Aspire Lifestyles, international leader in concierge services, is looking for Director of Operations (CCO).
Purpose of the role:
- Enable the delivery of 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, multichannel and bespoke offerings
- Accountable for consistently delivering of the best-in-class services and experience to clients and customers across all product lines
- Client segments: banks; automotive, telecommunication, insurance industries, hotel and airline loyalty programs
Duties:
- Leads the biggest by count department (+100 HC) within the company: strategically plans the workload, headcount, development activities, creates talent pool and retains the people. Drives engagement and performance processes within the department
- Supervises technical hard-skill training for the new employees
- Fosters a culture that inspires superior delivery of unique and positive customer experiences
- 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
- Reviews and defines all contractual KPI and SLA in contracts within our SLA/KPI framework
- Uses utilization reviews and utilization driving initiatives to boost end user engagement under the lead of client and services teams
- Ensures the profitability of the Aspire Lifestyles Service Delivery Department via HC and OPEX budgeting. Liaises with the Finance and Sales & Marketing departments to drive maximum income from services, tracking daily and weekly financial performance
- Maximizes profitability with the use of technology, people and skills, or process improvements and organizational and structural alignment
- Leads on department performance presentations to external clients
The perfect candidate possesses:
- 5-10 years relevant experience with proven track record of leading Operations function preferably in service companies, hospitality industry, insurance, banks
- Experience working at a management level (minimum 8 years) with the team size of more than 40 people
- Uses data-driven approach to make business decisions
- Experience working in a call center operational environment
- Skills to build strong efficient relations with other functions such as Finance, Sales & Marketing department, HR
- Strong command of English, Excel, Power point
The offer:
- Salary and annual bonus. Full compliance with law
- Voluntary medical insurance – full coverage. Travel insurance
- Flexible working hours with hybrid schedule (partly in the office/ partly work from home)
- Office nearby Botanicheskiy sad metro station