Service Delivery Manager Business Travel (m/f), Cologne Job Job in Not Specified, Delaware US
Service Delivery Manager Business Travel (m/f), Cologne Job
For our travel department in cologne are we looking for a "Service Delivery Manager (m/f)". The role of a Service Delivery Leader is to ensure the highest possible level of service is provided that meets or exceeds each customer?s requirements. Predominantly this is achieved through the coaching of Team Leaders. Leading a team and creating an environment in which that team can succeed is not the only responsibility. As members of functional groups, the leader is responsible for working with business partners and internal groups in their Business Unit to: achieve smooth implementation; analyse and resolve issues; and seek improvements in cost, quality, control and to enhance servicing opportunities. Leaders spend a considerable amount of their time working with their Team Leaders (TLs), either face to face or on the telephone. They share their vision of the future, inspire them, and coach them in their daily activities. Principal accountabilities: 1. To maintain overall accountability to the customer and the client by ensuring best in class service delivery across all teams: * Ensuring team leader and consultants actively meet and exceed customer requirements and service level agreements. * Timely and efficient monitoring of key service delivery metrics and identifying any gaps or process failings around productivity and quality metrics. * To drive continuous process improvement in addressing any service deficiencies throughout the centre of excellence. * Maintain overall accountability through effective customer issue resolution of disputes and low client satisfaction. 2. To foster an environment focused on positive employee engagement focusing on people management and development: * Providing ongoing leadership and support to Team Leaders and direct reports through coaching and feedback on documented goals and development plans. * Promoting an environment that fosters success through effective reward and recognition of high performing team members. * Actively contributing to the overall acquisition and development of top talent. 3. To be accountable and meet all business profitability, productivity and operational cost objectives through effective and superior leadership: * Ensuring all resources are allocated and managed based on workflow, service level agreements, quality metrics and customer pricing/revenue to American Express. * Adopt an analytical approach to track overall centre and team productivity. * Maintaining overall accountability for operational costs and revenue. * Driving continuous process improvement and winning strategies across the centre on quality of service metrics, productivity and profitability. American Express is an equal opportunity employer. Qualifications: * 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. * Managing Work and Performance: Ability to assign work and to establish work rules and acceptable levels of quality and quantity of work. * Ability to review work and evaluate performance of others, and to develop individuals? competencies. * Problem Solving: Ability to Identify problems, determine possible solutions, and actively work to resolve the issues. * 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 fulfill current or future job/role responsibilities effectively. * Communication: Ability to present information to individuals or groups; ability to deliver presentations suited to the characteristics and needs of the audience. * 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. * Ability to listens and respond appropriately to others. * Coaching/Mentoring: Ability to provide guidance and feedback to help an employee or groups of employees strengthen their knowledge, skills and abilities to accomplish a task or solve a problem, which in turn should improve job performance. * Business Administration: Knowledge of appropriate business practices and procedures. Ability to allocate resources, plan procurement and oversee budgets and contracts to ensure fiscal stability of the organization.