’t let this opportunity fly by you, and apply today!
20 CAMPUS-WIDE TRAVEL TRAINING PROGRAM DEVELOPMENT AND OUTREACH:
Serve as primary campus lead for development of a travel related program, including continuous improvement.
Train the UAF Travel Customer Service Office Travel (TCSO) Customer Service Technicians?Trainers who will be assisting campus staff with ongoing user support for travel platform (Concur). Develop diverse training opportunities for UAF's travel coordinators and travelers. Develop classroom sessions, webinars, print guides, and one-on-one learning sessions to meet the demands of campus staff. Maintain and update travel training documentation and manuals. Maintain the UAF Central Office Travel portal website, which should include training materials, relevant travel links, and UAF's travel policies and regulations. Provide accurate and timely updates on travel vendors, procedures, and best practices to UAF constituents.
Meet training needs by continually monitoring, in consult with the Customer Service Technicians/Trainers, problematic travel areas that are campus-wide. Develop/present trainings and communications for outreach to travelers and the campus that promote positivity, optimism, and collaboration, using clear explanations and a customer service friendly focus. Essential
20 LEADERSHIP AND SUPERVISION:
Travel Manager is the subject matter expert for UAF Travel Customer Service Office (TCSO) creating the ability to support units with a holistic approach for a full-service travel experience.
Build this new shared services office with staff who are focused on providing excellent service. Develop the service philosophy and practices as well as the service framework for use across the UAF campus. Besides instilling these values and principles in the TCSO staff, lead by example.
Develop the strategy for rolling out this new shared services concept to the UAF community.
Provide leadership and direction in developing content for travel related initiatives such as training, presentations, website updates, etc. Develop outreach activities.
Through leadership achieve a business structure that is focused on continuous process improvement while maintaining the customer-centric business model.
Advise UAF leadership regarding travel review and compliance by communicating findings/recommendations, and follow-through of compliance issues. Act as the initial point of contact for Internal Audits and external auditing agencies for travel.
Travel Manager in consultation and partnership with the UAF Financial Services Advisory Group (UAF unit executive officers) will define expectations and receive central perspectives from UAF units, ensuring that TCSO services are responsive to campus needs. The Travel Manager will take input and apply it in response to their constituencies all the while maintaining BOR policy/regulations in a way that work for UAF travelers.
Direct, supervise and train the UAF Travel Customer Service Office's Technicians/Trainers. Build and foster teamwork that encourages creativity, thinking "outside the box" problem-solving, strategizing, planning, setting team goals, and organization. Create an environment of subject matter experts. Promote resourcefulness, customer service, tactfulness, and diplomacy. Promote and offer continuous customer service training and learning opportunities to the team. Develop benchmarks as a team. Use unique/difficult situations that occur with travelers as teaching and learning opportunities which lead to brainstorming alternate solutions that promote the TCSO as customer-centric.
Provide reports and data to management, developing and presenting proposals for new processes or procedures. Independently develop strategies and program recommendations by analyzing data/metrics to identify opportunities to improve the travel process and experience for the traveler. Proactively work with all university groups and staff to find solutions to unique situations, while maintaining risk assessment and compliance with university policy and Federal and State regulations. Lead project improvement initiatives. Essential
60 UAF TRAVEL CUSTOMER SERVICE OFFICE MANAGER:
UAF has the highest volume travel within the UA System, including the largest proportion of research, international and other complex travel. The UAF Travel Customer Service Office (TCSO) will provide a comprehensive full-service travel experience across UAF to include travel planning, booking, arrangement, coordination, reimbursement and auditing in addition to providing backup support and cross-training for travel.
The Travel Manager will be handling the daily operations of the TCSO and be responsible for creating a customer-centric business model of a full-service travel center at UAF. In this shared services office, the Travel Manager will liaise with Associate Vice Chancellor of Financial Services and the Financial Services Advisory Group as part of obtaining stakeholder input for service management.
Administer, lead and manage all aspects and functions (except auditing and expense report processing) of the UAF travel program, including the Concur and the Corporate Travel Management (CTM) tools, travel website, and training materials. Direct the daily workload of the Customer Service Technicians/Trainers. Work with UA's purchasing card administrator to follow-up with company cardholders to ensure timely expense report submission and UA travel card policies and procedures. Work with Statewide to report and resolve technical issues with Concur, or CTM booking module. Research and respond to internal accounting/financial questions and resolve or escalate issues to appropriate party.
The Travel Manager will engage with all levels of the university community - staff, faculty, and students - to provide a high level of customer support and experience. The Travel Manager will take input from stakeholders and apply it in response to their constituencies all while maintaining BOR policy/regulations in a way that works for UAF travelers and provides excellent customer service.
