Bilingual Service Delivery Manager

• 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.

• Other Duties as assigned.

• Strong professional presence and communication skills.

• Travel GDS and CRM knowledge

• Comprehensive understanding of relevant Travel Industry specific standards and regulations

• Ability to thrive in fast-paced, evolving environments.

• Strategic leadership, delegation, and coaching capabilities.

• Business acumen and client trust-building.

• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio).

• 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

• This position is a non-travel position.

• Flexible schedule, including evenings, based on business needs.

• Must have a dedicated, quiet, and private workspace free from distractions.

• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

• Reliable high-speed uninterrupted internet connection meeting minimum company standards.

• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.

• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies

International SOS