Full Time

Engagement Director

Posted 4 weeks ago
Application ends: November 20, 2021
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Job Description

  • Great platform with huge potential
  • Diverse cleint portfolio

About Our Client

Our client is a well-known company in finance service, consulting and digital transformation.

Job Description

  • Overall delivery of services according to signed contracts, profitability, growth, Client satisfaction of all Engagements assigned to his/her portfolio. * Acts as a point of contact within customer organization for troubleshooting and resolving all issues arising from delivery-related account activities. * Understands what it takes to manage a business and uses these insights to gain better understanding of the client’s needs and to position the value offered. * Developing strong networks in the functional business lines within the organization as well as with the key client stakeholders. * Ensuring the requirements of all aspects of defined company policies and standards are met within his/her Engagement portfolio. * Manage the talent pipeline within the team to ensure organization resilience on a Short, Medium- and Long-term basis. * Supporting the implementation of the global business service Location Strategy. * Mitigation of conflicts e.g. between Delivery teams from different centres. * Provides accountability and authority for: o Portfolio management o Client satisfaction o Business planning and strategy o Partnering with HR functions o Drive process innovations and transformation. * Ensures that management is informed of business performance responsively and as required to support business planning & decision-making.

The Successful Applicant

  • 15-20 years of proven experience in Shared Service Center (SSC) and Business Process Outsourcing (BPO) in a global complex environment. * Should have led large shared services operations from a delivery perspective. Minimum of 100 Headcount. * Experience in building shared services teams involving transitioning of existing delivery from multiple locations to an offshore location. * Increasing Operations efficiency & Service Delivery with Team building and People Management Skills. * Focused on customer value and improvement of overall customer experience (CSAT, internal quality processes). * Leadership skills in a multicultural environment. Cultural sensitivity and ability to work internationally * Strong relationship building, communication, and influencing skills. * Ability to bring innovation to challenges and to overcome problems and obstacles as they arise, as well as take action and produce desired outcomes with limited direction * Strong commercial awareness and project management ability. * Experience in implementing transformation through RPA and Cognitive is preferred. * Program/project management; strategic planning; process optimization; contact center integration; customer interaction management; and business development. * Preferably Six Sigma /Black Belt Certified. * Open to 30-40% traveling if requires.

What’s On Offer

  • Attractive package and benefits 2. Great platform with huge potential

Contact: Sigrid Zheng

Quote job ref: 4182226