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About the Role

The Assistant Service Delivery Manager, Aspire Lifestyles Japan, is responsible for the day-to-day management of people, customer requests, and systems to ensure KPIs and Service Levels are met. Success requires operating in a fast-paced environment and being resourceful to meet ever-changing customer demands. Collaboration with management, peers worldwide, and functional heads is essential.

Responsibilities

• Drives high-touch service across all service delivery channels (Phone, chat, email, web, etc.).
• Ensures complete understanding of client contractual agreements and translates them into standard operating procedures and specific workflows.
• Ensures fulfillment of all client-specific SLAs and KPIs internally and externally, using the most cost-effective and efficient means.
• Works with Sales and Marketing to retain good working relationships with key client contacts.
• Actively supports new proposals, renewals, and RFPs by developing and maintaining operations workflows.
• Leads and supports program implementations locally, regionally, and globally as required.
• Works closely with the Partnership Development team to ensure all offers and benefits are operationalized.
• Manages all escalations and complaints with appropriate priority and diligence.
• Ensures call and case quality compliance.
• Enables a creative and resourceful environment that drives positive customer experiences.
• Partners with QA/Training to conduct call and case reviews across operations.
• Ensures compliance with all standards set by Group (Concierge Standards, PCI-DSS, ISO).
• Ensures resource requirements are understood for financial planning and recruitment.
• Supports the recruitment process as directed by the Head of Service Delivery.
• Manages, coaches, and motivates direct reports, ensuring they are well-trained and appraised.
• Supports the Service Delivery Manager in setting clear standards, plans, and targets for direct reports and monitoring performance.
• Ensures all department team members are familiar with and follow all relevant Aspire Lifestyles and International SOS policies and procedures.
• Participates in the formulation of reward and recognition programs.
• Ensures monthly rosters consider staff skill sets and cater to business requirements.
• Drives preparations for Aspire Lifestyles Service Delivery audits (internal or external).
• Ensures BCP and DR protocols are followed during any threat to business.
• Maximizes department profitability through continuous improvement of processes and workflows.
• 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.
• Partners with internal stakeholders to ensure correct use of shared resources.
• Actively contributes to monthly team meetings.
• Works within and promotes all International SOS policies, procedures, and corporate values.
• Is aware of International SOS’ OH&S policies, practices, and procedures and participates in their enhancement.
• Undertakes project work and other reasonable duties as requested.
• Consults on and implements new technological initiatives, including digital channels, CRM development, and change management.

Requirements

• Experience working in a lifestyle or Travel concierge and/or call center operational environment.
• Experience in a manager/supervisor role of a customer service operational department.
• Client account management experience.
• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook.
• Experience in the Credit Card/hotel/travel industry.
• Native Japanese and Excellent oral and written English language skills.
• Excellent written and oral English Language.

Skills

• Leadership
• Delegation
• Decisiveness
• Customer Service Focus
• Communication Skills
• Problem Solving
• Drive for Results
• Business Focus
• Teamwork and Collaboration
• Developing and Coaching

Location

• Japan

Work Type

• Full-time

Experience Level

• Manager/Supervisor

Education Level

• Bachelor's degree or equivalent

About the Company

• Aspire Lifestyles provides white glove service to affluent and high net worth segments across the globe.
• International SOS policies, procedures, and corporate values are to be followed.