Assistant Service Delivery Manager

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About Aspire Lifestyles

Role Overview

Key Responsibilities

• Client & Service Management
• Ensure high-touch service across all channels (phone, chat, email, web).
• Translate client contractual agreements into SOPs and workflows.
• Fulfill client-specific SLAs and KPIs efficiently.
• Support proposals, renewals, and RFPs with operational workflows.
• Lead and support program implementations locally and globally.
• Quality Assurance
• Manage escalations and complaints promptly.
• Ensure compliance with call and case quality standards.
• Partner with QA/Training teams for reviews and improvements.
• Maintain compliance with PCI-DSS, ISO, and internal standards.
• People Management
• Support recruitment and resource planning.
• Coach and motivate team members; monitor performance.
• Implement reward and recognition programs.
• Prepare monthly rosters aligned with business needs.
• Audits & Compliance
• Prepare for internal and external audits.
• Ensure adherence to BCP and DR protocols during business threats.
• Profitability & Continuous Improvement
• Optimize processes and workflows to maximize profitability.
• Manage staffing costs and resource utilization effectively.
• Communication
• Maintain clear communication within the team and with stakeholders.
• Present department performance to senior management and clients.
  

Required Competencies

• Leadership and team management
• Strong customer service orientation
• Excellent communication and problem-solving skills
• Ability to drive results and manage complex cases
• Business acumen and cross-functional collaboration
  

Qualifications & Experience

• Graduate degree
• Minimum 4 years in a management role within lifestyle/concierge or related industries
• Experience managing operational teams (10+ people) in a call center environment
• Client account management experience
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio)
• Excellent English communication skills (oral and written)
  

Preferred

• 3–5 years in customer service, banking, hospitality, or travel industry
  

Why Join Us?

• Work with global luxury brands and high-profile clients
• Be part of a dynamic, fast-paced environment
• Opportunity to lead and innovate in premium service delivery