Assistant Service Delivery Manager

SOS International; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Medical coverage for employees

Engaged and empowered work culture

Job summary

SOS International is seeking a management-level professional in Mumbai to coordinate service delivery at the highest quality. Your role involves managing workflows, training teams, and ensuring compliance with service standards.

With a minimum of 4 years in a management role, you will oversee a diverse team, handle escalations, and work towards enhancing client satisfaction. The position promises a rewarding work culture and medical coverage for employees.

Qualifications

• 4+ years of management experience in lifestyle or concierge environment.
• Experience managing a department of at least 10 people.
• Call center operational experience is preferred.

Responsibilities

• Lead and coordinate service delivery to high standards.
• Manage escalations and ensure quality compliance.
• Support financial planning and recruitment processes.

Skills

Management experience in lifestyle or concierge environment

Business acumen

Customer service expertise

Working knowledge in MS Office (Word, Excel, PowerPoint, Outlook, Visio)

Job description

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

• Drives high touch ofserviceacross allservicedeliverychannels (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.

Client &ServiceFocused

• Drives high touch ofserviceacross allservicedeliverychannels (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 ofServiceDelivery.
• Managers, coaches and motivates direct reports, ensuring that they are well trained on their duties

Audits and Compliance

• Drives preparations for Aspire LifestylesServiceDeliveryaudits 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
• Experienceworking at a management level for minimum 4 years
• Experience in the management role of an operational department (minimum 10 people)
• Experience workingin a call centre operational environment
• Business acumen
• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio
• 3-5 years of experience in the Customerservice/ banking/hotel/travel industry

We take care of our employees

• Medical coverage for employee
• Highly engaged and empowered work culture