Service Delivery Director

Director, Service Delivery

The Service Delivery Director will own daily activities and performance of a 24x7x365 contact center, leading the front line and front-line leaders as they deliver extraordinary every time service to the Client.

This role will also be the key liaison in driving the daily performance and ensuring compliance to all standards for our external Partner, as established by the Client.

In addition to utilizing his/her expertise to lead, support, coach and direct team members, he/she will provide feedback to his/her team. 

This key individual will serve in the capacity to lead and set the example of Extraordinary Every Time servicing the entire team working for this Client. 

In addition to this leadership role, he/she will handle card members, partner and vendor escalations, when appropriate, and will monitor the overall traffic flow of requests via all access channels.

This person will serve as an expert in concierge and travel service delivery and maintain knowledge on all corporate policies and procedures for said Client. 

This position is responsible for delivering the highest quality of service, at the right margins.

Key Responsibilities

• Accountable for the achievement of all client KPI’s and contractual obligations responsible for the overall performance of their team
  
  
• Provide daily support and effective leadership to team members in a remote capacity
  
  
• Manage overall daily volume of requests and ticket management to ensure all service level standards are met
  
  
• Manage the daily performance of our outsourced Partner on a daily, weekly and monthly basis
  
  
• Interact with the Client as necessary, representing the quality of the service delivery team
  
  
• Handle escalated situations in which additional oversight and assistance is required
  
  
• Provide daily management support to fellow Service Delivery Management including appropriate mentoring, coaching, team building and retention initiatives
  
  
• Create and maintain up to date Service Delivery policies and procedures
  
  
• Effectively communicate and influence key stakeholders and peer leaders
  
  
• Provide coaching and counseling to his/her direct reports
  
  
• Maintain thorough knowledge of Client programs under their purview
  
  
• Maintain communication with key stakeholders and team members
  
  
• Administer and support all Company policies and procedures
  
  
• Assist in the recruiting and hiring process by interviewing concierge & travel advisor applicants
  
  
• Other duties and projects as assigned

Job Profile

Knowledge, Skills & Competencies

• Commitment to delivering customer service excellence and high-quality work
  
  
• Excellent verbal and written communication skills
  
  
• Demonstrate self-motivation, self-confidence, flexibility, adaptability, and open-mindedness
  
  
• Exhibit leadership traits in order to motivate, communicate and provide feedback
  
  
• Exercise discretion and judgment when providing feedback, guidance, clarification, and disciplinary action
  
  
• Anticipate and successfully negotiate and solve problems. Able to resolve conflicts when they arise

Work Experience & Qualifications

• Some college required. Degree preferred
  
  
• Minimum 8 years of supervisory experience required; management experience preferred
  
  
• Minimum of 8 years related customer service, travel or hospitality experience required; previous contact center experience preferred
  
  
• Experience with large bank loyalty programs is preferred
  
  
• Experience in the travel industry is preferred.
  
  
• Experience in the US Financial Institution environment is preferred.
  
  
• Experience with travel booking systems/GDS is preferred.
  
  
• Previous demonstrated Leadership ability a must, including leading remote teams
  
  
• Proven track record of leading teams of 30+, and in positions requiring influence of peer leaders
  
  
• Previous direct Client interaction a plus
  
  
• Experience managing the performance of an outsourced Partner a big plus
  
  
• Strong customer service skills, and desire to continuously deliver on extraordinary every time service
  
  
• High Integrity and proven work ethic a must
  
  
• Superior time-management skills along with strong sense of urgency
  
  
• Strong Internet navigation skills along with a working knowledge of Microsoft Office
  
  
• Ability to have some flexibility in schedule
  
  
  

Language Requirements

• Ability to communicate in English (verbally and written) in a polished and professional manner is required
  
  
• Fluency in Spanish would be advantageous
  
  

Travel, Schedule & Availability

• This position will require some travel, including travel to Latin America, so a valid passport will be required
  
  
• The travel will not be extensive, and may be around 15% of the time
  
  

Work Environment & Physical Requirements

• Must have a dedicated, quiet, and private workspace free from distractions
  
  
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset
  
  
• Reliable high-speed uninterrupted internet connection meeting minimum company standards
  
  
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment
  
  
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members
  
  
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies

Aspire Lifestyles is committed to ensuring accessibility for all persons with a disability and to providing excellence in serving all customers including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.