Service Delivery Director

hace 2 semanas

Barranquilla, Colombia Sutherland A tiempo completo

Sutherland Global Services is seeking a dynamic and strategic-thinking person to join us as a **Service Delivery** **Director overseeing our Banking Vertical** **in Barranquilla**. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

**Banking Directors in this role get to**:
**Impact the Bottom Line**: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations

**Build the Company**: Partner with all divisions across all segments in efforts to improve and drive performance

**Define Sutherland’s Reputation**: Oversee and manage performance and service quality to guarantee customer satisfaction **Take the lead**: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met

**Improve the Company**: Make recommendations to enhance processes and boost ease and efficiency

**Strengthen Relationships**: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
- 5+ years of BPO senior leadership experience overseeing **US Customer Service** campaigns/accounts (specific banking experience is **not **needed)
- Strong client-facing experience/skill set
- Ability to be creative and resourceful in finding effective solutions to problems and situations
- Strong analytical skills - be able to interpret data, identify trends, and make suggestions for improvements
- Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem-solving skills
- Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
- Persistence in working through challenges and doing whatever it takes to get the job done
- Demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts
- Ability to be strategic in developing solutions and process improvements

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