Program Time Zone Lead

5 months ago

Malaysia OutsourcingBPO consultancy Full time

We are working with a leading Outsourcing/BPO company that is looking to recruit an English-speaking Program Time Zone Lead for their Kuala Lumpur office.

As a Program Time Zone Lead, you are accountable for the overall program and all it’s line of business performance under the region / time zone of your care. You will align to the Business Operations and lead your teams to achieve Business Objectives defined by both Internal and client stakeholders. You are accountable to ensure the day to day operation will have a smooth process and strive to overachieve KPI/SLA set by the client and the management; strengthen the relationship and expectations of the client; and manage the program yearly budget and revenues. You

will also act as the regional on-site facilitator of people and performance driver to ensure sales motions and processes are understood, followed and evaluated.

Position: Program Time Zone Lead

Location: Kuala Lumpur, Malaysia

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

- Work with the management team to plan and execute customer strategy and tactical operation of the program
- Understand customer’s business needs and translate those business needs into people skills and execution strategies
- Design, enhance, implement, and standardize processes, procedures, and execution methodology to ensure consistent growth of the program
- Ensure the service provided meets and exceeds expectations in the KPI/SLA
- Deliver weekly, monthly, and quarterly reviews to the management and clients
- Be the interface between stakeholders, clients, and internal teams.
- Analyze the competitive environment of the customer and provide market feedback to the client and work with them to formulate improvement plans
- Manage program budget to ensure all internal financial objectives are met and exceeded, including timely billing activities
- Lead, develop, manage, and motivate the team to become a high-performance team; and address people issues in a timely and effective manner
- Build and maintain global Vendor relationships for effective partnering, sharing of best practices/information, and methods to provide feedback into the global program
- Act as a liaison to regional leadership, as well as to regional Vendor counterparts across the globe to promote information and best practice sharing
- Conduct weekly interlocks on systems, tools, accounts, trouble tickets, onboarding, and staff changes, including language support.

REQUIREMENTS:

- Good command of both English and Mandarin languages, able to converse in Cantonese will be an added advantage
- 10+ years of relevant work experience in business operations, business planning, analytics, performance management/controls, and finance/budget management
- 5+ years of program and/or business management experience
- Experience in Cloud Business in APAC (Asia + ANZ) Region is a must
- Has a consistent record of leading strategic initiatives
- Strong communicator with organizing abilities and a process-oriented work style
- Driven and assertive with the ability to work independently
- Demonstrates strong analytical and problem-solving skills with attention to detail
- Strong business planning skills and financial acumen
- Strong interpersonal skills, including demonstrated ability to collaborate and influence leaders
- Demonstrable experience in business planning and operations skills (dashboards/KPIs, managing business rhythms, systems thinking, etc.)
- Excellent interpersonal skills with the ability to work well in collaborative situations.

BENEFITS:

- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential.

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