Customer Relations Manager - Aspire Lifestyles

Company Description

About Aspire Lifestyles
The best stories are told by those who have lived the experience. Our mission
is to inspire and delight your customers by making amazing stories happen
every day. Stories they can share with their friends, family and colleagues.
Stories that reinforce the value of your brand.
The Aspire Lifestyles global team, a collective of experts and enthusiasts
live and breathe this mission, fostering a culture which strives to deliver
the ultimate customer experience. We further empower this human endeavour with
quality and innovation across every one of our services, networks, platforms
and technologies.
We understand that every customer has their own interpretation of
"extraordinary" and a unique idea of what "ultimate" is to them. We're here to
help you define exactly what extraordinary means for these customers and
deliver the ultimate experience by engaging them with the most relevant and
timely benefit solutions on your behalf.

Job Description

Aspire Lifestyles have an exciting opportunity for an experienced Service
Delivery Manager to join the team in their Dubai office.
The Role
To directly lead, coordinate and drive the bespoke fulfilment of requests and
services to the highest level of quality. To drive performance with a mind-set
of creating the best possible experience to all users of our Service Delivery
unit. To enable the delivery of white glove service to affluent and high net
worth segments across the globe.
Overview
The Service Delivery Manager is responsible for the day to day management of
people, customer requests and systems to ensure KPI 's and Service Levels are
met.
* The keys to success are the ability to operate in a fast paced environment and being resourceful to meet the ever-changing needs and demands of customers.
* Collaboration and coordination will be essential between management and peers worldwide as well as functional heads such as Sales, Finance, Partnerships.

Key Responsibilities:
Client & Service Focused
* Drives high touch of service across all service delivery channels (Phone, chat, email, web, and so on).
* Has complete understanding of all clients' contractual agreements and translate these into standard operating procedures and specific work flows.
* Ensures fulfillment of all client-specific SLA's and KPI's both internally and externally, using the most cost effective and efficient means appropriate.
* Works with Sales and Marketing to retain good working relationships with key client contacts.
* Actively supports all new proposals, renewals and RFP's by developing and maintaining operations workflows to support consistent sales and commitments locally, regionally and globally as assigned.
* Lead and support program implementations locally, regionally and globally as required
Quality
* Works closely with the Partnership Development team to ensure all offers and benefits are operationalised and systematically used in servicing our clients' customers.
* Manages all escalations and complaints with the appropriate priority and diligence.
* Ensures call and case quality compliance.
* Enables a creative and resourceful environment and atmosphere that drives and stimulates the delivery of positive customer experiences.
* Closely partners with QA/Training to conduct call and case reviews across operations
* Ensures compliance to all standards as set out by Group.
* Closely partners with Quality Assurance / Training to conduct call and case reviews across Operations

People Management
* Ensures that resource requirements are well understood for the purpose of financial planning and recruitment.
* Supports recruitment process as directed by the Head of Service Delivery.
* Manages, coaches and motivates direct reports, ensuring that they are well trained on their duties and appraised for their performance.
* Supports the Head of Service Delivery to set clear standards, plans and targets for direct reports and monitor their performance through regular supervision, identifying training needs where appropriate.
* Ensures all department team members are familiar with all relevant Aspire Lifestyles and International SOS policies and procedures and that they are followed at all times.
* Participates in formulation of reward and recognition programs to motivate the team and promote exceptional performance.
* Ensures monthly rosters consider staff skill sets and cater to business requirements.

Audits and Compliance
* Drives preparations for Aspire Lifestyles Service Delivery audits whether of an internal or external nature
* Ensures that BCP and DR protocols are followed during any threat to business (rapid escalation)

Profitability
* Maximizes profitability of the department with ongoing continuous improvements of processes and workflows, contains cost of sales, manages staffing costs related to the service delivery requirements and maximizes the use of existing resources with the addition of new programs or services.

Communication
* Establishes regular communication mechanisms to ensure the team is clear on organizational and team objectives.
* Facilitates department performance presentations to Senior Management and external clients when required.
* Partners with internal stakeholders to ensure correct use of shared resources, including training and quality, HR and recruitment, IT, and other cross-functional resources
* Actively contributes to monthly team meetings.

Other Duties
* Works within and promote all International SOS's policies, procedures and corporate values.
* Is aware of International SOS' OH&S policies, practices and procedures and actively participate in the ongoing development and enhancement of these important areas of our business.
* Undertakes project work and other reasonable duties as requested by the Head of Aspire Lifestyles Operations.
* Consult on and implement new technological initiatives as driven locally and within the group, including digital channels, CRM development and change management.

Qualifications

Required Work Experience/Knowledge
* Diploma in Business Studies, Tourism, Mass Communications or other relevant fields
* Experience working at a management level within the lifestyle or concierge environment
* Minimum ‎5 years experience working at management level
* Management role experience of an operational department
* Client account management experience
* Business acumen
* Working knowledge in MS Word, MS Excel, MS Powerpoint, MS Outlook, MS Visio

Desirable Work Experience:
* Experience working in the banking, hotel, travel industries

Additional Information

Required Languages
English and Arabic speaker (French is also preferred but not mandatory)
To support your application please upload the following documents when
submitting your application:
* Fully updated CV
* Degree/Diploma certificates or any relevant qualifications/course certificates
* Clear Colour Passport scan