About this role
About the role
About Aspire Lifestyles Aspire Lifestyles is a global provider of premium lifestyle management and concierge services, delivering personalised experiences to affluent and high-net-worth (HNW) customers worldwide. The company partners with leading banks, private banking institutions, credit card providers, insurance organisations, telecommunications companies, airlines, hospitality brands and premium retailers to provide bespoke services and exceptional customer experiences. With a focus on service excellence, personalised solutions and operational efficiency, Aspire Lifestyles aims to exceed customer expectations through high-touch, seamless and reliable service delivery.
Role Overview The Assistant Service Delivery Manager will oversee the day-to-day management of service delivery operations, ensuring the effective fulfilment of customer requests and the delivery of exceptional concierge experiences. The role involves leading and developing the Lifestyle Concierge team, managing operational performance, maintaining client relationships and ensuring compliance with contractual service commitments, KPIs and SLAs. The successful candidate will be responsible for driving a culture of service excellence, operational efficiency and continuous improvement while ensuring that affluent and high-net-worth customers receive personalised, high-quality and seamless service across all communication channels.
Key Responsibilities
- Service Delivery and Client Management Manage daily service delivery across phone, email, chat, web and other channels, ensuring timely, accurate and personalised 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.