About this role

Responsible for the day-to-day management of people, customer requests and systems
Ensures KPIs and Service Levels are met
Drives high touch of service across all service delivery channels
Has complete understanding of all clients’ contractual agreements
Ensures fulfillment of all client-specific SLA’s and KPI’s
Works closely with the Partnership Development team
Manages all escalations and complaints
Ensures call and case quality compliance
Maximizes profitability of the department with ongoing continuous improvements
Establishes regular communication mechanisms

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
3-5 years of experience in the Customer service / banking/hotel/travel industry

Assistant Service Delivery Manager

Key skills