1. Business Ownership
- Own the overall business performance of assigned accounts, including financial results, operational KPIs, customer experience, and client satisfaction.
- Drive profitability by balancing revenue growth, productivity, cost optimization, and operational efficiency.
- Take full accountability for achieving contractual/SOW commitments and business targets.
- Anticipate business risks and implement mitigation plans before they impact operations.
2. Strategic Planning & Business Execution
- Develop and execute mid-term and long-term operational strategies aligned with company vision and client business objectives.
- Translate business strategy into clear operational roadmaps with measurable milestones and execution plans.
- Lead capacity planning, workforce strategy, budget planning, and resource allocation to support sustainable growth.
3. Leadership & Organizational Alignment
- Lead, coach, and develop Operations Managers to become high-performing
business leaders.
- Ensure all Operations Managers align execution with company strategy, client expectations, and organizational priorities.
- Establish a strong culture of ownership, accountability, collaboration
4. Client Partnership
- Serve as the senior operational representative for strategic client relationships.
- Build trusted partnerships with client leadership through proactive communication, business reviews, and strategic consultation.
- Lead Quarterly Business Reviews (QBRs), operational governance meetings, and executive-level business discussions.
- Compliance risk management to ensure fit client's policy
5. Operational Excellence
- Ensure operational performance consistently meets or exceeds all contractual SLAs, KPIs, quality, compliance, and customer experience standards.
- Establish governance frameworks to monitor operational health and business performance.
- Drive root cause analysis and sustainable corrective actions for performance gaps.
At least 1 year experience in the same position or 2-3 years in a Manager position above.
Good at English (4 skills).
Experience in managing performance targets desired.
Project management experience, able to work independently on multiple concurrent initiatives.
Strong determination of KPI achievement.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Proven ability to do staffing and scheduling.
Ability to effectively manage cross-functional projects.
Ability to multitask and highly adapt to a constantly changing environment.
Excellent oral, written, and interpersonal communication skills.
Demonstrate problem-solving skills and strategic and analytical capabilities.
Intermediate to advanced reporting skills.
Moderate ability to identify and analyze data for trends and forecasts.
