Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Service Delivery Manager overseeing travel service operations for International SOS. Coaching teams to deliver exceptional client experiences and operational excellence.
Responsibilities
- Lead, coach, and motivate remote teams, ensuring effective training, support, and performance evaluations.
- Manage staffing levels aligned with business needs.
- Establish clear goals and standards, monitor progress, and address development needs.
- Design and implement recognition programs to drive engagement.
- Maintain team engagement through consistent activities and HR collaboration.
- Manage operations to meet budget, quality, productivity, and satisfaction goals.
- Develop and document SOPs for new and existing policies.
- Partner with HR and Training to ensure hiring and training excellence.
- Build infrastructure to support new and growing business.
- Champion a high-touch service culture aligned with 'Extraordinary Every Time'.
- Ensure adherence to call and case quality standards.
- Resolve escalations and complaints with urgency and professionalism.
- Support audit readiness and ensure compliance.
- Maintain alignment with Aspire Lifestyles and International SOS policies.
- Establish consistent communication channels across teams.
- Deliver performance presentations to senior management and clients.
Requirements
- Minimum 5 years in travel, lifestyle, or hospitality services.
- Minimum 5 years managing teams of 15+ in a call center environment.
- Must possess relevant Supervisor Travel Industry Certification accordance with local requirements.
- Experience with travel programs (air/hotel) and B2B models preferred.
- Bachelor’s degree or equivalent experience required.
- Highly proficient communication in English (verbal and written) required.
- Proficient communication in French (verbal and written) required.
Benefits
- Accommodations are available upon request throughout the selection process.
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