International SOS

Bilingual Service Delivery Manager

International SOS

full-time

Posted on:

Location Type: Office

Location: New Brunswick • Canada

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About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SOP developmentperformance evaluationbudget managementquality assuranceescalation resolutioncompliance managementteam managementtraining excellencecall center operationsB2B models
Soft Skills
leadershipcoachingmotivationcommunicationproblem-solvingengagementcollaborationpresentation skillsorganizational skillsservice culture
Certifications
Supervisor Travel Industry Certification