Team Leader
Bogota, Colombia
hace 5 días


Ensure all customer service levels and deliverables pertaining to account assigned are achieved. Project management could include program implementation, providing client and team support / training, and managing special projects.


  • Outlines strategy and communication plan for dedicated client
  • Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements
  • Ensures new account implementation and start-ups are successful based on client feedback and agreed upon measurements
  • Ensures that processes, application of technology and compliance measures align with client's global objectives
  • Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
  • Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement

  • Develops strategic partnerships with multiple contacts within client and supplier organizations.
  • Participates in client meetings, presentations and quarterly / annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
  • Leads weekly team meetings with client contacts to discuss volume, productivity, customer deliverables, process, and service levels.
  • Resolves customer inquiries which have been escalated
  • Communicates customer inquiries to Manager and Director which have the potential to escalate.
  • Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels.
  • Resolves problems and removes obstacles through interaction with other functional departments.
  • Escalates obstacles while presenting solutions to Manager and / or Director.
  • Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
  • Acts as primary liaison between local / country operation and client's regional Compliance Department
  • Acts as primary liaison between local / country operation and client's global program owner (based in US)

  • Strategize with manager to analyze, forecast, implement and manage financial and operational measures to track results.
  • Manages Client Financial Services Settlement Statement
  • OTHER :

  • Manages special projects as assigned by the Manager and / or Director
  • Perform other duties as assigned
  • Qualifications :

  • Strong ability to interact with client contacts at a meeting level and key contact level
  • Fluent English Required
  • Leadership of meeting management a plus
  • Knowledge of meeting sourcing and or planning as required by account portfolio
  • Knowledge of meeting industry
  • Program management system and meetings industry technology experience preferred
  • Understanding of and ability to effect win / win solutions.
  • Prior successful experience in developing and maintaining key client and supplier relationships.
  • Prior experience in effectively handle multiple projects / demands.
  • Strong knowledge business financials, contracts and service levels
  • College degree preferred.
  • Proven aptitude for analytical skills required.
  • Ability to travel by airplane, boat, rail and / or car.
  • CMP designation a plus.
  • Bogota

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