Date: Dec 28, 2013
Location: London, GREATER LONDON, GB
Service Delivery Director - Contact Centre-13016740
Description
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
American Express Global Business Travel (GBT) provides globally integrated solutions, both online and offline, as well as through mobile applications, to help organizations manage and optimize their travel expenses and service their travelling employees. American Express Global Business Travel has one of the world’s largest travel agency networks, with the ability to support clients in 138 countries worldwide. To support our team Global Business Travel we are currently looking for Service Delivery Leader (m/f). The incumbent will lead a significant part of the Business Travel Service Delivery Network organization in UK/London with a current span of 100-150 employees. The position reports to the Vice President Head of Service Delivery Network – UK & Nordics.. The SDL role is both strategic and tactical, with a focus on the development of long-term initiatives as well as the coordination of the overall day-to-day business activities, all designed to provide premium value to both customers and shareholders. The SDL is charged with achieving high quality of service, owning and meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met. The SDL identifies the business needs and opportunities, establishes priorities, and allocates resources to maximize client satisfaction. The role requires a structured leadership approach, with the Leader working within a range of established processes for managing their team and their functional process. Service Delivery Leaders are passionate about undertaking data analysis to ensure all productivity and customer service factors are in balance and will develop and implement plans to address any areas of concern. They act as visionaries for all their employees – helping each person succeed in their role. SD Leaders spend a considerable amount of their time working with their direct reports – sharing their vision of the future, inspiring them, and supporting them in their daily activities.
Key accountabilities:
- Enhance the level of employee engagement. Leadership accountability for employee engagement, addressing gaps and driving significant improvement in performance working in all dimensions
- Motivate, coach and develop leaders to deliver high quality customer service in a cost effective manner
- Proactively drive talent at all levels, creating an environment that attracts develops and retains existing employees.
- Ensure consistent communication
- Deliver an exceptional customer experience by ensuring a deep understanding of the root causes of issues, complaints and driving improvements
- Build a strong customer orientation and develop a culture where service quality is ingrained in all that we do
- Provide thought leadership for the execution of SDN strategic and tactical plans
- Accountable for OPEX performance to target, productivity and revenue generation results
- Ensure the teams perform against agreed KPI/SLA goals
- Lead and ensure the successful deployment of key projects, work effectively with the SDO and SDN teams globally to continually improve the operational efficiencies and drive savings
- Ensure BCP, audit and compliance requirements are met
- Be the senior management point person on Service Delivery issues / escalations and take accountability to remedy any service failures.
Qualifications
- Management experience and industry knowledge:
Broad and deep knowledge of operations and processes in the business travel industry
- Leadership skills:
A campaigning and inclusive style of leadership, supported by clear understandable strategies with a strong focus on results. Inspirational people leader able to effectively manage and grow in a matrix management structure.
- Relationship Building:
Ability to develop and use collaborative relationships to facilitate the accomplishment of work goals.
- Business Administration:
Strong commercial judgment with the ability to balance growth, retention and profitability business goals against operational constraints and risks. Knowledge of appropriate business practices and procedures.
- Communication:
Ability to convey information clearly and concisely to groups or individuals either verbally or in writing to ensure that they understand the information and the message.
- Decision Making:
Knowledge of and ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions. Ability to take action consistent with available facts, constraints, and anticipated consequences.
- Developing Talent:
Ability to plan and support the development of others through a competency based system. Ability to identify knowledge, skills and abilities necessary to fulfil current or future job/role responsibilities effectively.
- Leading Work Teams:
Ability to establish expectations and clear direction to meet goals and objectives of on-going work for a group of employees. Ability to motivate and engage employees through effective communication.
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We’re interested in where you came from, but we’re even more excited about where you will go with American Express.
To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or +44 (0)116 2421776.
