Concierge Operations Lead: Service Delivery Excellence

International SOS; Dubai; On-site; AED 420,000 - 660,000; Full time

Job summary

Aspire Lifestyles is seeking an Assistant Service Delivery Manager to oversee daily service delivery across multiple channels, ensuring timely, accurate, and personalised handling of customer requests. The role focuses on leading the Lifestyle Concierge team, developing staff, and maintaining strong client relationships.

The successful candidate will drive service excellence, operational efficiency and continuous improvement while upholding contractual commitments, KPIs and SLAs for affluent HNW

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.
• Bachelor's degree.
• Proficiency in MS Word, Excel, PowerPoint, Outlook and Visio.

Responsibilities

• Oversee day-to-day service delivery across phone, email, chat, web and other channels, ensuring timely, accurate and personalised handling of customer requests.
• Lead, coach and motivate Lifestyle Concierge team; manage client relationships and ensure contractual commitments, KPIs and SLAs are met.
• Coordinate preparations for audits, ensure compliance with standards (PCI-DSS, ISO) and drive continuous improvement across operations.

Skills

Leadership

People management

Customer service ops

Lifestyle management

Client account management

Education

Bachelor's degree

Tools

MS Word

Excel

PowerPoint

Job description

Aspire Lifestyles is seeking an Assistant Service Delivery Manager to oversee daily service delivery across multiple channels, ensuring timely, accurate, and personalised handling of customer requests. The role focuses on leading the Lifestyle Concierge team, developing staff, and maintaining strong client relationships.

The successful candidate will drive service excellence, operational efficiency and continuous improvement while upholding contractual commitments, KPIs and SLAs for affluent HNW