Global Service Delivery Leader Job (Madrid, SPAIN, ES)

Global Service Delivery Leader-1106483DescriptionThe Director will be dedicated to a Large Global Client. The Director is charged with achieving high quality of service across the regions, owning & meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met. Identifies the business needs and opportunities globally, establishes priorities, and allocates resources to the client operation to maximize client satisfaction.The Director will work with the Client & American Express Client Management to define & execute mid and long-term strategies. The successful candidate will lead, communicate and translate these service delivery strategies into defined tactical actions to maximize the Business Travel value proposition to the Client.Key accountabilities:· Single senior management point of contact for Global Service Delivery for the Client· Ensures the Client's team perform against agreed KPI/SLA goals· Drives continuous improvement through training initiatives and process improvements· Lead and ensure the successfully deployment of key projects and drive savings as agreed with the Client· Facilitate global best practice sharing· Ensures consistent communication across all markets & teams· Deliver on global operating efficiencies· Ensure that the Client's, audit and compliance requirements are met· Liaise with Service Delivery teams globally to understand obstructions with any processes causing challenges and engage the Client's Travel Management and Amex SDN/SDO teams to drive process changes.· Manage the overall customer experience and liaise with the Quality Teams to understand root cause of issues and complaints and drive improvements· Be the senior management point person for the Client on Service Delivery issues / escalations and take accountability to remedy any service failures.American Express is an equal opportunity employer. Broad and deep knowledge of complex global Travel Service Delivery operations & processes Strong commercial judgment with the ability to balance growth, retention and profitability business goals against operational constraints and risk.Excellent interpersonal skills including written & oral communication skills Strong project management skills with the ability to manage multiple global projects simultaneously Strong influencing skills internally & externally A campaigning and inclusive style of leadership, supported by clear understandable strategies with a strong focus on results. Highly credible people leader able to effectively manage and grow in a matrix management structure.Job: TravelPrimary Location: Spain-Spain-MadridSchedule: Full-time

This position, Global Service Delivery Leader Job (Madrid, SPAIN, ES), was posted on June 22, 2011. The job is located in Madrid. The employer is American Express. Since this job has been published, it has been viewed 43 times.