Assistant Service Delivery Manager, Aspire Lifestyles

SOS International; Dubai; On-site; AED 420,000 - 540,000; Full time

Job summary

Aspire Lifestyles is seeking an Assistant Service Delivery Manager to oversee daily service delivery operations and ensure high-quality concierge experiences for HNW clients. The role emphasizes leading a skilled Lifestyle Concierge team, maintaining client relationships, and ensuring compliance with SLAs, KPIs, and contractual commitments.

The successful candidate will drive a culture of service excellence, operational efficiency, and continuous improvement across all channels, including phone,

Qualifications

• Minimum 5 years of management-level experience in a lifestyle management or concierge environment.
• Experience leading an operational department with a sizable team (≥15).
• Strong background in call centre and customer service operations.
• Experience in client account management and managing service delivery commitments.
• Proven ability to drive service excellence and cost efficiency.

Responsibilities

• Oversee day-to-day service delivery operations to meet client requests and deliver concierge experiences.
• Lead and develop the Lifestyle Concierge team and manage performance against SLAs and KPIs.
• Maintain client relationships, monitor contracts and translate requirements into standard procedures.
• Ensure compliance with PCI-DSS, ISO and group standards; manage risk and audits.
• Coordinate with Sales, Partnerships and QA to support client implementations and improvements.

Skills

People Management

Leadership

Client Management

Service Delivery

Escalation Handling

Stakeholder Management

Communication

Arabic & English

Education

Bachelor's degree

Tools

MS Word

Excel

PowerPoint

Outlook

Visio

Job description

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 elevate 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

Additional Requirements

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

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.