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about 1 year ago
American Airlines
Location: Fort Worth
Job type: Contract/Locum
Contact: No Name
Category: Senior Manager

Job Description

The ideal candidate will play a central role in providing direction and leadership to the host of Employee focused initiatives for the New American Airlines.   This position as Senior Manager HR Planning is to lead the list of high-profile project initiatives aimed at replacing outdated HR systems and transforming the way HR shared services are delivered at American and extending to the contractual negotiations and oversight with our Partner delivered services.   Responsibilities include driving accountability using basic project management techniques and leadership across the HR organization for all active programs.   This position is also responsible for overall performance of the Human Resources Business Process Outsourcing service providers, including monitoring performance, negotiating with partners, and interacting with senior management of AA and service partners.  The Senior Manager will lead a team of 7 project managers focused on the following initiatives (among others) as well as leading the HR Vendor Management team of 4 vendor management professionals.


  • 15-20 Key Partner Contracts (Negotiation and Maintenance) as well as multiple smaller partner/vendor contractual relationships
  • Project Spring,  a  ~ $160 million dollar program to replace both LAA Sharp and LUS OHR  
  • Development of a new Employee Service Center that will be the single point of contact for HR-related questions at AA going forward
  • Updates to the employee travel program and systems, incorporating new policies, features and functionality
  • Support to general HR initiatives through Thought Leadership and Project Management execution

Job Description (Continued)

Key Roles & Responsibilities:

  • Lead a team of Program Managers and Vendor Management Professionals directly responsible for the projects, contracts and relationships across the HR organization
  • Manage the overall plan for projects for the HR organization   
    • Ensure timelines across projects are complimentary from a resource planning perspective and for the end-user impacts
    • Socialize and manage the project schedule within the HR leadership team and get their buy-in on prioritization and staffing for the projects
    • Identify and manage dependencies and help prioritize work accordingly across HR projects to ensure success
    • Provide executive updates regarding each of the active projects
  • Ensure downstream groups, processes and systems affected by the projects are appropriately prepared for the HR initiatives
  • Support the decision making processes for the projects
    • Design governance and processes for the programs so that decision-makers are engaged and available to ensure project success
  • Develop and implement strategic direction and priorities for BPO services
  • Oversee the successful implementation of any BPO agreements – initial transition of services from AA to service providers and expanded services after initial implementation
  • Oversee day-to-day service provider performance, including resolution of escalated performance issues and ensuring appropriate identification of root causes
  • Monitor service provider performance and produce appropriate reports for AA senior leadership and other stakeholders
  • Plan, budget and monitor financial performance of BPO services, including development of the annual budget and ongoing spending oversight
  • Ensure contract is appropriately maintained and enforced, including review and approval of any requested changes

Job Description (Continued 2)

  • Evaluate proposed changes to service delivery models to ensure effective management of corporate financial resources and delivery of satisfactory service to employees
  • Serve as AA management lead between AA and IBM Delivery management team, including participation on BPO Governance Team and ongoing support of AA Project Executive
  • Ensure effective business continuity plans are developed and service interruptions are mitigated
  • Ensure all outsourced services are delivered in compliance with governmental regulations and law, corporate policies and procedures, and safety and security regulations, including data privacy restrictions
  • Ensure service provider focus on continuous improvement efforts with the goal reducing operating costs and increasing effectiveness, availability and overall performance
  • Interact with senior management regarding service provider performance and strategic and operational BPO issues
  • Perform periodic reviews of BPO performance to ensure attainment of strategic and business case objectives, and design and implement strategic course corrections as required
  • Define and monitor key performance indicators
  • Monitor and ensure AA stakeholder satisfaction with BPO services and drive vendor to course correct as necessary through strong relationships with all supplier/partners
  • Participate in developing strategic best practices for retained organization roles and responsibilities
  • Negotiate contract changes and operational performance changes with service providers
  • Oversee financial and operating performance of AA Training & Conference Center service provider
  • Coordinate with AA Legal, Finance, departments Corporate Real Estate, as well as other AA senior leaders, to resolve issues and develop strategic plans and priorities for the AATCC property

Job Qualifications

  • Exceptional  leadership
  • Excellent presentation & communication skills, strong planning/organization skills a must
  • Previous experience in Procurement, Contract Negotiations, Vendor Management strongly preferred
  • Experience in managing complex cross-functional program initiatives
  • Previous managerial and people leadership experience required
  • Previous consulting and/or facilitation experience helpful
  • Strong organizational skills for development, management, and coordination of multiple projects/schedules
  • Proficiency in MS Project and other project management tools a plus
  • Ability to build relationships and work cross-functionally with different groups – both internally and externally

Job Qualifications (Continued)

Knowledge, Skills & Abilities

  • Ability to communicate effectively at all levels of senior management, internally and externally
  • Proven ability to build and facilitate relationships at all levels of the organization, both internally and externally
  • Proven project management skills and the ability to deliver multiple project implementations on time and within budget
  • Action oriented results-driven leader who has a track record of delivering without excuses
  • Proven ability to lead and motivate a team of management professionals to achieve common objectives
  • Ability to understand and deliver customer satisfaction with a product or service
  • Ability to establish budget parameters and monitor performance to achieve them
  • Strong financial skills to evaluate ROI on proposed enhancements, initiatives, and contracts
  • Ability to effectively negotiate mutually agreeable solutions, internally and externally
  • Ability to synthesize and analyze large quantities of data and identify key and relevant performance trends or indicators
  • Ability to synthesize information about new delivery areas and identify key problems, solutions, and/or root causes
  • Strong consultative skills working with internal and external organizations to identify problems and develop proposed solutions
  • Proven ability to identify and deliver continuous improvement opportunities

Additional Locations: None
Requisition ID: 2047 


Nearest Major Market: Fort Worth 
Nearest Secondary Market: Dallas 
Job Segment: Consulting, Real Estate, Corporate Finance, Manager, BPO, Technology, Sales, Finance, Management, Operations

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