Aspire Lifestyle - Assistant Manager - Service Delivery Operations

MUMBAI CANDIDATES WILL BE SELECTED

Client & Service Focused :

• Has complete understanding of all clients contractual agreements and translate these into standard Drives high touch of service across all operational.
• Operating procedures and specific workflows.
• Ensures fulfillment of all client-specific SLAs and KPIs both internally and externally, using the most cost effective and efficient means appropriate.
• Works with Sales and Marketing to retain good working relationships with key client contacts.
• Actively supports all new proposals, renewals and RFPs by developing and maintaining operations workflows to support consistent sales and commitments locally, regionally and globally as assigned.
• Lead and support program implementations locally, regionally and globally as Works closely with the Partnership Development team to ensure all offers and benefits are operationalized and systematically used in servicing our clients customers.
• Manages all escalations and complaints with the appropriate priority and diligence.
• Ensures call and case quality compliance.
• Enables a creative and resourceful environment and atmosphere that drives and stimulates the delivery of positive customer experiences.
• Closely partners with QA / Training to conduct call and case reviews across operations
• Ensures compliance to all standards as set out by Group (Concierge Standards, PCI-DSS, ISO).
• Closely partners with Quality Assurance / Training to conduct call and case reviews across Operations

People Management :

Audits and Compliance :

Other Duties :

(ref : iimjobs.com)