Contact Centre Bilingual Delivery Project Senior Manager- Japanese & English(职位编号：BPD-0517345)
IBM China Global Delivery
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2013-03-11
- 工作地点：大连
- 招聘人数：若干
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语熟练
日语熟练 - 职位类别：项目经理 项目执行/协调人员
职位描述
Job description
Job Responsibilities
Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support.
Complete end to end responsibility of account delivery
Responsible for delivering against client SOWs and SLAs
Operations leadership for establishing processes, metrics identifications and reporting
Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account
Deliver to the Continuous Improvement Objectives for the account
Understanding and deploying appropriate IBM tools and assets
Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction
Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
Responsible for tracking and driving all process parameters 'critical to process' & 'critical to quality' for process delivery
Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training
Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
Responsible for working with the cross functional teams to ensure successful delivery of the account managed
Ensure 100% compliance of all controls by the delivery team
Produce timely and effective client reports and IBM internal management reports to present the performance of the account
Ensure delivery of the account per the contract and DOU signed with the customer
Build and develop effective working relationship with the account PEs
Constantly look for and create opportunities of growth of the account
Job Requirements (skills/experiences)
7+ years working experience in inbound contract centre outsourcing business
3+ years experience as an operations leader, which managed 200 members
a) Experience in managing a large account, with 200+ people, Excellent management skills
b) Financial Acumen, having experience in managing P&L / costs for the account
c) Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports
d) Strong English / Japanese (near native / native) / Mandarin skills.
e) Client relationship management , Problem determination and be able to make crisp action plans
f) People Management - Facilitate a healthy and a motivating environment
g) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc
h) Understanding and Focus on Business Controls / Process adherence and Compliance
i) Be able to establish strong working relationship with internal IBM and functional teams.
j) Some experience with transition and project management concepts / methodology is preferred.
Required
Bachelor's Degree
At least 5 years experience in BPO Industry Knowledge
At least 5 years experience in understanding Call metrics / AVAYA CMS reports / Call center productivity reports
At least 2 years experience in Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center(COPC)
English: Fluent
Japanese: Fluent
Job Responsibilities
Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support.
Complete end to end responsibility of account delivery
Responsible for delivering against client SOWs and SLAs
Operations leadership for establishing processes, metrics identifications and reporting
Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account
Deliver to the Continuous Improvement Objectives for the account
Understanding and deploying appropriate IBM tools and assets
Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction
Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
Responsible for tracking and driving all process parameters 'critical to process' & 'critical to quality' for process delivery
Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training
Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
Responsible for working with the cross functional teams to ensure successful delivery of the account managed
Ensure 100% compliance of all controls by the delivery team
Produce timely and effective client reports and IBM internal management reports to present the performance of the account
Ensure delivery of the account per the contract and DOU signed with the customer
Build and develop effective working relationship with the account PEs
Constantly look for and create opportunities of growth of the account
Job Requirements (skills/experiences)
7+ years working experience in inbound contract centre outsourcing business
3+ years experience as an operations leader, which managed 200 members
a) Experience in managing a large account, with 200+ people, Excellent management skills
b) Financial Acumen, having experience in managing P&L / costs for the account
c) Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports
d) Strong English / Japanese (near native / native) / Mandarin skills.
e) Client relationship management , Problem determination and be able to make crisp action plans
f) People Management - Facilitate a healthy and a motivating environment
g) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc
h) Understanding and Focus on Business Controls / Process adherence and Compliance
i) Be able to establish strong working relationship with internal IBM and functional teams.
j) Some experience with transition and project management concepts / methodology is preferred.
Required
Bachelor's Degree
At least 5 years experience in BPO Industry Knowledge
At least 5 years experience in understanding Call metrics / AVAYA CMS reports / Call center productivity reports
At least 2 years experience in Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center(COPC)
English: Fluent
Japanese: Fluent
IBM in China is about creating positive futures. For employees, IBM provides a unique training ground to team up with the world's leading experts and to work on China's most important projects. To learn new skills and gain valuable experience, all in a supportive environment of openness, trust, integrity and respect. For China, IBM provides the technology, thought and consulting expertise required to support its ongoing and rapid economic growth. For employees and for China, IBM provides the foundation and support to grow, to excel, to make a real difference and to create a future of sustainable prosperity for all.
Join us. Help us create a Smarter Planet. As an IBMer, inspiration can strike you anywhere. Bring your ideas to work and we'll turn them into reality.
公司介绍
IBM China Global Delivery Center
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc