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\xe2\x80\x99s and Service Levels are met. \xe2\x80\xa2 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. \xe2\x80\xa2 Collaboration and coordination will be essential between management and peers worldwide as well as functional heads such as Sales, Finance, Partnerships. Responsibilities Client & Service Focused \xe2\x80\xa2 Drives high touch of service across all service delivery channels (Phone, chat, email, web, and so on). \xe2\x80\xa2 Has complete understanding of all clients\xe2\x80\x99 contractual agreements and translate these into standard operating procedures and specific work flows. \xe2\x80\xa2 Ensures fulfillment of all client-specific SLA\xe2\x80\x99s and KPI\xe2\x80\x99s both internally and externally, using the most cost effective and efficient means appropriate. \xe2\x80\xa2 Works with Sales and Marketing to retain good working relationships with key client contacts. \xe2\x80\xa2 Actively supports all new proposals, renewals and RFP\xe2\x80\x99s by developing and maintaining operations workflows to support consistent sales and commitments locally, regionally and globally as assigned. \xe2\x80\xa2 Lead and support program implementations locally, regionally and globally as required Quality \xe2\x80\xa2 Works closely with the Partnership Development team to ensure all offers and benefits are operationalised and systematically used in servicing our clients\xe2\x80\x99 customers. \xe2\x80\xa2 Manages all escalations and complaints with the appropriate priority and diligence. \xe2\x80\xa2 Ensures call and case quality compliance. \xe2\x80\xa2 Enables a creative and resourceful environment and atmosphere that drives and stimulates the delivery of positive customer experiences. \xe2\x80\xa2 Closely partners with QA/Training to conduct call and case reviews across operations \xe2\x80\xa2 Ensures compliance to all standards as set out by Group. \xe2\x80\xa2 Closely partners with Quality Assurance / Training to conduct call and case reviews across Operations People Management \xe2\x80\xa2 Ensures that resource requirements are well understood for the purpose of financial planning and recruitment. \xe2\x80\xa2 Supports recruitment process as directed by the Head of Service Delivery. \xe2\x80\xa2 Manages, coaches and motivates direct reports, ensuring that they are well trained on their duties and appraised for their performance. \xe2\x80\xa2 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. \xe2\x80\xa2 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. \xe2\x80\xa2 Participates in formulation of reward and recognition programs to motivate the team and promote exceptional performance. \xe2\x80\xa2 Ensures monthly rosters consider staff skill sets and cater to business requirements. Audits and Compliance \xe2\x80\xa2 Drives preparations for Aspire Lifestyles Service Delivery audits whether of an internal or external nature \xe2\x80\xa2 Ensures that BCP and DR protocols are followed during any threat to business (rapid escalation) Profitability \xe2\x80\xa2 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 \xe2\x80\xa2 Establishes regular communication mechanisms to ensure the team is clear on organizational and team objectives. \xe2\x80\xa2 Facilitates department performance presentations to Senior Management and external clients when required. \xe2\x80\xa2 Partners with internal stakeholders to ensure correct use of shared resources, including training and quality, HR and recruitment, IT, and other cross-functional resources \xe2\x80\xa2 Actively contributes to monthly team meetings. Other Duties \xe2\x80\xa2 Works within and promote all International SOS\xe2\x80\x99s policies, procedures and corporate values. \xe2\x80\xa2 Is aware of International SOS\xe2\x80\x99 OH&S policies, practices and procedures and actively participate in the ongoing development and enhancement of these important areas of our business. \xe2\x80\xa2 Undertakes project work and other reasonable duties as requested by the Head of Aspire Lifestyles Operations. \xe2\x80\xa2 Consult on and implement new technological initiatives as driven locally and within the group, including digital channels, CRM development and change management.

Requirements
Leadership \xe2\x80\xa2 Leads by example and is a role model. Able to influence and guide individuals and groups towards achieving their goals. \xe2\x80\xa2 Delegates appropriately within the team, playing to the strengths of individuals. \xe2\x80\xa2 Is decisive in difficult situations, keeping others informed and standing by decisions taken. \xe2\x80\xa2 Demonstrates organization values in day to day duties. Customer Service Focus Driven by Customer Service excellence \xe2\x80\xa2 Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations. \xe2\x80\xa2 Supports and encourages others to deliver superior services across the organization. Provides the tools and information to make this happen. \xe2\x80\xa2 Measures and evaluates service levels using a variety of approaches. Communication Skills \xe2\x80\xa2 Influences audiences effectively in challenging and/or adversarial situations. \xe2\x80\xa2 Simplifies, condenses and communicates ideas and concepts from many sources. \xe2\x80\xa2 Facilitates department meetings and discussions effectively. \xe2\x80\xa2 Keeps people well informed of key issues impacting the business. Problem Solving \xe2\x80\xa2 Converts original ideas and creative approaches into practical solutions. \xe2\x80\xa2 Quick and resourceful in mastering facts, information and knowledge to help others solve business problems. \xe2\x80\xa2 Motivates others to adopt diverse problem solving techniques and processes. \xe2\x80\xa2 Utilizes experience and knowledge to effectively manage case resolution and escalation in the most effective and efficient way. \xe2\x80\xa2 Uses peer relationships to coordinate the resolution of complex cases across regions and between Aspire Lifestyles centers. Drive for Results \xe2\x80\xa2 Concentrates on value adding business opportunities and focuses employee efforts on them. \xe2\x80\xa2 Recognizes and rewards the achievement of (both team and individual) results. \xe2\x80\xa2 Exercises leadership by being decisive and action oriented. \xe2\x80\xa2 Sets ambitious goals and high standards of performance for self and others. \xe2\x80\xa2 Shows personal accountability and holds others accountable for achieving results. Business Focus \xe2\x80\xa2 Understands the business issues impacting the organization and the industry, especially on a cross border and functional basis. \xe2\x80\xa2 Makes sound decisions to deploy limited financial and other resources within case management situations. \xe2\x80\xa2 Actively seeks out potential product and service synergies to maximize customer satisfaction. \xe2\x80\xa2 Is credible and can front client meetings. Teamwork and Collaboration \xe2\x80\xa2 Maintains the focus of the team on their goals, building a collaborative work ethic. \xe2\x80\xa2 Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths. \xe2\x80\xa2 Effectively manages the various relationships across teams within the business. Language Skills: Arabic, English, French (preferred - not mandatory)

About the company
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 endeavor 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. Were 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.