Sr. Manager, Operations(J21688)

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement

improvement plans as needed.

• Create and maximize relationships with client partners.

• Provide leadership and guidance to direct reports to ensure consistent

administration of company policies and standards; define and implement any

corrective actions needed to meet operational performance.

• Create a positive work environment through employee engagement; resolve

employee relation issues in a professional and timely manner.

• Handle a team of managers.

• Lead project, delivery team or support function to enforce contract terms and

conditions.

• Significant contribution to providing alternative solutions or changes to support

customer or contractual objectives.

• Responsible for performance management and implementation of

corrective/improvement measures.

• Ensure that an effective management system is in place, driving the work of the

project team and supporting teams to meet or exceed the commitment of all

services and solutions provided to the customer.

• Dedicated to improving teamwork across the organization, with the goal of

seamless collaboration for customers.

• Ensure the successful implementation of the process standards framework in the

project.

• Implement and communicate a process management system strategy with clear

objectives, roles and responsibilities.

• In-depth understanding of our clients' business objectives, priorities, and critical

success factors – and how our value at Concentrix meets our clients' objectives

through the implementation of business strategies or service delivery plans.

• Effectively utilize financial tools and processes to analyze and control contract

financial terms and conditions, risk management and forecasting.

• Leverage financial acumen to accurately forecast the financial outcome of your

project.

Candidate Profile

• College Degree in related field with more than 10 years of experience and 5 years

team management experience (with at least 2 years of same position or above)

preferred.

• Call center experience preferred.

• Demonstrated ability to coach and develop action plans, which maximize

performance, and provide effective feedback.

• Demonstrated ability to analyze and improve work processes; establish a course

of action for self and others to accomplish a specific goal.

• Work well under pressure and follow through on items to completion while

maintaining professional demeanor.

• Demonstrated ability to organize and prioritize projects in a fast-paced and

deadline-oriented business environment.

• Demonstrated ability to mentor, coach and provide direction to a team of

employees.

• Excellent communication skills, both written and verbal with English and

Mandarin.

• Ability to effectively present information to internal and external stakeholders,

both in Mandarin and English is required.

• Willingness to work a flexible schedule/arrangement.