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Delivery Project Executive- Operations

3 weeks ago

กรงเทพมหานคร, Thailand GrowthFn Full time

Open for - 1 Local & 1 Expat (Malaysia, Vietnam, Indonesia, Japan, etc.)
Budget: 120K-150K THB

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 succes

Pay: ฿120,000.00 - ฿150,000.00 per month

Ability to commute/relocate:

- กรุงเทพมหานคร: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have extensive experience in people management; KPI and have managed/you are managing a total 300-400 Full time employees?
- Your nationality
- Your current location
- This position is with Concentrix Thailand, have you applied for it before?
- Current salary
- Expected salary
- Notice period

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Operations in BPO/Call center: 10 years (required)
- Operation & Service Delivery: 7 years (preferred)

**Language**:

- Thai (required)