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Head of Operation

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Head of Operation

  • Location:

    Ho Chi Minh City

  • Sector:

    Monroe Consulting, BPO & Shared Services

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Naomi

  • Contact email:

    thy.nguyen@monroeconsulting.vn

  • Job ref:

    BBBH402967_1661415794

  • Published:

    about 1 month ago

  • Expiry date:

    2022-09-29

  • Client:

    Monroe Consulting Group

International award-winning executive recruitment expert Monroe Consulting Group is recruiting on behalf of a global business services firm. As the business keeps developing, our client is seeking for Head of Operation position.

Job Summary:

The dedicated Head of Operation will be managing the delivery & operations for a Delivery client.

Job Responsibilities:

  • Achieve all key contractual SLAs
  • Lead all client and internal calls for the process, single point of contact
  • Single point of contact for all financial decisions regarding the account
  • Grow account strategically to increase the top line for the organization
  • Manage and improve the profitability of the account
  • Ensure continuous improvement in service delivery through Process Improvement Initiatives

Job Requirements:

  • Minimum 10 years of experience in the contact center or outsourcing space and strong knowledge of leading delivery with Voice business services.
  • Currently in Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads.
  • Have the capability of building a high-performance culture of inspiration and motivation.
  • Can provide high-level advice on strategic planning, performance management, and continuous service quality improvement.
  • Undertake the development, implementation, monitoring, and reporting of the Operations Plan to meet the goals.
  • Ability to monitor efficiency parameters (seat utilization/shrinkage/attendance management/retention etc).
  • Strong understanding of contracts and key BPO dynamics governing them.
  • Strong customer service orientation and client management skills.
  • Robust experience in driving key customer metrics like NPS/CSAT.
  • Fundamentally a strong people manager should be able to guide a team to success.
  • Advanced English.