Understand and interpret regulations in order to provide expert guidance on all aspects of travel to UAF travelers, department travel coordinators, and administrators. Set UAF travel procedures in alignment with UA System regulations and make recommendations to Financial Services leadership on management of workflows, mitigation of risk, and internal controls. Ensure that UAF travel documents and procedures meet University, Federal, IRS, Fly America Act and granting agencies policies, procedures, and regulations for compliance. Make recommendations for internal controls or guidelines that will apply to UAF travelers.
The Travel Manager will be the service-based peer to the Office of Finance and Accountings' Travel Audit, working with them for reporting needs. TCSO will develop best practices, set UAF "How To" guidance, and do active training/response for the customer base, as well as work with OFA Travel Audit to ensure practices are in compliance with internal controls and/or advise where internal controls may need to be adjusted in consult with the Associate Vice Chancellor for Financial Services.
Analyze daily, monthly, and quarterly Concur travel reports to identify and mitigate possible compliance issues, and continually improve internal controls. Conduct or direct monthly audit functions to check for compliance issues and create innovative solutions to address compliance trends.
Provide professional consultation, technical assistance and consistent confident guidance to UAF travelers and travel coordinators. Essential
ABOUT THIS POSITION
This position is a full-time, Exempt,
Grade 81 ($30.87 an hour, DOE), 12-month position, complete with a competitive salary and UA employee benefits package.
Required Knowledge: Knowledge of accounting principles and methods such as GAAP. Knowledge of the travel industry to include airline rules with regards to fares, ticketing, waivers, cancellations, car rentals, hotels, etc. as well as travel regulations. Federal and State statutes and regulations. Knowledge automated finance and accounting systems. Knowledge of methods of organization, research and analysis. Knowledge of advanced supervisory techniques.
Required Skills: Must possess strong skills in: accounting with attention to detail; exceptional oral and written communication methods in effectively communicating with campus customers travel policies, processes, airline updates, etc.; human relations; databases; proficiency with computers and Microsoft Office Suite (Excel, Word, Powerpoint, Outlook) and Google applications; problem-solving techniques; providing and developing training; analyzation; and in providing and delivering a customer service focused environment. Required Abilities: Ability to comprehend written material and interpret and apply policies, rules, and regulations and ability to evaluate processes as needed. Ability to problem-solve technical issues. Ability to stay abreast with the latest travel industry news and information an proactively plan for industry or program changes. Ability to establish and accomplish goals. Ability to meet multiple high-demand deadlines. Ability to establish and maintain effective working relationships with individuals and groups. Ability to establish a reputation of reliability and discretion within the university community. Ability to develop and provide continuous improvements as needed with the goal of increasing customer satisfaction. Ability to think strategically and develop sustainable goals. Ability to direct work, to train and supervise staff, building a team. Ability to monitor, compose and provide reports on the travel program to leadership. Ability to speak before groups and make presentations. Preferred K/S/As: Knowledge and experience for developing and managing a corporate travel program and providing customer training. Knowledge and/or skill of the Concur travel application and/or Corporate Travel Management (CTM) application.
Four years experience in travel coordination in an university environment, and two years experience in the private sector travel industry. Demonstrated progressive experience managing a busy, complex department with supervisory responsibility. At least 1 year of professional fiscal experience/management is required.
Courses in travel and tourism that demonstrate knowledge of air and ground transportation and accommodation arrangements or a Travel Management Certificate from a community college or vocational school could be substituted for some of the experience. Minimum 2 years of supervisory experience. PREFERRED EXPERIENCE: Concur travel system experience or corporate travel agency background.
REQUIRED EDUCATION OR TRAINING:
Bachelor's degree in Finance, Business Administration, Accounting or a related field. Relevant experience and/or training may be considered in lieu of a degree.
SPECIAL INSTRUCTIONS TO APPLICANTS
Please attach a comprehensive resume, cover letter, and the names and contact information (address, email and phone numbers) for three (3) professional references.
Please include copies of applicable certificates and licenses.
APPLICATION CLOSING DATE
Applications must be received prior to 11:55 PM Alaska Standard Time on Tuesday, November 29, 2020 to be considered. Applications received after this date may not be considered for this position.
If an adequate pool of applicants is not received at that time, applications will be reviewed by date received until the position is filled. The first application review date will occur on Wednesday, November 30, 2020.
This recruitment is
and successful submission of an application does not guarantee employment. Open Until Filled
Reasonable Accommodation Statement:
The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.
Affirmative Action Statement:
UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:
The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.
Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.
Public Disclosure Statement:
Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.
University of Alaska is a Drug-Free Workplace. University of Alaska campuses are Tobacco-Free.
It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.
If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.
Advertised: Alaskan Standard Time 12 Nov 2020
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