Assistant Service Delivery Manager

Position Summary

Aspire Lifestyles (www.aspirelifestyles.com) is part of International SOS, a leading travel, medical and security assistance
company. We have clients like HDFC, AMEX, BMW, Club Jolie, ICICI Bank, AU Small Finance Bank, VISA, Standard
Chartered Bank, HSBC, Tata Motors EV, YES bank, Bandhan Bank, Club Mahindra etc.
To directly lead, coordinate and drive the bespoke fulfilment of requests and services to the highest level of quality. To
drive performance with a mind-set of creating the best possible experience to all users of our Service Delivery unit. To
enable the delivery of white glove service to affluent and high net worth segments across the globe.

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.

Quality

• Works closely with the Partnership Development team to ensure all offers and benefits are operationalized
• Manages all escalations and complaints with the appropriate priority and diligence.
• Ensures call and case quality compliance.

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.
• Managers, coaches and motivates direct reports, ensuring that they are well trained on their duties

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)

Other Duties

• Works within and promote all International SOSs policies, procedures and corporate values.
• 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.

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

Desirable Work Experience:

• 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