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Senior Coordinator of Service Delivery Management - GBS Americas Job Opening In Bogotá – Now Hiring SGS


Job description

Job Description

We are seeking a dynamic and strategic Senior Coordinator of Service Delivery Management to lead customer service operations within our Global Business Services (GBS) organization.

This role is pivotal in enhancing customer experience, driving continuous improvement, and implementing cutting-edge technologies to optimize service delivery across global business units.

Key Responsibilities

  • Customer Service Management:
    Lead and coordinate global customer service operations, ensuring high-quality standards and customer satisfaction.

    Manage teams, resolve issues efficiently, and monitor KPIs (NPS, SLAs).

  • Process Optimization & Automation:

    Drive continuous improvement using Lean, Six Sigma, and Kaizen.

    Implement RPA, AI, and chatbots to streamline operations and reduce costs.

  • Performance Analysis & Reporting:

    Monitor service KPIs, generate performance reports, and apply advanced analytics to anticipate customer needs and trends.

  • Cross-functional Collaboration & Leadership:

    Partner with finance, HR, IT, and other GBS functions to align service strategies.

    Lead change management initiatives and foster a culture of innovation and excellence.

  • Technology & Tools Management:

    Oversee the deployment of digital tools and platforms, ensuring seamless integration and operational efficiency.

  • Qualifications

  • Education:

    Bachelor’s degree in Business Administration, Industrial Engineering, Computer Science, AI, or related fields.

    Master’s degree preferred.

  • Experience:

    5–7 years in customer service management, ideally within GBS or multinational environments.

  • Technical Skills:

    Advanced Microsoft OfficeHands-on experience with RPA, AI, chatbotsCRM and ticketing systemsData analytics tools (Excel, Power BI, Tableau)Project management in tech-driven environments
  • Languages:

    English proficiency at B2+ or C1 level.

  • Required Skill Profession

    Business Operations Specialists


    • Job Details

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    Are You Looking for Senior Coordinator of Service Delivery Management GBS Americas Job?

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at SGS adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Colombia laws and regulations

    What Is the Average Salary Range for Senior Coordinator of Service Delivery Management GBS Americas Positions?

    The average salary range for a varies, but the pay scale is rated "Standard" in Bogotá. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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    SGS interview tips for Senior Coordinator of Service Delivery Management   GBS Americas

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