Regional Account Delivery Manager (BPO)

Our client manages global organisation internal workflow or business process with their proven BPO outsourcing methologies so as to improve their business operational efficiency in areas where there are heavy document input, output or workflow operations across departments and across geographical sites.

The Account Delivery Manager is a customer-facing role responsible for operational service delivery. This is a leadership role in the account delivery structure and may entail leading a virtual team across multiple countries, organizations and business units in order to provide seamless service to the customer. Depending on deal scope, this may be a regional or global role and may cover one or more deals.

1. Regional Point of contact and accountability for customer operational management, responsible for:

1. Operational management level customer relationship/satisfaction

2. Delivery to agreed service levels

3. Delivery to deal Plan of Record (transformation plan, etc.)

4. Regular customer reviews

5. Operational planning/execution

6. Change Control management

7. Service Requests

8. Escalation management

2. Lead, work through and drive a virtual team of delivery managers/leads and the organizations (Country or Service Providers/3rd Party Vendors) to:

1. Meet SLA performance, in a way that is seamless to the customer

2. Meet financial (cost of delivery) plan

3. Meet deal Plan of Record (transformation plan)

4. Handle change requests, projects

5. Manage escalations

6. Provide direction on priorities within the account, where there is conflict

3. Proactively manage the customer, business management – to ensure that operational standards are followed, improvement opportunities are supported and reported on, delivery/revenue leakage is prevented.

4. Support new business opportunities

1. Work in collaboration with Business Management Team to identify and follow-up on opportunities (increase revenue over contracted suite of services, improvement)

2. Support deal teams in pursuits and transitions

5. Act as a channel to bridge the customer (operational management), account team and delivery teams (global, regional, country, 3rd parties)

6. Champion team-working, re-use, knowledge sharing and promote the increased use of centralized shared services capability

7. For Lead ADM:

1. Provide overall leadership to the ADM team, across the region

2. Resource manage the ADM team

3. Develop, deploy and maintain an account delivery Management methodology/toolkit to be used by ADMs

4. Motivate, develop and mentor other service delivery employees and managers

5. Anticipate future challenges within the industry and identifies the implications for service delivery including likely future capability and resource requirements.

Essentials

1. Degree in engineering, computer science or related fields

2. Preferably strong experience in the financial services and/or manufacturing industries.

3. Experience working in regional/global teams

4. Strong customer service background – ability to work at prime customer contact level

5. Strong project/program management experience

6. Min 8 years of work experience, 5 of which should be in a service environment (preferably in an outsourcing context), 3 of which should be in an operational management or account delivery management role.

7. Cross-functional understanding/experience of service delivery in an outsourcing context – i.e., broad understanding of finance, HR, sales, implementation, operations, etc. and how they work together

8. Strong leadership skills – high level of drive, initiative; assertive; good communication skills – across all levels; strong analytical and problem solving skills

9. Strong customer service/management skills

10. Acts professionally at all times and encourage professional standards among subordinate staff

11. Speaks and writes fluent English

Desired

1. CITPM, PMP certification desirable, not mandatory

2. Good Document Outsourcing operation experience – centralizing and controlling volume document production, mailroom and distribution.

3. Good Business Processing operation experience – converting traditional, document-intensive business processes into digital-based approach.

4. Able to speak an Asian Language or more (e.g. Thai, Japanese) will be a plus point