Senior Director, Disputes & Resolutions

Multi-function / multi-region leader

Explorador de carreras · Customer Operations & Contact Centers · Disputes & Resolutions Management

M4 · Senior DirectorContribución individualSenior Director

Standard where organizational scale supports the level

Qué implica el puesto

Autonomía: Large department / multiple portfolios
Alcance: Large department / multiple portfolios
Horizonte de tiempo: 2-3 years
Experticia y criterio: Integrates functions, shapes enterprise decisions, builds leadership pipeline
Impacto esperado: Large-scale transformation and business results

Habilidades esperadas (24)

Agrupadas en humanas, profesionales y técnicas. La proficiencia meta usa la escala P1–P5, y cada fila describe qué significa ese nivel para esa habilidad en particular.

Humanas (13)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Coaching Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Decision making Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Delegation Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Executive communication Communication & Influence	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Feedback delivery Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Risk judgment Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Stakeholder management Communication & Influence	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Strategic thinking Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Talent development Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Conflict resolution Communication & Influence	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
De-escalation Operational Human Skills	Supporting	P4	Models and institutionalizes De-escalation across teams.
Inclusive leadership Collaboration & Leadership	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Service empathy Operational Human Skills	Supporting	P4	Models and institutionalizes Service empathy across teams.

Profesionales (11)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Business acumen Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Financial acumen Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Performance management Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Case management Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Case management, integrating risk, metrics and stakeholder needs.
Contact center analytics Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Contact center analytics, integrating risk, metrics and stakeholder needs.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Customer Satisfaction (CSAT), integrating risk, metrics and stakeholder needs.
Customer escalation management Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Customer escalation management, integrating risk, metrics and stakeholder needs.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for First Contact Resolution (FCR), integrating risk, metrics and stakeholder needs.
Omnichannel customer service Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Omnichannel customer service, integrating risk, metrics and stakeholder needs.
Resource management Program, Risk & Sustainability	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Ticket management Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Ticket management, integrating risk, metrics and stakeholder needs.

Escalera de carrera

Se llega desde

Director, Disputes & ResolutionsM3

Siguientes pasos

AVP / Head of Disputes & ResolutionsM5Ascenso en gestión
Move into a major function/geography executive layer; translate enterprise strategy into a broad operating domain and own strategic outcomes.

People management requires sustained evidence of coaching, performance management, staffing judgment and organizational leadership - not simply greater individual expertise.

Qué cambia para avanzar

Move into a major function/geography executive layer; translate enterprise strategy into a broad operating domain and own strategic outcomes.

Fuente: PROCOMER FTZ benchmark; SFIA; PMI · MF305-M4