Job description
Job Mission: The Service Delivery Manager is responsible for managing a team of team leaders at different levels. The Service Delivery Manager coaches, mentors and motivates team leaders while driving the group performances and contributes actively towards GCO initiatives where required.
Interpersonal Skills
- People leadership: Excellent leadership skills, including great communication, coaching, and change management. Love to build and manage relationships across multiple groups with very diverse backgrounds.
- Effective coaching: Passion for coaching with excellent questioning and listening skills. Communicate, monitor, and assess employee performance. Take an active part in all staff development strategies to continually improve and strengthen the teams.
- Problem solving: Excellent problem-solving and trouble-shooting skills. Ability to delegate to and prioritize tasks for others. Willingness to adapt to frequently shifting priorities and to work with ambiguous and complex situations that do not necessarily have a prescribed resolution.
- Managing complexity: able to work effectively in a complex, diverse, changing, and demanding service environment. Capable of prioritizing, multi-tasking, and handling high volume effectively. Adapts well and is energized by change whilst maintaining focus on key business goals and personal objectives. Self-motivated and able to work well with frequently shifting priorities.
- Customer service focus: Produce outstanding results both professionally and personally by being proactive and committed. Continually focus on achieving positive results contributing to the business success of Egencia.
- Excellent communication: Highly professional written, verbal, listening and influencing skills. Friendly, confident manner with all levels.
- Data driven: Strong analytical skills, experience in analyzing customer service operations data and metrics.
Professional Skills & Tasks
Drive Performances:
- Accountable for team’s results and contribution to GCO objectives.
- Manage direct reports performances by setting expectations, coaching and trustful communication.
- Create and maintain continuous improvement and goal oriented work both for Egencia internal and vendor service teams as required.
- Experienced in meeting and achieving financial metrics and service targets in a high volume, rapidly changing and demanding service environment.
- Can articulate and develop longer term objectives and goals and deliver towards them.
General Management & Communications:
Participate actively and regularly in management activities with their colleague team leaders, and manager.
Communicate to team on GCO strategy and results.
Change management – ability to communicate and support team through changes.
Develop Self & Others:
- Participates continuously in Egencia Team Leader development program.
- Possess specialist skills that they actively transfer to their peer group, including mentoring team leaders.
- Has proven records of successful people management and leading high performing teams.
Transversal Collaboration:
- Collaborate effectively on GCO continuous improvement efforts with other GCO functions and contribute actively on transversal GCO initiatives.
- Create and maintain a strong partnership with Planning & Controls on forecasting, scheduling, and day to day activity management.
- Collaborate when required with Client Services and the commercial organization for success in new business acquisition and client retention.
Why Join Egencia?
Connections matter when it comes to business, and those connections start with our inclusive team of travel enthusiasts and technologists.
Our customers love working with us because we know satisfied customers start with a knowledgeable and enthusiastic team to support them. So, we’re committed to creating an inclusive work environment with a diverse workforce. We make sure every voice is heard. We trust each other to get great work and we encourage everyone to speak up, speak out, and be themselves.
Our culture:
We thrive in a culture of curiosity - constantly reinventing for the future. It's the people that make Egencia so special, so we want to make sure they’re happy. We do this by offering flexible working opportunities, competitive packages and by making sure we have fun along the way.
Business travel is on the road to recovery, and as part of the world’s largest corporate travel marketplace, we’re in a strong position to define the future of business travel as we lead the industry into a new era.
If this all sounds like something you’d like to jump on-board with visit Egencia.com or check us out on LinkedIn, Twitter, and Facebook.
Egencia is wholly owned by American Express Global Business Travel (GBT). GBT is a joint venture that is not wholly owned by American Express Company or any of its subsidiaries (American Express). “American Express Global Business Travel”, “American Express", and the American Express logo are trademarks of American Express and are used under limited license. “American Express Meetings & Events” is a division of GBT.
Location
The US national annual base salary range for this position is from $58,500 to $118,000. The national range provided includes the base salary that Egencia expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our 2022 Benefits-at-a-Glance document.
2022 Benefits-at-a-Glance - Egencia
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
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