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Assistant Service Delivery Manager

Company

International SOS

Location

Andheri East, India

Type

Full-time

Position Summary

Key responsibilities


Client & Service Focused

  • Drives high touch of service across all service delivery channels (Phone, chat, email, web, and so on).

  • Has complete understanding of all clients contractual agreements and translate these into standard operating

  • procedures and specific workflows.

    • Quality

  • Works closely with the Partnership Development team to ensure all offers and benefits are operationalized

  • Manages all escalations and complaints with the appropriate priority and diligence.

  • Ensures call and case quality compliance.

    • People Management

  • Ensures that resource requirements are well understood for the purpose of financial planning and recruitment.

  • Supports the recruitment process as directed by the Head of Service Delivery.

  • Managers, coaches and motivates direct reports, e...

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