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.