Head of Service Delivery

Description:

OVERALL PURPOSE OF THE JOB To enable the delivery of white glove service to affluent and high net worth customers of Aspire Lifestyles clients by leading, coordinating, and driving operational solutions. To bring world class experiences to customers through high touch, multi channel and bespoke offerings.

OVERVIEW The Head of Service Delivery handles the overall Service Delivery Platform which includes quantitative, qualitative and financial performance by leading and managing, structure, people, processes and systems. Accountable for consistently delivering best-in-class services and experience to clients and customers across all product lines.

By building Service Delivery solutions in close collaboration with Sales, Finance, HR, Partnership Development, Marketing and other key internal and external stakeholders, the Head of Aspire Lifestyles Service Delivery ensures that client and market needs remain at the forefront of our Service Delivery planning.

The key client segments are:

• Banks: Private Banking, Wealth Management, Credit Card Issuing Banks

• Credit Card and Insurance Organisations

• Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc.

Essential Job Duties and Responsibilities:

1. Lead Service Delivery & Operations:

   • Lead, coordinate, and drive operational solutions to enable white glove service for affluent and high net worth customers.

   • Manage end-to-end Service Delivery Platform performance (quantitative, qualitative, financial) across structure, people, processes, and systems.

   • Lead client engagements and cross-functional partnerships to ensure operational efficiency and surpass delivery expectations based on contract review.

   • Analyze operational flows, draft requirements, and implement best-in-class solutions via system and process automation; review and define all contractual KPI/SLA.

   • Operationalize processes (SOPs), linking them to system automation, L&D, and Quality Assurance (QA).

   • Lead and implement new technology (CRM/Digital/Omni Channel) and drive program implementations (local, regional, global) to maximize system use and eliminate manual processes.

   • Ensure effective structure for managing escalations, complaints, and data provisioning for client reporting.

2. People & Talent Management:

   • Develop, optimize, and partner with HR on recruitment processes; Attract, recruit, induct, train, develop, motivate, and retain staff.

   • Drive employee engagement, enablement, and performance management; build high-potential talent and leadership succession.

   • Ensure optimal staff roster management and anticipate resource needs in collaboration with Finance and HR.

   • Set clearly defined individual KPI’s aligned with client and platform SLAs.

   • Foster an environment of engagement, transparency, and trust ("Aspire Family").

3. Quality, Profitability & Compliance:

   • Lead and maintain a Quality Assurance plan for continuous improvement, addressing customer/client feedback, and reviewing training needs.

   • Ensure compliance (PCI-DSS, ISO, internal/external audits) and maintain the complaint management system.

   • Maximize profitability through technology, people, and process alignment; track daily/weekly financial performance and review client profitability.

   • Lead cross-functional engagements and present department performance to Senior Management and clients.

   • Manage Business Continuity Planning and Disaster Recovery; role model and reinforce Company values.

Required Competencies 

• Cross Cultural Leadership

• Customer Service Focus

• Communication Skills

• Problem Solving

• Drive for Results

• Business Focus

• Teamwork and Collaboration

• Developing and Coaching

Required Work Experience/Knowledge 

• Experience working at a management level (minimum 8 years) ideally within the lifestyle or concierge environment.

• Management experience across operations, training and quality an advantage.

• Must have worked in a multi-cultural, matrix environment and in a regional capacity.

• Exposure to multi channel delivery platforms including digital and mobile (advantage) delivery and customer interaction platforms.

• Experience working in a call centre operational environment.

• Client account management experience and solid business acumen.

• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio.

• Desirable Work Experience: Experience in the banking/hotel/travel industry.

Required Qualifications 

• MBA or Masters preferred.

Required Languages 

• Excellent oral and written English and local language skills.

Travel Requirements

• Frequent travel may be required.