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
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

Skills Required