Head of Service Delivery

About the role

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

Key responsibilities

• Fosters a culture that inspires superior delivery of unique and positive customer experiences.
• Leads client engagements and cross functional partnerships to ensure all solutions are reviewed end to end in the interest of operational efficiencies and client satisfaction
• Reviews all existing, new and renewal contracts to ensure scope of offering is well defined and the Service Delivery unit is well prepared and equipped to surpass delivery expectations.
• Analyses all operational flows and commercial asks – drafts requirements and partners with region and group to implement “best in class” solutions (system and process automation)
• Reviews and defines all contractual KPI and SLA in contracts, within our global SLA/KPI framework
• Integrates Partnership Development offerings within Operational delivery capabilities to ensure ease of access to information. Ensures pipeline and changes are understood and captured within the appropriate applications to serve Lifestyle Concierge
• Ensures effective structure to manage, solve and reduce escalations and complaints with the appropriate priority and diligence.
• Ensures that the appropriate structure for data provisioning is in place for client reporting, driving the highest data integrity and timely delivery.
• Partners with Sales and Marketing foster close relationships with key client contacts and participate in client reviews to maintain scope and execute on deliverables.
• Lead and support program implementations locally, regionally and globally as required – with aim to automate, maximize system and technology use and eliminate manual process and work arounds
• Operationalizes processes and procedures (i.e. developing standard operating procedures) relevant to service scope offerings, linking it to system automation as well as L&D/QA.
• Partners with Heads of Assistance and Service Delivery managers within Intl.OPS to ensure common understanding and offer to clients that are services across Aspire Lifestyles Service Delivery, International Operations and Security teams due to blended product offering as needed.
• Leads the management and implementation of new technology (CRM/Digital/Omni Channel) to ensure appropriate and relevant tools are at the forefront of internal users to serve our customers
• Develops and optimizes recruitment processes in partnership with HR
• Attracts, recruits, inducts, trains, develops, motivating, and retains staff.
• Ensures that the roster is optimally structured, managed, administered and published in advance in line with agreed staffing deployment.
• Partners with the Heads of Finance and HR to ensure that resource requirements are well understood and anticipated for the purposes of financial planning and workforce management.
• Drives employee engagement, enablement and performance management of the operational staff.
• Actively seeks to identify and build high-potential talent to complement our Service Delivery offering and leadership succession planning.
• Sets clearly defined individual KPI’s aligned with client and platform SLAs to synchronize targets and generate synergies within the overall structure.
• Develops and maintains staff engagement activities, recognition plans as well as morale building tactical plans, week to week, month to month
• Ensure the training and quality agenda is defined and balanced.
• Leads a quality assurance plan which ensures continuous improvement of delivery capabilities. Listening to and acting upon customer, client and internal feedback.
• Personally does side by sides with lifestyle concierge to encourage the Customer Support Program across all team members
• Reviews training needs analysis to continually address and bridge skills and knowledge gaps

About you

• Experience working in a call center operational environment
• Client account management experience and solid business acumen
• Working knowledge in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio

Benefits