上海招聘

Job ID 877525
Location China, Chongqing
Job Category Operations
Division Operations

Job Description:

CDC - Business Program Manager - Operations - JD

Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with our partners, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience, and serving as the customer advocates within Microsoft for driving customer-centric product improvement.

Business Program Manager - Operations

Global Delivery is seeking to fill a position “Business Program Manager - Operations” within its Operations team. The Operations team is involved in several key activities like Business planning, Rhythm of Business, Cross charge/Billing mechanism/tools, reporting etc. We are looking for an individual, who can strongly influence the business decisions by developing and institutionalizing a data-driven analysis and compliance culture. This person’s primary role will be to partner with all engagement leaders both at GD / MCS, Regional Operating Centers (ROC), Tools Team (GD & Corp), Field Enablement teams, in identifying high-impact business problems and develop viable solutions through data analysis and modeling. This position is full-time and located in our CDC-Chongqing, China.

Responsibilities:

- Be the local Change manager and Change Agent for WW, Regional, Area and Subsidiary services projects, securing full adoption and providing area/subsidiary feedback on the project execution and adoption.
- Identify and execute on opportunities to implement ongoing improvement in business operating procedures and practices and Corp HQ programs. Optimize for local geography’s needs, and provide feedback on adoption.
- Partner with the ROC leadership in driving Process Improvements and Service Quality improvements Manage the local process of resolving queries from cross charge by driving resolution of queries and issues with appropriate teams.
- Serve as first point of contact for all operational enhancements, questions, and concerns.
- Support Finance and ROC in the month-end process in order to close the month correctly, efficiently and on time.
- PARTNER with Business, Finance, ROC, GD Hub and Local Compliance Manager on all Services Audits and drive Operational metrics like Time conformance, Time approval, Quality of time projection, Utilization, Delivered Hours, Pre-sales/Pursuit etc
- Serve as the point person for questions, escalations, and exception handling relating to standard processes.
- Support Finance and Services leadership in performing MYR and FY14 planning & budgeting activities, RoB business reviews (WBU, MBU, QBU, MYR, etc) through data analysis, providing rich business insights and driving planning.
- Drive Integrated Forecasting adoption and Accuracy, capacity planning etc
- Support Services leadership by driving services scorecard to green and driving local actions to improve scorecard results and business results
- Drive all Services scorecards, track and report actuals vs targets and provide awareness, insight and early warning to Leadership on status of attainment.
Requirements:

-Engineering, Finance or any graduate, with relevant experience of 7 to 9 years, MBA preferred from reputed institute
-Highly analytical and process driven. Ability to handle large data and provide insights
-Deep understanding of the services industry both India and Global markets
-Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment http://www.facebook.com/careers/department?dept=online-ops>
-Exceptional interpersonal skills and ability to develop strong working relationships inside and outside of Services - Global Delivery http://www.facebook.com/careers/department?dept=online-ops>
-Ability to effectively influence and communicate cross-functionally http://www.facebook.com/careers/department?dept=online-ops>
-Creative, resourceful, detail-oriented, highly organized http://www.facebook.com/careers/department?dept=online-ops> and a good team player
-Chinese speaking Preferable

Microsoft is an equal opportunity employer and supports workforce diversity.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。