Manage the overall performance and governance of the Statements of Work (together with Vendor

Account Management / Business Development). Strategizes and executes directions and decisions

following the change management process.

• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW.

Prompt identification and resolution of Service delivery issues including implementation of preventative

measures. Transition management during set up phase or expansion phases.

• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial,

human resources, security, facilities, and communication resources. Install all Service delivery processes

and Service Level reporting mechanisms.

• Provide exceptional people management, mentorship, and career development to members of your

team, including managers and Agents, achieve low attrition levels and high employee engagement.

• Drives Managers and Operations teams to deliver value adds, continuous improvements, and

productivity/quality gains.

• Flag and escalate business risks timely to the Client and Stake holders.

• Maintains an effective Client relationship with proactive communication followed by POA and closed

loop.

Requirements

Bachelor’s degree or equivalent diploma

Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in

a fast-paced environment, able to deal with rapid change and ambiguity.

Strategic thinker with strong analytical and problem-solving skills

10+ years of experience in operations, preferably in BPO/ITES industry

7+ years of people management experience, including managing managers, and a strong desire to develop team

members.

Empathy for the Social community platform users and passion to create an exceptional user experience and

provide outstanding support.

Excited to be part of a global operations teams, design effective business operations, tackle complex problems,

and develop individual team members.

Adaptable and energized by a fast-paced environment, significant experience in a complex fast paced

environment.

Excellent written and verbal communication skills

Preferred Requirements

Having high cultural awareness of political and social situations is a plus!

Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)

Build a positive relation with Client to create new business opportunities.

Identify potential risks and opportunities of improvement in the process and suggest solutions