Head of Service Delivery

المسمى الوظيفي

411_2949659

Overview

Head of Service Delivery at International SOS

Overall Purpose: Enable delivery of white glove service to affluent and high net worth customers by leading, coordinating, and driving operational solutions. Bring world class experiences through high touch, multi channel and bespoke offerings.

Key Client Segments

• Banks: Private Banking, Wealth Management, Credit Card Issuing Banks
• Credit Card and Insurance Organisations
• Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc.

المسؤوليات

• Lead Service Delivery & Operations: coordinate and drive operational solutions to enable white glove service, manage end‑to‑end platform performance, partner with cross‑functional teams, implement automation, launch new technology, and manage escalations and client reporting.
• People & Talent Management: recruit, train, engage, assess performance, and manage staff roster and resource needs in collaboration with HR and Finance.
• Quality, Profitability & Compliance: maintain a Quality Assurance plan, ensure compliance with PCI‑DSS, ISO and audit requirements, track financial performance, lead cross‑functional engagements, and oversee Business Continuity Planning and Disaster Recovery.

Required Competencies

• Cross Cultural Leadership
• Customer Service Focus
• مهارات التواصل:
• Problem Solving
• Drive for Results
• Business Focus
• Teamwork and Collaboration
• Developing and Coaching

Required Work Experience/Knowledge

• Experience working at a management level (minimum 8 years) ideally within the lifestyle or concierge environment.
• Management experience across operations, training and quality an advantage.
• Must have worked in a multi‑cultural, matrix environment and in a regional capacity.
• Exposure to multi channel delivery platforms including digital and mobile (advantage) delivery and customer interaction platforms.
• Experience working in a call centre operational environment.
• Client account management experience and solid business acumen.
• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio.
• Desirable Work Experience: Experience in the banking/hotel/travel industry.

المؤهلات المطلوبة

• MBA or Masters preferred.

Required Languages

• Excellent oral and written English and local language skills.

Travel Requirements

• Frequent travel may be required.

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2026-05-25 15:52:32