Job Description Key Accountabilities ? Service Level o Ensure that service level agreements are well understood by the team
o Ensure that services and deliverables are met in accordance with SLA and quality standards
o Develop team member?s KPIs and ensure that they are clearly understood
o Motivate and guide team in the achievement of their performance objectives and targets
o Support and develop team through regular communication, planning, coaching and performance reviews
o Ensure that team members have personal development plan in place
o Ensure that processes are carried out in line with regulatory requirements
o Ensure team?s compliance to company policies and quality standards
o First point of escalation
o Handle disputes and help manage customer relationship
o Provide support to comply with audit requirements in relation to relevant process
o Proactively participate in project transitions
? Team Management
o Develop and manage team performance
o Identify people?s key strengths and training needs and drive and implement employee enablement initiatives
o Develop people with potential thru training and mentoring
o Participate in the candidates screening process to ensure that the right people are hired for the role
o Ensure that New Joiners are provided with required resources and on-boarding training
o Encourage people to contribute and pro-actively participate in process improvement initiatives
o Ensure team engagement by regular communication mentoring and performance reviews
o Ensure that the team are updated with performance results and key management message and information are cascaded to them
? Customer Relations
o Build and maintain good customer relationship
o First point of escalation for customer issues
o Proactively address and resolves customer issues
? Processs
o Ensure process documentation and protocols are in place and customer commitments are met in accordance with approved processes and SLAs.
? Management of escalation and issues;
? Significantly contributes to the team?s development;
? Typical career path will be to Service Delivery Manager (BPO).
? Able to manage resource allocation, productivity and team performance in order to achieve required Service Levels and Customer Satisfactions
? Able to identify potential risks and takes action to mitigate them;
? Leads by example
? Upholds the values and philosophy of the Fujitsu Way and acts with integrity in everything they do
Required Knowledge and Experience
? Graduate of Human Resources, Business Management, Psychology or relevant business course
? Five to more than six years of relevant work experience with 1 to four years experience in team handling and client interactions
Desirable:
? Expertise in polices and procedures, account Management, compensation and benefits
? Masters degree in relevant discipline
? Experience in process transition/migration in an offshore environment
Core Skills
Competencies
? Intermediate knowledge of MS Office Application (Excel, Powerpoint)
? Good working knowledge in relevant systems application (SAP, Oracle, etc.)
and/or tools
? Excellent analytical and problem solving skills
? Good written and oral communication skills in English and other languages (as appropriate)
? Strong Interpersonal, mentoring and operational skills
? Good understanding of project management processes and discipline
? Good people management skills
? Good conflict/issues management skills
? Strong leadership skills
? Good time management and works well under pressure
