Aspire Lifestyle

MUMBAI CANDIDATES WILL BE SELECTEDClient & 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 OperationsPeople Management:- Ensures that resource requirements are well understood for the purpose of financial planning and recruitment.- Supports recruitment process as directed by the Head of Aspire Operations.- Manages, coaches and motivates direct reports, ensuring that they are well trained on their duties and appraised for their performance.- Supports the Head of Aspire Lifestyles Operations to set clear standards, plans and targets for direct reports and monitor their performance through regular supervision, identifying training needs where appropriate.- Ensures all department team members are familiar with all relevant Aspire Lifestyles and International SOS policies and procedures and that they are followed at all times.- Participates in formulation of reward and recognition programs to motivate the team and promote exceptional performance.- Ensures monthly rosters consider staff skill sets and cater to business requirements.Audits and Compliance:- Drives preparations for Aspire Lifestyles Operations audits whether of an internal or external nature- Ensures that BCP and DR protocols are followed during any threat to business (rapid Maximizes profitability of the department with ongoing continuous improvements of processes and workflows, contains cost of sales, manages staffing costs related to the service delivery requirements and maximizes the use of existing resources with the addition of new programs or Establishes regular communication mechanisms to ensure the team is clear on organizational and team objectives.- Facilitates department performance presentations to Senior Management and external clients when required.- Partners with internal stakeholders to ensure correct use of shared resources, including training and quality, HR and recruitment, IT, and other cross-functional resources- Actively contributes to monthly team meetings.Other Duties:- Works within and promote all International SOSs policies, procedures and corporate values.- Is aware of International SOS OH&S policies, practices and procedures and actively participate in the ongoing development and enhancement of these important areas of our business.- Undertakes project work and other reasonable duties as requested by the Head of Aspire Lifestyles Operations. (ref:iimjobs.com)