| 作者 |
 大连招聘,Client Service Lead |
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fomary
[博客]
[个人文集]
游客
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作者：游客 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Skills, knowledge & experience
1.Broad commercial experience in the Services Indusrty
2.Demonstrated leadership and strong management skills
with at least 5 years management experience
3.Ability to lead, manage and operate in a low margin high
volume service function
4.Ability to scale a large cost efficient Service Operation
5.Experience of working within a customer focused, service
environment preferably with a global corporation in
China or Japan
6.Experience of working in a complex global business
process operations environment with operational and
financial budget responsibility
7.Degree holder with Finance qualification ie: ACCA, CPA,
CA
8.Fluent English and Mandarin skill both oral and
written. Also basic Japanese
9.Strong interpersonal skills with the ability to
establish and maintain good relationships at equivalent
levels in client organization and influence key
stakeholders
10.Excellent people management skills. Ability to head a
client team and act as a role model.
11.Ability to build working ‘partnerships’ with clients,
Accenture internal Operating Groups, Dalian and Shanghai
business community
12.Time management skills and ability to operate under
pressure maintaining focus on required outcomes
13.Ability to focus on the Continuous Improvements of the
service delivery functions
14.Must have a people oriented focus and understand their
importance within the business
15.Intellectually bright and adaptable
16.A strong manager both people and results
17.Clear, succinct communicator
18.Leadership skills yet also able to work effectively as
part of a team
19.Preferably a Dalian or Shanghai local with established
connections and networking
Responsibilities
1.Effective overall leadership of the BPO service
functions of the Center
2.Effective daily management of BPO transaction processing
activities relating to the delivery of the BPO
Businesses in line with the Service Level Agreements
specified in the client contracts
3.Achievement and improvement of the BPO functions
contributing to the financial performance of the Centre
in compliance with established performance targets and
advising on commercial viability and future planning on
client contracts
4.Achievement and improvement of customer satisfaction
levels as determined by SLA’s
5.Work along side the Client Service Teams (CST) when
selling the Centres capability to new clients and
transitioning the BPO Services into the Centre
6.Develop, foster and maintain business relationships with
key business contacts within China and abroad.
7.Ensure the BPO Service Functions comply with the Quality
Control Manuals, eSCM, Operations Manuals, Service
Level Agreements and meets all metrics described in the
Key Performance Indicators
8.Perform such administrative duties such as performance
evaluation of direct reports, ensure compliance with
budgetary tracking, and assist in writing service
management reports
9.Evaluate direct reports and provide counseling,
mentoring and overview of their daily work
10.Act as a role model, taking the initiative to improve
the overall effectiveness of the Service delivery teams
11.Provide training and career development of direct
reports
12.Interfacing with senior management and assisting with
initiatives that add value with the running of the
business
13.Assist with the creation of a continuous improvement,
quality and customer service environment that
cultivates innovative ideas for process and customer
service enhancements and the adoption of new technology
for performance and productivity increase.
作者：游客 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 大连招聘,Client Service Lead -- fomary - (3846 Byte) 2005-1-12 周三, 13:00 (1347 reads)
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