Assistant Service Delivery Manager

Position Summary

The Assistant Service Delivery Manager, Aspire Lifestyles, is responsible for the day-to-day management of
people, customer requests and systems to ensure KPIs and Service Levels are met.
The keys to success are the ability to operate in a fast-paced environment and being resourceful to meet the
ever-changing needs and demands of customers.
Collaboration and coordination will be essential between management and peers worldwide as well as
functional heads such as Sales, Finance, Partnerships.
The key client segments are:
Banks: Private Banking, Wealth Management, Credit Card Issuing Banks
Credit Card and Insurance Organizations
Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc.

Key Responsibilities

Client & Service Focused

Drives high touch of service across all service delivery channels (Phone, chat, email, web, and so on).
Has complete understanding of all clients’ contractual agreements and translate these into standard operating
procedures and specific workflows.
Ensures fulfillment of all client-specific SLA’s and KPI’s both internally and externally, using the most cost
effective and efficient means appropriate.

Quality
Works closely with the Partnership Development team to ensure all offers and benefits are operationalized and
systematically used in servicing our clients¡¦ customers.
Manages all escalations and complaints with the appropriate priority and diligence.
Ensures call and case quality compliance.
Enables a creative and resourceful environment and atmosphere that drives and stimulates the delivery of
positive customer experiences.

People Management
Ensures that resource requirements are well understood for the purpose of financial planning and recruitment.
Supports the recruitment process as directed by the Head of Service Delivery.
Manages, coaches and motivates direct reports, ensuring that they are well trained on their duties and
appraised for their performance.

Audits and Compliance
Drives preparations for Aspire Lifestyles Service Delivery audits whether of an internal or external nature
Ensures that BCP and DR protocols are followed during any threat to business (rapid escalation)

Profitability
Maximizes profitability of the department with ongoing continuous improvements of processes and workflows,
includes cost of sales, manages staffing costs related to the service delivery requirements and maximizes the use
of existing resources with the addition of new programs or services.

Communication
Establishes regular communication mechanisms to ensure the team is clear on organizational and team
objectives.
Facilitates department performance presentations to Senior Management and external clients when required.
Partners with internal stakeholders to ensure correct use of shared resources, including training and quality, HR
and recruitment, IT, and other cross-functional resources
Actively contributes to monthly team meetings.

Other Duties
Works within and promote all International SOS’s policies, procedures and corporate values.
Is aware of International SOS’ OH&S policies, practices and procedures and actively participate in the ongoing
development and enhancement of these important areas of our business.
Undertakes project work and other reasonable duties as requested by the Head of Aspire Lifestyles Operations.
Consult on and implement new technological initiatives as driven locally and within the group, including digital
channels, CRM development and change management.

Job Requirement

Required Work Experience/Knowledge:

• Experience working at a management level within the lifestyle or concierge environment
• Experience working at a management level for minimum 4 years
• Experience in the management role of an operational department (minimum 10 people)
• Experience working in a call centre operational environment
• Client account management experience
• Business acumen
• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio

• 3-5 years of experience in the Customer service / banking/hotel/travel industry

We take care of our employees

Medical coverage for employee

Highly engaged and empowered work culture

Continuous learning & development