Key responsibilities:
1. People Management: Supervise and manage the overall performance of staff in his/her department. Involved in employee selection, career development, succession planning and periodic training. Developing guidelines and policies for the engagement. Working out compensations and rewards

2. Operations management: Identifying problems, creating choices and providing alternatives courses of actions. Plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his/her specific process (es) in order to ensure budget & pricing assumptions compliance

3. Process Compliance & Improvement: drive process improvement and ensure continuous improvement based on business requirement. Reviews process compliance and signs off on SOP changes as part of the quality plan in order to ensure robustness of the process

4. Quality Planning (QC/QA): Reviews the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the specific process (es)

5. Client Satisfaction: Effective communication and interaction with the client. Meets and exceeds the client’s expectation. Proactively adjust potential issues before it occurs

6. Reporting: Report weekly/Monthly SLA for the engagement. Publish monthly performance review for the engagement

7. P&L (Finance): Responsible for the growth and increase in the organizations' finances and earnings. Responsible for penalty lost by SLA breach

8. Transition coordination: Develops plans, identifies people, coordinates infra and technology requirements with the transition team to deliver on target delivery model. Provides resources to transition team to finalize the process definition & documentation, signs off for the specific process (es) within his/her purview to finalize the To-Be process. Provides inputs on training/ certification methodology to the transition team to ensure right skilling on engagement

Other responsibilities assigned on adhoc basis based on company requirement not limited to above listed responsibilities.

Requirements:

1. At least 8 years management experience in MNC environment incl. min.3 years in Customer service operation, understanding of business and effective management and communication, strong client relationship management skills.

2. Fluent in English and Mandarin, knowledge of other language will be a plus.

3. Strategic and result orientation

4. Excellent Collaboration & team oriented

5. Excellent communications and analytical skills

6. Proficient in office tools, words, excel, Visio etc

7. Mature, high level interpersonal, positive manner and leadership skills

8. Savvy client management skills and good business acumen to understand client needs

9. Good interpersonal skills and manage by objectives

10. Education: Bachelor or equivalent degree holder and above, overseas education is a plus.

上班地址：滨兴路