Job Overview And Responsibility
OPERATIONS
- Benchmark client's competitors, and provide better solution to clients and customers
- Able to upsell/cross-sell to the clients to enrich the business features which can add values to their in-house business strategies
TEAM DEVELOPMENT
- Always seek ways to develop the performances of the supervisors and direct reports through upskilling initiatives
- Able to control over the pace and direction of an initiative for operational improvements and sustainability
CLIENT RELATIONSHIP
- Reflect good understanding about customer needs and client's business to ensure the business solutions are matched
- Able to propose new services/business proposition based on client business plan in order to contribute to client business expansion
BUSINESS PLANNING
- Able to plan and maximize team performances within the budget allocated
- Drive the approaches and strategies towards realizing the business plan
Personal Skills
- Deal with decision-making within their area of responsibility and implement projects that will meet the strategic objectives of the organization.
- Establish trust and keep good relationship with clients for additional and new business to bring maximized sales and profit.
- Take ownership for the team performances and improve it through clear communications and delegations
- Display excellent leadership skills and able to bring the team together and resolve any conflicts, if occurred
- Use the analytical, fair and critical thinking to make sound decision
- Organize and able to plan sensibly towards achieving the goals and targets set
- Able to manage composure and tolerate with challenging environment
- Set of moral values centered on importance or work and desire to work hard
Operational Skills
- Well verse with client product or services which can lead to an excellent performance of the team
- Possess the related computer literacy and navigation skills to expedite the tasks and maximize productivity
- Minimize the costs of operation by meeting the quantitative and qualitative requirements and by maintaining standard of resources in responsible projects and department.
- Able to present the required reports for the management
- Formally delivers information & presentation to groups about products & services
- Structure and direct team members work on projects or program to ensure best performance are delivered
- Ability to make decisions efficiently to resolve customer's issues
- Manage the staffing requirements on the operation floor through effective forecasting & scheduling, attendance management, headcount projection and recruitment
- Able to use and analyse the performances data to manage the performances at all levels
Strategic Skills
- Well verse with customer service and contact center operations and able to manage it accordingly
- Excellent in managing the clients and stakeholder to ensure expectations been heard and responded
- Sound confident, competent and efficient to lead to higher possibility of operation effectiveness, greater client and customer satisfaction
FRAUD PREVENTION & INFORMATION SECURITY
- Adhere and ensure project members adherence to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times.
- Understand non compliance and fraud policies and conduct professionally at all times. Report to management if there is any suspected risk or fraud detected.
SECTION C: KEY JOB TASKS
DAILY
- Develop and improve coaching skills of all leaders
- Manage escalated transactions from clients/customers/team members
- Review, plan and update leave requests from all levels
WEEKLY/ MONTHLY/ QUARTERLY/ANNUALY
- Update team members on process and policies changes rolled out by client
- Participate/Organize weekly meeting on project updates
- Complete the needs of reporting such as Operations Health Check, EWS Process & it's Analysis etc
- Able to compute profit and loss of the project
- Address and manage attrition consistently and continuously discuss the progress and ways to improve with Operations
Others
- Always seek ways to have discussion on Probationary Scorecard, Operational Policies, setting of expectations etc for further improvements
- Prepare, develop and present project's performances to client
Required Skills And Experiences
Education
- Graduate of Any 4 year course
Experience
- Work experience in the same or related role for at least 3 years
- Work experience in the Travel Insurance domain
- Exposure in the multinational BPO / Call Center industry
- Strong background in managing customer-centric KPIs (CSAT, NPS, etc.)
