About the role
The Assistant Service Delivery Manager will oversee the day-to-day management of service delivery operations, ensuring the effective fulfillment of customer requests and the delivery of exceptional concierge experiences. The successful candidate will lead and develop the Lifestyle Concierge team, managing operational performance, maintaining client relationships, and ensuring compliance with contractual service commitments, KPIs, and SLAs. This role aims to drive a culture of service excellence, operational efficiency, and continuous improvement, ensuring that affluent and high-net-worth customers receive personalized, high-quality, and seamless service across all communication channels.
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Key Responsibilities
Service Delivery and Client Management
- Manage daily service delivery across phone, email, chat, web, and other channels, ensuring timely, accurate, and personalized handling of customer requests.
- Understand client contracts and translate requirements into clear procedures, workflows, and standards.
- Monitor SLAs, KPIs, and operational performance, taking action to address gaps and improve service delivery cost-effectively.
- Build strong working relationships with client contacts and collaborate with Sales and Marketing on client retention, proposals, renewals, and RFPs.
- Support and lead programme implementations and operational workflows as required.
Quality and Customer Experience
- Ensure consistent, high-quality service and compliance with client and Group standards, including Concierge Standards, PCI-DSS, and ISO.
- Manage customer complaints and escalations promptly, ensuring effective resolution.
- Work with Partnerships to operationalise offers and benefits, and with QA and Training teams to conduct call and case reviews.
- Promote a resourceful, customer-focused culture that improves customer experience.
People and Resource Management
- Identify staffing and resource requirements and support recruitment.
- Lead, coach, and motivate team members; set clear objectives, monitor performance, and address development needs.
- Ensure employees understand and follow company policies, procedures, and standards.
- Prepare monthly rosters that reflect business needs, coverage requirements, and employee skill sets.
- Contribute to reward and recognition initiatives that encourage strong performance.
Operational Risk, Audit and Compliance
- Coordinate preparations for internal and external service delivery audits and maintain required standards.
- Ensure Business Continuity Plan (BCP) and Disaster Recovery (DR) procedures are followed during disruptions and escalate risks promptly.
- Promote compliance with company policies, values, and occupational health and safety requirements.
Financial and Business Performance
- Improve processes and workflows to increase productivity and profitability.
- Manage staffing and operating costs, use resources effectively, and support new programmes and services.
- Identify opportunities to improve operational efficiency and customer value.
Communication and Stakeholder Collaboration
- Maintain regular communication so the team understands priorities and performance expectations.
- Present departmental performance updates to senior management and clients when required.
- Collaborate with internal stakeholders, including Sales, Finance, Partnerships, QA, Training, HR, Recruitment, and IT, to coordinate resources and meet business objectives.
- Participate in team meetings and cross-functional initiatives.
Projects and Other Responsibilities
- Support technology and transformation initiatives, including digital channels, CRM enhancements, and change management.
- Undertake projects and other reasonable duties assigned by the Head of Aspire Lifestyles Operations.
Required Experience, Skills and Qualification
Required Experience & Qualifications
- Minimum 5 years of management-level experience.
- Experience in a management role within a lifestyle management or concierge environment.
- Experience managing an operational department with a minimum team size of 15 employees.
- Strong experience in call centre and customer service operations.
- Previous experience in client account management and managing service delivery commitments.
- Demonstrated business acumen and understanding of operational performance and cost management.
- Bachelor's degree.
- Proficiency in MS Word, Excel, PowerPoint, Outlook, and Visio.
Desirable Experience
- Experience in banking, private banking, hospitality, travel, airlines, or other premium customer service industries.
- Exposure to managing high-net-worth and affluent customer segments.
- Experience supporting new client implementations, operational transitions, and service improvement projects.
Required Skills & Competencies
- Leadership & People Management: Ability to lead, motivate, coach, and develop teams while maintaining accountability and high performance.
- Customer Service Excellence: Strong customer-centric mindset with the ability to anticipate customer needs and deliver personalised service experiences.
- Communication & Interpersonal Skills: Excellent verbal and written communication skills, with the ability to manage challenging conversations and influence stakeholders.
- Problem-Solving & Decision-Making: Ability to assess complex situations, manage escalations, and implement effective solutions.
- Drive for Results: Strong focus on achieving operational targets, improving service standards, and delivering measurable results.
- Business Acumen: Understanding of operational costs, resource allocation, financial efficiency, and opportunities for business improvement.
- Teamwork & Collaboration: Ability to build effective relationships and coordinate with internal, regional, and global stakeholders.
- Coaching & Development: Ability to identify development needs, provide constructive feedback, and encourage continuous learning.
Additional Requirements & Conditions
Language Requirements
- Excellent spoken and written English and Arabic.
- Additional languages will be considered an advantage.
Working Hours & Flexibility
- Flexibility to work varying shifts between 8:00 AM and 8:00 PM, including weekends, depending on operational requirements.
- Willingness to support business requirements and operational priorities as needed.
Travel Requirements
- Minimal travel, as required.
