The Role: We are looking for a seasoned Operations professional for Vietnam. The identified resource is expected to manage the delivery & operations for a Delivery client. This individual will lead client engagement and will be fully responsible for delivering to client SLAs. He/ She will proactively engage/ work with all support functions - Hiring, Training, Quality (transactional & process improvement), Finance for success of the account. He is responsible for Employee Engagement, Retention, mapping career paths, employee development and create a culture of ownership amongst staff. He / She will be responsible for financial performance of the account.
Key Responsibilities:
Key Responsibilities:
- Service Delivery – achieving all key contractual SLAs
- Day to day Client management
- Lead all client and internal calls for the process, single point of contact
- Direct WFM, Training and other shared services for optimum functioning of account
- Single point of contact for all financial decisions regarding the account
- Manage attrition and career planning of all employees within span of control
- Grow account strategically to increase top line for the organization
- Manage and improve profitability of the account
- Ensures continuous improvement in service delivery through Process Improvement Initiatives
Desired Skills:
- Vast experience (hands on) in contact center / outsourcing space
- Currently at Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads. Have capability of building a high -performance culture of inspiration and motivation.
- Can provide high- level advice on strategic planning, performance management and continuous service quality improvement.
- Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.
- Can work with the Senior Management Team both inhouse to improve performance, service quality, processes, and information flow
- Knowledge of leading delivery with Voice business services is mandate
- Ability to monitor efficiency parameters (seat utilization/ shrinkage/ attendance management / retention etc)
- Ability to work under pressure and adapt & drive the team to meet constant changing dynamics
- Ability to manage client expectations and drive high e-Sat / VOC
- Strong financial management acumen. Understanding of P&L
- Strong understanding of contracts and key BPO dynamics governing them
- Strong customer service orientation and client management skills
- Robust experience of driving key customer metrics like NPS/ CSAT
- Fundamentally a strong people manager. Should be able to guide a team to success