Manager, Global Service Delivery

3 weeks ago

Phoenix, United States Bristol Global Mobility Full time
Job DescriptionJob Description

This position can be remote from anywhere in the USA.

Position Summary:

Manage Bristol’s Global Service Delivery Team, including all daily aspects of Service Delivery, team development, caseload management, internal communication, and overall team functions. Possess knowledge, understanding, and involvement with the corporate client on day-to-day transactions, issue resolution, and policy administration, working in conjunction with the Director of Global Service Delivery.

Essential Duties and Responsibilities include the following:

  • Foster Bristol’s culture of Connect vs Control within the Service Delivery Team.
  • Foster a desire to lead people through curiosity, empathy, and compassion.
  • Manage Associate Mobility Advisors, Mobility Advisors, and Team Leads including frequent 1:1’s, ongoing training and coaching, communication of company goals, and the implementation of new or revamped processes.
  • Prepare and conduct recurring performance reviews for the Associate Mobility Advisor, Mobility Advisor, and Team Leads.
  • Monitor the performance of the Service Delivery team to ensure the highest levels of performance excellence, consistency of process, improvement, and innovation.
  • Monitor, troubleshoot, and address any areas of day-to-day or overall client and transferee dissatisfaction and mitigate the risk of reoccurrence.
  • Monitor monthly survey satisfaction ratings, survey response results, and investigate any negative scores or comments from Transferees or Client contacts.
  • Manage day-to-day Service Delivery operations
  • Review Team Lead reporting and widget audits.
  • Identify areas of improvement and conduct additional team training as needed.
  • Administer MA client assignments and the distribution of new authorizations.
  • Review and balance PTO requests to align with client assignments and PTO coverage availability.
  • Serve as Tier 3 internal escalation contact for Mobility Advisors, Team Leads, and Client Engagement Directors.
  • Provides evidence-based solutions and industry best practices to Client Engagement Directors and Client Contacts.
  • Coach and train Service Delivery Team Members
  • Facilitate new associate onboarding.
  • Collaborate with Team Leads on client-specific implementation and recurring policy training.
  • Ensure 100% compliance of all internal processes by the Service Delivery team.
  • Keep the Director of Global Service Delivery informed of task accomplishment, issues, and status.
  • Lead and facilitate team huddles.'
  • Serve as a liaison for Service Delivery for internal department meetings and projects

Requirements

  • Proven work experience as a peer mentor and/or team leader.
  • Experience training teams on intricate processes.
  • Experience in people management or mentorship.
  • In-depth knowledge of quality metrics and translating data to actionable items.
  • 4+ Mobility Advisor experience in a team-oriented fast-paced environment or similar experience

Benefits

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Compensation & Benefits

  • Salary plus commission
  • Unlimited paid time off
  • Medical, Dental and Vision Benefits
  • FSA & HSA accounts
  • 401k with 50% match
  • Life and personal accident insurance
  • Adoption assistance
  • Tuition reimbursement
  • Employee assistance program
  • Marketplace for personal shopping discounts

Connection and belonging at Bristol

At Bristol Global Mobility, we are committed to leading a diverse and inclusive workplace where all our people are empowered to succeed. As a committed signatory of the UN Women’s Empowerment Principles (WEPs), CEO Action and member of Includability, we are passionate about equal opportunities and actively encourage applicants from all backgrounds.

If you have a disability or condition which may affect your ability to take part in our application process, please let us know and we will make reasonable adjustments for you.


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