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 client. He / She will proactively engage/work with all support functions - Hiring, Training, Quality (transactional & process improvement), and Finance for success of the account. He/She is responsible for Employee Engagement, Retention, mapping career paths, employee development, and creating a culture of ownership amongst staff. He / She will be responsible for financial performance of the account.
Key Responsibilities:
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.
Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.
Work with the Senior Management Team both inhouse/CNX to improve performance, service quality, processes, and information flow.
Job Requirement
Currently work as Senior Manager role (min 100HC), experience in operations team lead.
Knowledge of leading delivery with Voice business services mandates.
Experiences in hands-on contact center/outsourcing space.