About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Position Summary</b></H2> </div><div><p>Aspire Lifestyles (<a href="https://www.aspirelifestyles.com">www.aspirelifestyles.com</a>) is part of International SOS, a leading travel, medical and security assistance<br>company. We have clients like HDFC, AMEX, BMW, Club Jolie, ICICI Bank, AU Small Finance Bank, VISA, Standard<br>Chartered Bank, HSBC, Tata Motors EV, YES bank, Bandhan Bank, Club Mahindra etc.<br>To directly lead, coordinate and drive the bespoke fulfilment of requests and services to the highest level of quality. To<br>drive performance with a mind-set of creating the best possible experience to all users of our Service Delivery unit. To<br>enable the delivery of white glove service to affluent and high net worth segments across the globe.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key responsibilities</b></H2> </div><div><p><strong><u>Client & Service Focused</u></strong></p> <ul type="disc"> <li>Drives high touch of service across all service delivery channels (Phone, chat, email, web, and so on).</li> <li>Has complete understanding of all clients contractual agreements and translate these into standard operating</li> <li>procedures and specific workflows.</li> </ul> <p><strong><u>Quality</u></strong></p> <ul type="disc"> <li>Works closely with the Partnership Development team to ensure all offers and benefits are operationalized</li> <li>Manages all escalations and complaints with the appropriate priority and diligence.</li> <li>Ensures call and case quality compliance.</li> </ul> <p><strong><u>People Management</u></strong></p> <ul type="disc"> <li>Ensures that resource requirements are well understood for the purpose of financial planning and recruitment.</li> <li>Supports the recruitment process as directed by the Head of Service Delivery.</li> <li>Managers, coaches and motivates direct reports, ensuring that they are well trained on their duties</li> </ul> <p><strong><u>Audits and Compliance</u></strong></p> <ul type="disc"> <li>Drives preparations for Aspire Lifestyles Service Delivery audits whether of an internal or external nature</li> <li>Ensures that BCP and DR protocols are followed during any threat to business (rapid escalation)</li> </ul> <p><strong>Other Duties</strong></p> <ul type="disc"> <li>Works within and promote all International SOSs policies, procedures and corporate values.</li> <li>Development and enhancement of these important areas of our business.</li> <li>Undertakes project work and other reasonable duties as requested by the Head of Aspire Lifestyles Operations.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Requirement</b></H2> </div><div><p><strong>Required Work Experience/Knowledge:</strong></p> <ul type="disc"> <li>Experience working at a management level within the lifestyle or concierge environment</li> <li>Experience working at a management level for minimum 4 years</li> <li>Experience in the management role of an operational department (minimum 10 people)</li> <li>Experience working in a call centre operational environment</li> <li>Client account management experience</li> <li>Business acumen</li> <li>Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio</li> </ul> <p><strong>Desirable Work Experience:</strong></p> <ul type="disc"> <li>3-5 years of experience in the Customer service / banking/hotel/travel industry</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>We take care of our employees</b></H2> </div><div><ul> <li>Medical coverage for employee</li> <li>Highly engaged and empowered work culture</li> <li> <div>Continuous learning & development</div> </li> </ul></div></div></div>