Qualifications

Requirements:

• Degree in discipline or equivalent diploma
• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills
• 8 years of experience in operations, preferably in BPO/ITES industry
• 5 years of people management experience, including managing team leaders, and a strong desire to develop team members.
• Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support.
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
• Adaptable and energized by a fast-paced environment, Significant experience in a complex fast paced environment.
• Excellent written and verbal communication skills Preferred Requirements:
• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
• Build a positive relation with Client to create new business opportunities.
• Identify potential risks and opportunities of improvement in the process and suggest solutions

Responsibilities

Responsibilities:

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development). Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW.
• Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.
• Provide exceptional people management, mentorship, and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement.
• Drive Operations teams to deliver continuous improvement and productivity/quality gains.
• Flag and escalate business risks timely to the Client teams