[CLIENT SUMMARY]
As Head of Operations for this leading global BPO provider, you will manage entire spectrum of Operation, objectives and, overseeing the accomplishment of production and financial objectives, and playing an important role in managing the relationship with the corporate client. The area of responsibility for this role is vast and thus requires thorough knowledge of various company processes across multiple domains. The ideal candidate must be competent and able to plan many operational activities. You will always look to implement the most efficient business ways. Your efforts will focus on finding and implementing the most efficient ways to run different Accounts, overseeing the accomplishment of production and financial objectives, and playing an essential role in managing the relationship with the corporate client.
[RESPONSIBILITIES]
• Manage the delivery of a global large program.
• Ensure that the Account Managers/CCM deliver to the requirements for their role.
• Implement company-wide management-approved strategies.
• Propose and fulfil the approved management budget.
• Perform follow-ups with corporate clients and create close relationships with high-level decision-makers to create new business opportunities.
• Have a daily review of KPIs and margins of projects assigned to the management scope.
• Ensure the processes of continuous improvement, proposing improvement and innovations.
• Methods across the department and the company (producing fresh and imaginative ideas and solutions.
• Provide the Managers with a clear sense of direction, ensuring the knowledge to develop the feeling of "Care" to achieve excellent results in motivation, inspiration, attendance, and engagement.
• Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets and costs of sales in each division to achieve financial objectives.
• Communicates and explains new directives, policies, or procedures to managers; for significant changes, meets with entire operations staff to explain differences, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Performs other related duties as assigned
[REQUIREMENTS]
• Bilingual Language Capability – English & Japanese
• 8+ years of leadership experience in Contact Centre & Customer Experience Management for international markets
• Experience managing projects of more than 1000+ FTEs.
• Experience in managing financials: budget, margin, and P&L
• Ability to make decisions under high levels of stress.
• Excellent interpersonal skills and teamwork mindset.
• Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
• Excellent organizational and leadership abilities.
• Working knowledge of data analysis and performance/operation metrics