北京招聘

职位描述：
Job Responsibilities
The Regional Lead, Service Operations will be responsible for driving growth, reaching business objectives, and driving highly effective delivery teams. With the incumbent’s broad strategic, the regional service-line delivery leads will redefine the client’s experience and develop strategies to deliver the key performance indicators and service line agreements. The incumbent will develop business strategies, leading Operation teams and manage client relationships. The incumbent will manage the day-to-day client-specific service/operational deliverables, operational excellence and quality.
Responsibilities
? Establish and maintain professional executive business relations with clients, distributors and vendors and to ensure a high level of service and client satisfaction
? Oversee the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy
? Work directly with the Service Delivery teams and other key leaders in driving new revenues and increasing growth within existing accounts
? Develop strategic and tactical goals and objectives, review revenues and costs, and coordinate operations throughout accounts
? Support key initiatives/partnerships designed to advance business goals
? Manage day-to-day Account Management activities, including strategic planning, development and implementation of appropriate business operations
? Work with senior management, client representatives, and other resources to administer effective strategies, solutions, and policies consistent with established Company-wide goals and initiatives
? Serve as the company’s primary point-of-contact for client relations and satisfaction, deliver on client expectations; ensure effective account management, employee performance and productivity
? Facilitate activities with related department heads and stakeholders, provide leadership to subordinate employees, and ensure client advocacy at all levels of operations
? Develop management protocols and accountabilities to ensure the timely and thorough execution of sales strategies and ensure coordination and integration with broader corporate goals and objectives

Skill & Qualification
? The ideal candidate will have at least 12 or more management experience in a fast paced, rapidly changing operations environment.
? Bachelor’s degree in sales or closely related business field or an equivalent combination of professional, directly related experience and directly related education; MBA preferred
? Should be currently working as VP / Head / Director Operations in an MNC BPO in Voice / Customer Care process in an International process in an MNC BPO.
? Prior experience in leading international operations, specifically European continent.
? The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
? Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
? The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
? Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. 举报 分享

ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.

高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。