Role: Delivery Project Executive - Operations- Location: Bangkok, Thailand- Budget: 120K-150K THB- Open for - 1 Local & 1 Expat (Malaysia, Vietnam, Indonesia, Japan, etc.)- The Role:We are looking for a seasoned Operations professional for Thailand. The identified resource is expected to manage the delivery & operations for a Travel & Transport 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) HR, 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- 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**Job Types**: Full-time, Permanent**Salary**: RM16,000.00 - RM19,000.00 per monthApplication Question(s):- How many years of experience as Delivery Project Executive - Operations?- Have you managed/managing 300-400+ FTE's/Headcounts?- Do you experience experience in Operations at least minimum 10-15 years?- Location is Bangkok Thailand, are you willing to relocate?- How many years of experience in a BPO company?**Education**:- Bachelor's (required)
