Job Description

Assistant Service Delivery Manager

Location:

Mumbai

Company:

Aspire Lifestyles (part of International SOS)

Reports To:

Head of Assistance / Head of Service Delivery

Direct Reports:

None

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About Aspire Lifestyles

Aspire Lifestyles, a part of International SOS, is a global leader in concierge and lifestyle services. We deliver premium experiences to affluent and high-net-worth customers worldwide.

Role Overview

The Assistant Service Delivery Manager is responsible for managing day-to-day operations, ensuring exceptional service delivery, and meeting KPIs and SLAs. This role requires strong leadership, problem-solving skills, and the ability to thrive in a fast-paced environment while maintaining a "white glove" service standard.

Key Responsibilities

Client & Service Management

+ Ensure high-touch service across all channels (phone, chat, email, web).
+ Translate client contractual agreements into SOPs and workflows.
+ Fulfill client-specific SLAs and KPIs efficiently.
+ Support proposals, renewals, and RFPs with operational workflows.
+ Lead and support program implementations locally and globally.

Quality Assurance

+ Manage escalations and complaints promptly.
+ Ensure compliance with call and case quality standards.
+ Partner with QA/Training teams for reviews and improvements.
+ Maintain compliance with PCI-DSS, ISO, and internal standards.

People Management

+ Support recruitment and resource planning.
+ Coach and motivate team members; monitor performance.
+ Implement reward and recognition programs.
+ Prepare monthly rosters aligned with business needs.

Audits & Compliance

+ Prepare for internal and external audits.
+ Ensure adherence to BCP and DR protocols during business threats.

Profitability & Continuous Improvement

+ Optimize processes and workflows to maximize profitability.
+ Manage staffing costs and resource utilization effectively.

Communication

+ Maintain clear communication within the team and with stakeholders.
+ Present department performance to senior management and clients.

Required Competencies

Leadership and team management Strong customer service orientation Excellent communication and problem-solving skills Ability to drive results and manage complex cases Business acumen and cross-functional collaboration

Qualifications & Experience

Graduate degree Minimum 4 years in a management role within lifestyle/concierge or related industries Experience managing operational teams (10+ people) in a call center environment Client account management experience Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio) Excellent English communication skills (oral and written)

Preferred:

3-5 years in customer service, banking, hospitality, or travel industry

Why Join Us?

Work with global luxury brands and high-profile clients Be part of a dynamic, fast-paced environment * Opportunity to lead and innovate in premium service delivery