Service Delivery Leader - Bangalore - American Express Global Business Travel
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This position is responsible for leading the Service Delivery function for American Express Global business travel for a geographic segment. This role will provide the operational leadership in the continued shaping and execution of Global Service delivery point of arrival plan, to ensure the successful delivery of the India service delivery priorities in accordance with Global Service delivery operating plan .
Reports to: Director/ Vice President (as applicable) Location : India, Gurgaon/Mumbai/Bangalore Job Responsibilities The successful candidate will have full Operational responsibility of leading and managing Global Service delivery end 2 end service channels Onsite or Offsite for a specific location inclusive of ancillary fulfilment They will be fully accountable for customer satisfaction, partnering with Client Management to ensure account retention, and continuing to develop best-in-class employee satisfaction results The successful candidate will drive cultural and process changes to deliver a truly on and offline hybrid business where the traditional operational point of arrival will see the ability to handle any travel fulfilment, anytime, anywhere in the network Deliver consistently strong customer SLA metrics to improve the customer experience by leveraging our people, process and technology infrastructure Develop a robust flexible work force practice across service delivery teams to ensure most optimal workforce utilization Develop and implement a Corporate Voice of the Customer “Health Check” to ensure client dissatisfaction symptoms are diagnosed early and root causes are treated effectively and expeditiously Work closely with Finance, AEGBT outsourced financial capture functions and other appropriate support functions to ensure proper financial processes and controls are in place minimizing write-offs Drive towards a high employee engagement levels ensuring satisfied employees lead to satisfied customers Lead a large team of 100+ employees effectively Work in collaboration with the support functions, primarily customer experience, work force management and training to ensure successful delivery on Service delivery goals on key dimensions Ensure deployment and execution of a comprehensive strategy to reduce and mitigate provision for losses related as a geographic region lead Ensure consistency, completeness and accuracy of billing particularly related to travel ancillary services such as Visa, Insurance, car, bus and rail Requirements Minimum 7+ years of experience developing and managing large teams across multiple locations, with experience in managing the dynamics of widely dispersed team High degree of focus on achieving customer satisfaction score goals and executing the net promoter score strategy within the business Ability to lead front line team leaders and managing effective coaching of employees Drive results in changing environment Demonstrate the ability to implement innovative solutions to improve customer satisfaction. Process solution focused in an operational environment Understanding of travel financial capture processes and controls from front line perspective to prevent revenue leakages Experience working with quality processes and measures. Knowledge of corporate travel economics and processes preferred Strong sales & client facing skills – dynamic executive presence Ability to manage and engage teams virtually Ability to travel (approx 10%) for crisis management situations and regular business review with clients at onsite locations Proven ability to effectively communicate and influence #LI-SJ1 Location India >Karnataka >Bangalore It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds. GBT Recruitment Privacy Statement For help, please contact our support team at [email protected] .