Director Hotel Care SDL BPO (MFX)

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams known as Heartists bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized memorable and sustainable experiences.

Here we create new ways to travel within each of our 5500 hotels connecting closely with our 100 million clients in 110 countries.

Here we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here your scope will know no boundaries;

So join us and dare to make an impact on the world!

Your mission:

• Implement the global support strategy across all outsourced centers and internal teams.

• Manage and develop the operations team to oversee daily performance and issue resolution.

• Govern vendor relationships including contract compliance SLA monitoring and performance reviews.

• Coordinate escalation flows between Level 1 regional centers and Level 2 global support.

• Monitor KPIs and service levels across regions; provide consolidated reporting to senior leadership.

• Improve the overall quality of the support provided

• Drive process harmonization knowledge management and technology alignment across all centers.

• Lead crisis management and major incident resolution involving multiple regions and stakeholders.

• Manage budget and optimize cost structure for outsourced operations.

Qualifications :

And you

• Minimum 8 years in global support operations; experience with outsourced models.

• Expertise in ITIL service delivery and vendor governance.

• International & operational experience is a plus

• Strong leadership and people management skills.

• Excellent communication and negotiation abilities.

• Fluent in French and English; additional languages are a plus.

Additional Information :

Accor dares to impact:

- the world

• Accor is committed to the world around us with a strong employer culture focused on the development of our 300000 talents.
• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.

- your career:

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
• Training and career paths are defined both individually and collectively allowing us to grow together on a daily basis.

- Specifically at Accor Tech & Digital:

• Remote work in France and flexible work options: work from home our offices or even our hotels and coworking spaces.
• Every Wednesday afternoon dedicate your time to deep work and personal development.
• Work in a multicultural and English-speaking environment.
• Continuous improvement & training: Hackathons exceptional technology partnerships dedicated talent management and a dedicated training platform Digitech Academy & certifications.

and also

• ALL - Heartist Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
• Heartist for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
• Sustainable Mobility Package up to 600 for the use of green transportation or 75% coverage of Pass Navigo (public transportation pass).
• 10 meal vouchers.
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
• Attractive working conditions with collaborative workspaces restaurants and recreational and sports areas.

Your talent and motivation are our only selection criteria.

We value the richness of the diverse nationalities personalities and professional backgrounds.

We know how to adapt to the specific needs of our employees including those with disabilities.
We encourage all applications regardless of gender so go ahead and apply!

Recruitment is all about people!

Is this mission appealing to you Apply and we will offer you:

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
2. An interview with the team manager responsible for the role you are interested in.
3. For some roles you might also be required to complete an assessment (use case and motivation questionnaire.
4. A final interview with our Human Resources team to discuss our Groups culture work environment training program career prospects as well as various benefits offered by the Group.
5. A personalized feedback.

#accortechdigital

Remote Work :

No

Employment Type :

Full-time

Key Skills
B2B Sales,Customer Service,Communication skills,Outbound Sales,Account Management,Upselling,Customer Support,Data Mining,3G,Human Resources,Internet Of Things,4G/LTE
Experience: years
Vacancy: 1