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:

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