Job: Travel
Primary Location: United Kingdom-Greater London-London
Schedule: Full-time
Job Segments: Manager, Call Center, Credit, Travel, Travel Agent, Management, Customer Service, Finance
Description
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
American Express Global Business Travel (GBT) provides globally integrated solutions, both online and offline, as well as through mobile applications, to help organizations manage and optimize their travel expenses and service their travelling employees. American Express Global Business Travel has one of the world’s largest travel agency networks, with the ability to support clients in 138 countries worldwide. To support our team Global Business Travel we are currently looking for Service Delivery Leader (m/f). The incumbent will lead a significant part of the Business Travel Service Delivery Network organization in UK/London with a current span of 100-150 employees. The position reports to the Vice President Head of Service Delivery Network – UK & Nordics.. The SDL role is both strategic and tactical, with a focus on the development of long-term initiatives as well as the coordination of the overall day-to-day business activities, all designed to provide premium value to both customers and shareholders. The SDL is charged with achieving high quality of service, owning and meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met. The SDL identifies the business needs and opportunities, establishes priorities, and allocates resources to maximize client satisfaction. The role requires a structured leadership approach, with the Leader working within a range of established processes for managing their team and their functional process. Service Delivery Leaders are passionate about undertaking data analysis to ensure all productivity and customer service factors are in balance and will develop and implement plans to address any areas of concern. They act as visionaries for all their employees – helping each person succeed in their role. SD Leaders spend a considerable amount of their time working with their direct reports – sharing their vision of the future, inspiring them, and supporting them in their daily activities.
Key accountabilities:
- Enhance the level of employee engagement. Leadership accountability for employee engagement, addressing gaps and driving significant improvement in performance working in all dimensions
- Motivate, coach and develop leaders to deliver high quality customer service in a cost effective manner
- Proactively drive talent at all levels, creating an environment that attracts develops and retains existing employees.
- Ensure consistent communication
- Deliver an exceptional customer experience by ensuring a deep understanding of the root causes of issues, complaints and driving improvements
- Build a strong customer orientation and develop a culture where service quality is ingrained in all that we do
- Provide thought leadership for the execution of SDN strategic and tactical plans
- Accountable for OPEX performance to target, productivity and revenue generation results
- Ensure the teams perform against agreed KPI/SLA goals
- Lead and ensure the successful deployment of key projects, work effectively with the SDO and SDN teams globally to continually improve the operational efficiencies and drive savings
- Ensure BCP, audit and compliance requirements are met
- Be the senior management point person on Service Delivery issues / escalations and take accountability to remedy any service failures.
Qualifications
- Management experience and industry knowledge:
Broad and deep knowledge of operations and processes in the business travel industry
- Leadership skills:
A campaigning and inclusive style of leadership, supported by clear understandable strategies with a strong focus on results. Inspirational people leader able to effectively manage and grow in a matrix management structure.
- Relationship Building:
Ability to develop and use collaborative relationships to facilitate the accomplishment of work goals.
- Business Administration:
Strong commercial judgment with the ability to balance growth, retention and profitability business goals against operational constraints and risks. Knowledge of appropriate business practices and procedures.
- Communication:
Ability to convey information clearly and concisely to groups or individuals either verbally or in writing to ensure that they understand the information and the message.
- Decision Making:
Knowledge of and ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions. Ability to take action consistent with available facts, constraints, and anticipated consequences.
- Developing Talent:
Ability to plan and support the development of others through a competency based system. Ability to identify knowledge, skills and abilities necessary to fulfil current or future job/role responsibilities effectively.
- Leading Work Teams:
Ability to establish expectations and clear direction to meet goals and objectives of on-going work for a group of employees. Ability to motivate and engage employees through effective communication.
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We’re interested in where you came from, but we’re even more excited about where you will go with American Express.
To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or +44 (0)116 2421776.
Job: Travel
Primary Location: United Kingdom-Greater London-London
Schedule: Full-time
Job Segments: Manager, Call Center, Credit, Travel, Travel Agent, Management, Customer Service, Finance
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