Position Summary

To directly lead, coordinate and drive the 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 the Service Delivery unit. To enable the delivery of high-value service to affluent and high net worth segments.

Key responsibilities

Client &ServiceFocused;

- Drives high touch 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.

Quality

- Works closely with the Partnership Development team to ensure all offers and perks 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 of Service Delivery.
- Managers, coaches and motivates direct reports, ensuring that they are well trained on their duties.

Audits and Compliance

- Drives preparations for Service Delivery audits, whether internal or external.




- Ensures that BCP and DR protocols are followed during any threat to business (rapid escalation).

Other Duties

- Works within and promotes 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 Service Delivery Operations.

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

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Service Delivery Manager (Maharashtra)
🏢 Aspire Lifestyles
📍 Maharashtra