上海招聘

职位描述：
公司简介：
在华美资独资公司：专业致力于汽车行业公共关系服务的美资跨国集团，
在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

工作地点：
浦东- 秀沿路上南路 (世纪大道地铁站提供班车服务）

福利待遇:
福利待遇优越：
1.五险一金；
2.商业补助型医疗保险；
3.年终分红；
4.节日福利；
5.带薪年假。
公司注重员工的发展及培训需求：为员工制定个人发展规划，并提供多样培训项目。
 
期待您的加入！

具体岗位介绍如下：
Position Summary
The Senior Manager for Asia Pacific Operations is responsible for developing and managing all client account strategies and ensuring high levels of client satisfaction for assigned programs within Region, including but not limited to current and future operations in Australia, Thailand, China, New Zealand, Korea, and the Philippines. This position will execute all Regional Strategies to achieve company financial and operational objectives, clients’ Scope of Work contractual deliverables, Service Level Agreement (SLA) metrics, and employee satisfaction expectations. The Senior Manager will partner with Sales/Client Solutions to procure new business and expand current business levels and will have financial accountability for all designated/assigned programs.

Duties and Responsibilities
Client interface
? Responsible for building and maintaining relationships with client base and all other business partners, including but not limited to evaluating opportunities for growth, participating in business planning sessions, monitoring and reporting SLA’s, negotiating Statements of Work/Client Rates
? Primary liaison with all Asia Pacific clients in the day-to-day handling and servicing of large/complex client projects
? Manage client relationships with minimal supervision
? Maintain the key interface between the client and the dedicated team(s) to provide briefings and updates as required
? Responsible for resolving issues. Where appropriate, escalation to the Global Operations Vice President may be required
? Maintains a positive, customer-orientated attitude when interacting with clients and internal Percepta departments
? Maintain up-to-date knowledge of client products, services, processes, sponsorships and events
Project Management
? Participate in the development of systems and internal working relationships needed to satisfy the client’s needs
? Assists in identifying and understanding the client's core business issues and requirements
? Negotiates workable timelines with client(s) and internal departments
? Management and oversight of multiple projects, clients, and conflicting priorities with success

Reporting
? Appraises the client and Percepta Management of the status of the account and performance against agreed metrics
? Appraises the client and Percepta Management of developments related to the client’s programs
? Handles and delegates as appropriate client correspondence

Operational
? Overall development of designated business operations, broadening the integration of services across programs
? Establishes operating procedures consistent with the client requirements, policies, and objectives and ensures their execution
? Evaluates the results of program operations regularly and systematically and provides key performance reports to the Vice President, Global Operations
? Oversight of Percepta China operations
? Provide Leadership and direction to Operation Managers by establishing communications that foster new ideas and innovative approaches, establishes development plans utilizing a variety of academic and internal/external learning opportunities
? Implement best practices from in-and other-markets, as appropriate, and promote an environment of continuous improvement

Communication
? Facilitate regular communication sessions advise/discuss both client and Percepta business
? Work with local/Global HR team to facilitate employee feedback and to develop Action Plans for improvements based on results of the Employee Satisfaction Survey
? Superior leadership, organizational, and communication skills

Business Development
? Identify opportunities to develop Percepta business with existing and new clients
? Through interface with key members of client teams, identify opportunities to enhance customer loyalty and satisfaction and drive revenue to the programs through enhanced customer and dealer contact processes
? Provide primary Business Development interface for existing customers
? Research and assist in the development of IT solutions that will benefit the customer’s experience through our operation and assist Percepta in streamlining processes

Fiscal / Business
? Manage all Percepta interests regionally in partnership with the global leadership team
? Ensure Percepta policies and practices are applied fairly and consistently throughout the region and that these are communicated at regular intervals where required, and/or as part of a regional/global update
? Validates that services agreed to in the contract are delivered. If client request is beyond the scope of the contract, teams with the Global VP to negotiate appropriate changes contractually that outline additional service
? Tracks financial performance against client PNs to ensure Revenue and OI targets are met

Leadership and teamwork
? Manage relationships with Human Resources, Training, IT Support, WPA and other functions (local and abroad) to collaborate and obtain support for the project
? Identify and communicate any areas for improvement within the business to appropriate leadership and take responsibility for driving the implementation of improvements
? Identify and escalate developing trends in customer or product concerns
? Be supportive of company initiatives and help build a supportive and exciting work environment
? Attend networking and other activities where Percepta can be actively promoted
? Conduct interactions with staff, customers and clients professionally and act as a positive role model at all times
? Able to provide leadership and demonstrate teamwork

Other
? Manage special projects as assigned by Global Leadership
? Able to anticipate and recognize potential problems. Uses systematic approach to decision-making, especially when under pressure
? Follow all Health and safety rules and regulations
? Able to travel for both domestically and internationally with current passport, visa, and travel papers
? Working hours are Monday to Friday between 8am and 6pm. The Customer Relationship Center is open 7 days per week. The Senior Manager is expected to be available to resolve escalated concerns during all operating times
? Adheres to the Percepta global values

Experience
? Client / Account management and / or business development experience essential
? 7+ years management experience within a service driven or industry- related corporation
? 7+ years experience in call center management
? Strategic management / planning experience and ability to demonstrate these skills
? Experience in leadership and people management
? Sales / Marketing experience advantageous

Education
? University degree in business or a related field of study

Skills
? Fluent in Mandarin and English
? Ability to provide constructive feedback at all levels
? Good facilitation, negotiation and presentation skills
? Good report writing skills
? Knowledge of computers and software (MS Office) as well as a knowledge of call center technologies and the ability to demonstrate expertise 举报 分享

Percepta成立于2000年。总部位于美国，是一个由全球著名客户呼叫服务公司Teletech和福特汽车公司投资的全球性呼叫中心合资企业。专业致力于汽车行业公共关系服务的美资跨国集团，在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

Percepta拥有1700名员工，遍布全球十二个国家，如美国，英国，澳大利亚，德国，南非，中国,泰国等。

汽车行业 (福特,大众,捷豹,路虎,林肯,标致等等)
生产
医药
金融服务行业

Percepta China（百塔中国）期待您的加入！

www.percepta.com