Service Delivery Manager

About Aspire Lifestyles

Aspire Lifestyles is a leading global provider of Concierge and Loyalty services, catering to clients in banking, payments, insurance, luxury retail, automobile, and luxury property sectors. As a pioneer in the Concierge industry, we focus on delivering exceptional services, including employee concierge, wellness programs, and digital offerings. Our commitment to innovation, excellence, and social responsibility ensures we create memorable experiences and provide outstanding service for our clients.

For more information, visit www.aspirelifestyles.com.

Position Summary

The Service Delivery Manager at Aspire Lifestyles is responsible for leading, coordinating, and driving the fulfillment of customer requests and services to the highest quality standards, with a focus on delivering exceptional experiences to all service users. The role ensures the seamless delivery of white-glove service to affluent and high-net-worth clients globally. Managing day-to-day operations, people, customer interactions, and systems to meet KPIs and service levels is crucial. Success in this role requires the ability to operate in a fast-paced environment, adapt to evolving customer needs, and collaborate closely with management teams, peers, and functional heads across Sales, Finance, and Partnerships. Key client segments include private banking, wealth management, credit card issuers, insurance organizations, telecommunications, automotive, airline, hospitality, and premium retail industries.

Key Responsibilities

• Client & Service Focus:

  • Drive high-touch service across all channels.

  • Ensure fulfillment of SLAs/KPIs and maintain client relationships.

  • Support new proposals, renewals, RFPs, and program implementations.

• Quality Management:

  • Manage escalations, complaints, and ensure compliance (Concierge Standards, PCI-DSS, ISO).

  • Collaborate with QA/Training for call and case reviews.

• People Management:

  • Resource planning, recruitment support, coaching, and motivating team members.

  • Implement reward programs and manage team rosters.

• Audits & Compliance:

  • Prepare for internal and external audits and ensure BCP/DR protocols.

• Profitability:

  • Optimize processes to maximize profitability and manage staffing costs.

• Communication:

  • Maintain regular communication within teams and with senior management.

  • Partner with cross-functional departments (HR, IT, Sales, etc.).

• Other Duties:

  • Project work, promote OH&S policies, support new tech initiatives, CRM development, change management.

Job Requirement

• Required Competencies:

  • Leadership, Customer Service Focus, Problem Solving, Drive for Results.

  • Strong Communication Skills, Business Focus, Teamwork, Coaching and Development.

• Required Work Experience:

  • 5+ years in management roles, operational team management (15+ people), call center operations, client account management, business acumen.

• Desirable Experience:

  • Banking, hotel, or travel industry experience.

• Technical Skills:

  • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio).

• Qualifications:

  • To be determined locally.

• Languages:

  • Excellent written and spoken English.

We take care of our employees:

• Medical coverage for employee
• Highly engaged and empowered work culture
• Continuous learning & development