Service Delivery Manager - Corporate Travel Services in Columbia, South Carolina For Sale

Title: Service Delivery Manager - Corporate Travel Services Location: United States Other Locations: American Express is looking for an extraordinary leader that has experience in people leadership, corporate travel, call center leadership, and change management. This position is accountable for delivering outstanding service by leading, communicating and implementing a Global Service delivery strategy. The role will drive this strategy into defined tactical actions to maximize the business travel value proposition while meeting the needs of our clients corporate travel needs. A key focus of this role will be to develop a team of Leaders and Travel Counselors into a full advisory and consultative team, driving account policies to deliver savings as well as optimizing the process efficiencies for American Express and the Client. Major Responsibilities: A) Ability to lead team leaders and travel counselors to expound on our Service Delivery proposition. B) Lead the Operations team to drive the achievement of contracted performance targets including customer service level agreements, productivity, Great Call Experience and quality goals. C) Managing the service consistency across global markets and driving continuous process improvement, translating the service strategy into actions. D) Working with defined technology to ensure both technical and other support mechanisms are in place to secure operational capability. Leveraging technology developments to deliver leading edge customer service IE: online booking tool E) Demonstrating a clear understanding of the key drivers in business travel and championing various programs to drive program. F) Actively support the operations team in steering the specific supplier programs to drive maximum savings by ensuring full understanding and knowledge of the travel program. G) Undertake self-development and training to maximize own potential, improve performance and enhance leadership skills. .Displays high level of leadership excellence with a proven track record of successful management of a high profile team . Experience leading large employee populations a plus . Call Center management experience preferred . Effective coaching and feedback techniques required . Excels in effective and positive communications . Ability for collaboration, motivational influencing, facilitation, planning & time management, mentoring and problem solving techniques . Minimum 5 years in the travel industry required . Minimum of 4 years in a leadership role or similar experience preferred . Knowledge and understanding of call center metrics. . Ability to use Microsoft Office tools . Must be able to work second shift and weekends