大连 [切换城市] 大连招聘大连客服及技术支持招聘大连客服总监(非技术)招聘

Regional Service Delivery Manager（日英双语）

安瑞雅信息技术服务（大连）有限公司

  • 公司规模：50-150人
  • 公司性质：外资(欧美)
  • 公司行业：外包服务  专业服务(咨询、人力资源、财会)

职位信息

  • 发布日期：2014-05-24
  • 工作地点：大连-沙河口区
  • 招聘人数：1
  • 工作经验：五年以上
  • 学历要求：本科
  • 语言要求：日语精通
    英语精通
  • 职位月薪：面议
  • 职位类别：客服总监(非技术)  客服经理(非技术)

职位描述

The Regional Service Delivery Manager is accountable for the service performance and operational profitability of a global account

To ensure that Operations (HRO, AMO and ISO) are globally delivered according to the contract in term of timeliness, quality and budget as well as assuring SAS 70 compliance within the account.

The Regional Service Delivery Manager manages the operational relationship with the customer as well as all NGA Service performance issues on the account.

Sell:
§ Participate in opportunity pursuit team as early as possible in sales cycle
§ Close involvement in solution design
§ Identify up sell opportunities to VCM/GSDM in BAU operations
Implement:
§ Active participation in Due Diligence
§ Sign off of Global Delivery Planning including Global templates
§ Manage change request (including sign-off)
§ (Local) Business blueprint sign-off
§ People and Process Transition sign-off
§ Go-Live Acceptance sign-off
Operate:
§ Operational Planning & Organization design
§ Delivering Services to given budget
§ Focus on continuous Improvement
§ Setting-up client governance model
§ Quality, Issue and Risk Management
§ SLA reporting
§ Change request management

Operational Excellence responsibility:

§ Schedules governance meetings with the customer and actions output

§ Creates local and regional key contacts within NorthgateArinso and the customer

§ Organizes the regional steering and/or vendor meetings.

§ Liaise with Local Operations managers to align Local Operations team involvement

§ Manage the incident/escalation process and communicate with customer while keeping the Operations managers informed

§ Interface between customer and Operations teams

§ Ensures customer satisfaction within the terms of the contract

§ Identifies and implement opportunities to improve operational efficiency

§ Improve deal profitability through operational excellence focus

§ Define business continuity for client together with global, regional and local operations managers

§ Ensure that work processes are documented and stored to ensure business continuity in case of continuity situation

Contract and Service Information responsibility:

§ Provide overviews per country of service agreements such as service model, Statement of Services and SLA

§ List all contractual obligations, such as SAS 70, service locations, etcetera

§ Act as single point of contact for all countries for contractual questions

§ Organizes information sessions for case managers and employees pre go live

§ Instruct and Support the local teams post live with clarity on processes, contracts and SLA's

Financial Focus
§ Owner of operational budget within the region
§ On time invoicing of recurring services and change requests.
§ Provide the VCM / GSDM/ Sponsor and GSDD with accurate and up to date financial reporting
§ Works on operational cost, budget management & control

o Own and drive operational Change Requests

o Identify and implement opportunities for cost reduction

o Controls SLA reporting, claims, penalties and earn backs


Key Information sources used to monitor performance
§ Client SLAs/KPIs and operational dashboard incl. credits and earn backs
§ Customer satisfaction
§ Operational productivity metrics
§ SAS 70 compliance reports
§ Operational P&L

公司介绍

NorthgateArinso安瑞雅信息技术服务（大连）有限公司及上海分公司，自2010年7月建立运营至今，主要为大中华区、日本及韩国客户提供一站式的人事外包服务，其中包括员工管理，薪酬，福利，招聘，培训以及人才管理等。同时，也为亚太区提供内部人事系统技术支持服务。

我们是全球领先的人力资源软件及服务供应商，为各种规模的企业，包括全球财富500强单位，提供创新的人力资源商业解决方案。通过战略管理咨询、外包服务、系统整合以及软件方案，我们的10000名员工致力于为客户提供卓越人力资源服务。

NorthgateArinso是全球五大人力资源服务供应商之一，在五大洲35个国家设有分公司。在亚太区，我们有8个分公司，3个全球服务中心和1个数据处理中心，分别在中国、中国香港、菲律宾、马来西亚、新加坡、澳大利亚、新西兰、印度和泰国。

联系方式

  • 公司网站：http://www.ngahr.com
  • 公司地址：大连市数码广场5号大连软件园11号楼5层 (邮编：116023)
  • 电话：18504251495