Assistant Service Delivery Manager

Overall, Purpose of the Job: 

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. 

OVERVIEW 

• The Assistant Service Delivery Manager, Aspire Lifestyles Japan is responsible for the day-to-day management of people, customer requests and systems to ensure KPI’s 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: 

• Credit Card  

• Banks:  Private Banking, Wealth Management, Credit Card Issuing Banks 

• Insurance, Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc. 

Specific Duties: 

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. 

• Works with Sales and Marketing to retain good working relationships with key client contacts. 

• Actively supports all new proposals, renewals and RFP’s by developing and maintaining operations workflows to support consistent sales and commitments locally, regionally and globally as assigned.   

• Lead and support program implementations locally, regionally and globally as required. 

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. 

• Closely partners with QA/Training to conduct call and case reviews across operations 

• Ensures compliance to all standards as set out by Group (Concierge Standards, PCI-DSS, ISO). 

• Closely partners with Quality Assurance / Training to conduct call and case reviews across Operations 

People Management 

• Ensures that resource requirements are well understood for the purpose of financial planning and recruitment. 

• Supports 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. 

• Supports Service Delivery Manager to set clear standards, plans and targets for direct reports and monitor their performance through regular supervision, identifying training needs where appropriate. 

• Ensures all department team members are familiar with all relevant Aspire Lifestyles and International SOS policies and procedures and that they are followed at all times. 

• Participates in formulation of reward and recognition programs to motivate the team and promote exceptional performance.   

• Ensures monthly rosters consider staff skill sets and cater to business requirements. 

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, contains 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 Profile: 

Required Competencies: 

• Leadership  

• Leads by example and is a role model. Able to influence and guide individuals and groups towards achieving their goals. 

• Delegates appropriately within the team, playing to the strengths of individuals. 

• Is decisive in difficult situations, keeping others informed and standing by decisions taken. 

• Demonstrates organization values in day-to-day duties. 

• Customer Service Focus 

• Driven by Customer Service excellence. 

• Anticipates and identifies customer requirements, providing extra value-added services to exceed their expectations. 

• Supports and encourages others to deliver superior services across the organization. Provides the tools and information to make this happen. 

• Measures and evaluates service levels using a variety of approaches. 

• Communication Skills 

• Influences audiences effectively in challenging and/or adversarial situations. 

• Simplifies, condenses and communicates ideas and concepts from many sources. 

• Facilitates department meetings and discussions effectively. 

• Keeps people well informed of key issues impacting the business. 

• Problem Solving 

• Converts original ideas and creative approaches into practical solutions. 

• Quick and resourceful in mastering facts, information and knowledge to help others solve business problems. 

• Motivates others to adopt diverse problem-solving techniques and processes. 

• Utilizes experience and knowledge to effectively manage case resolution and escalation in the most effective and efficient way. 

• Uses peer relationships to coordinate the resolution of complex cases across regions and between Aspire Lifestyles centers. 

• Drive for Results 

• Concentrates on value adding business opportunities and focuses employee efforts on them. 

• Recognizes and rewards the achievement of (both team and individual) results. 

• Exercises leadership by being decisive and action oriented. 

• Sets ambitious goals and high standards of performance for self and others. 

• Shows personal accountability and holds others accountable for achieving results. 

• Business Focus 

• Understands the business issues impacting the organization and the industry, especially on a cross border and functional basis. 

• Makes sound decisions to deploy limited financial and other resources within case management situations. 

• Actively seeks out potential product and service synergies to maximize customer satisfaction. 

• Is credible and can front client meetings. 

• Teamwork and Collaboration 

• Maintains the focus of the team on their goals, building a collaborative work ethic. 

• Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths. 

• Effectively manages the various relationships across teams within the business. 

• Developing and Coaching 

• Inspires others to commit to continuous self-development. 

• Provides instructions and explains by positive modelling in order to help others develop skills. 

Required Work Experience and background: 

• Experience working in a lifestyle or Travel concierge and/or call center operational environment 

• Experience in a manager/supervisor role of a customer service operational department  

• Business Acumen 

• Client account management experience  

• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook  

Desirable Work Experience: 

• Experience in the Credit Card/hotel/travel industry  

Required Qualifications: 

• Bachelor’s degree or equivalent 

Travel Requirements: 

• Experience in the Credit Card/hotel/travel industry  

Required Languages: 

• Native Japanese and Excellent oral and written English language skills 

• Excellent written and oral English Language