Sr. Specialist, Meeting Services Support

Job Description Our company's Travel, Meetings, Events & Fleet (TME&F) Organization – Meeting Services Support operates across the Americas, Europe, and Asia and is responsible for delivering standardized, compliant, and efficient global processes that support our company's business divisions and markets. Through a centralized service delivery model, TME&F enables operational excellence, financial stewardship, and consistent stakeholder experience worldwide. The Senior Specialist, Meeting Services Support serves as a subject-matter expert and provides day-to-day operational support for assigned markets, meeting types, processes, systems, or service areas. The role supports the end-to-end delivery of Meeting Services Support activities, provides technical guidance to teams, coordinates complex case and escalation resolution, and monitors service performance, quality, and operational risks. The Senior Specialist works closely with Meeting Owners, the Business Practices Office (BPO), Compliance, Finance, relevant TME&F colleagues, BSC teams, Meeting Planning Agencies, and other partners to clarify requirements and support consistent, compliant execution. The role also supports and facilitates assigned operational and governance calls by preparing performance updates, highlighting issues and risks, coordinating discussions, documenting decisions, and following up on agreed actions. In addition, the role supports process transitions, knowledge transfer, hypercare, service stabilization, documentation updates, and continuous improvement initiatives. This position is designed as a senior individual contributor unless formal people-management responsibilities are separately assigned. Key Responsibilities End-to-End Operational Support and Subject-Matter Expertise • Act as the operational subject-matter expert for assigned markets, meeting types, processes, systems, or service areas. • Provide day-to-day operational support and technical guidance to team members. • Support the team in coordinating workload priorities during peak periods, month-end, quarter-end, transition, go-live, and hypercare. • Ensure consistent application of approved procedures, controls, and market requirements. • Review complex cases and recommend the appropriate path to resolution. • Support the end-to-end delivery of meeting and event administration, HCP/HCO account maintenance, agreement preparation, purchase order activities, payment and expense support, meeting reconciliation, and event closure within the assigned scope. • Help identify incomplete information, operational dependencies, system issues, and service risks that may affect timely and accurate delivery. Complex Case and Escalation Support • Support and coordinate the resolution of complex operational, compliance-support, vendor, purchase order, payment, expense, reconciliation, or event-closure issues. • Assess the impact, urgency, dependency, control consideration, and stakeholder involvement for escalated cases. • Support root-cause analysis for recurring issues, service failures, rework, aging, or inconsistent execution. • Coordinate corrective actions and track them through completion. • Act as the first point of operational support for cases escalated by team members/stakeholders. • Work closely with the team, BPO, Compliance, Meeting Owners, and relevant partners to clarify requirements, gather information, and coordinate agreed actions. • Maintain visibility of open escalations, responsible owners, target completion dates, and closure status. • Escalate material, sensitive, recurring, or unresolved policy, control, resource, service, stakeholder, or reputational matters to the Manager and appropriate process owners. Service Performance and Governance • Monitor service indicators such as volumes, turnaround, service-level achievement, quality, right-first-time performance, open or aging cases, and event closure. • Support and facilitate assigned operational and governance calls, and ensure decisions and action items are documented, assigned, and followed through. • Prepare operational insights, trends, risks, and improvement recommendations for service reviews. • Prepare governance-call agendas, service performance updates, open escalation summaries, risk and dependency highlights, and previous action-item status. • Present assigned operational updates, including service levels, quality, Right First Time, aging, backlog, escalations, and improvement actions, in a clear and factual manner. • Coordinate pre-call alignment with the Manager, BPO, Compliance, and other relevant stakeholders when clarification or support is required. • Prepare or coordinate governance-call recaps and action trackers, and follow up with action owners through closure. • Support workload allocation and capacity discussions by providing accurate operational information. • Promote clear case ownership and consistent communication across the team. Transition, Training and Continuous Improvement • Support process mapping, knowledge transfer, shadowing, readiness assessment, go-live support, hypercare, and stabilization for new or expanded scope. • Support the design and delivery of onboarding, refresher training, and targeted coaching based on recurring issues or process changes. • Review work instructions, checklists, templates, user guides, and market-specific operational documentation, and coordinate the required approval before publication. • Support or coordinate continuous-improvement initiatives that strengthen efficiency, scalability, controls, service quality, and stakeholder experience. • Coordinate process testing, implementation actions, and post-go-live reviews with relevant stakeholders. • Promote adoption of approved digital tools, reporting solutions, and automation opportunities. Compliance and Stakeholder Partnership • Support and represent Meeting Services Support in relevant workshops, issue-resolution discussions, readiness…