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Senior Manager, Service Delivery

  • Location

    Hong Kong, Hong Kong

  • Sector:

    Fashion & Lifestyle, Hospitality, Banking

  • Job type:


  • Salary:


  • Contact:

    Nick Jones

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    over 3 years ago

  • Expiry date:


  • Consultant:


There is an opportunity to join a leading lifestyle services business in a Senior Manager, Service Delivery role. This position will be responsible for the overall management and daily operational efficiency of the service centre, with a customer focus on the ultra high net worth individual. The role will include developing and managing the team structure, content, processes, productivity, systems and financial performance to deliver best-in-class service and experience.


  • Day to day management of the delivery platform ensuring that all operational client services requirement are in alignment and achieved within the contracted scope of work
  • Manage distribution of tasks/responsibilities in line with specialisation and productivity/ performance goals
  • Supervise ASDM, Learning and Development, Quality Assurance, Supervisors and other staff as assigned in the execution of their duties
  • Be the operational point of escalation for complaint cases/escalation cases for review, guidance and prompt resolution
  • Ensure platform availability and as required execution of contingency management scenarios
  • Drives high touch of service delivery across all operational functions
  • Manage resources by optimising rostering, including contingency management, to ensure efficient service delivery service levels are met
  • Actively supports all new business development proposals, renewals and RFP's by developing and maintaining operations workflows to support consistent sales and commitments locally, regionally and globally as assigned
  • Work on an ongoing and structured basis with client service teams to drive client engagement, performance management / growth and delivery
  • Manage Quality Assurance (QA) function and process to identify and enhance service quality deficiencies within Regional/Group framework
  • Manage/develop training function to train, enhance and up-skill team in core skills areas and soft skills, up-selling, system and processes, client/concierge services and concierge culture
  • Actively manage cost effectively and find efficient means to drive efficiency and performance


  • At least 10+ years of proven experience in operations or call centre serving high net worth or affluent customers
  • Management experience of team size larger than 50 people
  • Strong background in the service industry
  • Exposure to digital and mobile delivery and customer interaction platforms
  • Client account management experience
  • Experience in banking / hotel / travel / lifestyle industry will be a significant advantage

If you feel that your background is suited to the role please apply below;

SR Group is acting as an Employment Agency in relation to this vacancy.