Assistant Service Delivery Manager

Position Summary The Assistant Service Delivery Manager, Aspire Lifestyles, is responsible for the day-to-day management ofpeople, 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 theever-changing needs and demands of customers.Collaboration and coordination will be essential between management and peers worldwide as well asfunctional heads such as Sales, Finance, Partnerships.The key client segments are:Banks: Private Banking, Wealth Management, Credit Card Issuing BanksCredit Card and Insurance OrganizationsTelecommunications, 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 operatingprocedures and specific workflows.Ensures fulfillment of all client-specific SLA’s and KPI’s both internally and externally, using the most costeffective and efficient means appropriate.
QualityWorks closely with the Partnership Development team to ensure all offers and benefits are operationalized andsystematically 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 ofpositive customer experiences.
People ManagementEnsures 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 andappraised for their performance.
Audits and ComplianceDrives preparations for Aspire Lifestyles Service Delivery audits whether of an internal or external natureEnsures that BCP and DR protocols are followed during any threat to business (rapid escalation)
ProfitabilityMaximizes 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 useof existing resources with the addition of new programs or services.
CommunicationEstablishes regular communication mechanisms to ensure the team is clear on organizational and teamobjectives.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, HRand recruitment, IT, and other cross-functional resourcesActively contributes to monthly team meetings.
Other DutiesWorks 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 ongoingdevelopment 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 digitalchannels, 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

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