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The Director is charged with achieving high quality of service across the regions, meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met.
Maintaining strategic partnerships with key linkages, identifies the business needs and opportunities globally, establishes priorities, and allocates people and financial resources to the client to maximize client satisfaction.
Deliver on global operating efficiencies by eliminating non value adds.
Support end to end process re-engineering in collaboration with colleagues.
Manage profitability & support management of productivity effectively
Ensure the successfully deployment any initiatives and drive savings as agreed with the client
Effectively manage technology to ensure delivery of quality availability
Ensure BCP, audit and compliance requirements are met
Radically transform the quality service we deliver to the client through innovative change management ideals and inspiring communication
Ability to move the client globally to the next level of service excellence
Create sustainable customer value loyalty.
Consistently improve quality metrics month on month through transaction based surveys
Ensure focus is given to quality in all interactions with the client.
Work with project groups to fix broken processes
Be the senior management point person for the client on Service Delivery issues / escalations and take accountability to remedy any service failures.
Lead, motivate, develop, and attract talent
Broad and deep knowledge of complex Travel Service Delivery processes
Strong commercial judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.
Able to build effective bridges and win-win solutions across a matrix environment.
Proven Ability to champion and take executive leadership for cross business reengineering and other change programmes.
Knowledge and business understanding of exploitation of Technology in travel service operations.
The ability to demonstrate 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.
Demonstrable success as a strong negotiator and influencer.
Demonstrated ability to lead a radical transformational program in a complex environment.
Free job description Client Services Director
The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for the contract and its performance, retention, customer satisfaction and reviewing expansion opportunities.