alabang | regional service Delivery manager - travel accountMajorel (Formerly Arvato Bertelsmann)

Job Description
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
Responsible for managing assigned account in support of business objectives to ensure account's satisfaction with products and services. This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks. Regional Service Delivery Manager will act as a single point of contact for the account (account and program are used similarly) across multiple sites, locations or countries.
Overall Responsibilities:
Lead, manage and develop assigned managers through interactions and motivation against performance goals provide feedback, counseling or coaching as appropriate.
Translate Majorel and client strategy into deliverables
Foster a culture of team spirit and hospitality
Approachable and accessible to team
Take care of administrative direct report related functions
Attrition risk management (alert, communicate to client management & mitigate)
Cultural awareness(understand how people think, lead and get things done across cultures)
Maintain a good and professional relationship with the internal account management and client's team align with internal departments in a decentralized setup.
Be accountable for program level quality of service (CSAT, transaction monitoring, quality auditing), operational performance and likewise contractual obligations.
Balance client and internal metrics and maintain performance on target level provide and implement action plans when goals are not attained
Ensure continuous improvement by identifying areas of improvement and addressing them internally as well as with the client based on solid evaluation.
Actively participate in best practice sharing with fellowsites.
Be accountable for business related implementation of agreements between Global Account Management and client.
Provide accurate information to Global Account Management and act transparently.
Ensure a proper and organized flow of information and feedback to and from the team.
Provide short and long term financial projectionsand maximize internal revenue generated efficiency.
Understand and adhere to all company and departmental-related policies and procedures.
Profit and Loss Management and Budgeting / Forecasting
Recognize and advance Talent
Drive the selection process for any team members
Understand and influence the end-to-end employee lifecycle
Embody and reinforce an Arvato-values-based culture
Steer stakeholder communication and decision making in alignment with Arvato and client expectations
SPOC for service delivery to the client and the client management team
Make decisions based on thorough strategic understanding of drivers and variables affecting LOB
Labor, legal and economic implications
Financial and contractual implication
Service delivery metrics
Technology advancements
Client strategy
Job Requirements:
High level of knowledge about the account, including the technical environment, Related Program knowledge and rules, and other requirements related directly and indirectly to our business
Excellent organizational skills and exceptional follow through discipline
Excellent written and oral communication skills
Strong leadership skills
Strong analytical Strategic, and conceptual skills detecting root causes and resolve all issues
Capable of realizing, interpreting and developing the account through partnership with client
Read, create, analyze and interpret financial reports, legal documents, pricing agreements and other relevant documentation
Give effective and persuasive presentations on complex topics to general management and program staff
Analytical skills for planning, job costing and financial calculation
Willingness to travel as required
Bachelor's / College Degree or above in any field business / commerce / economics is considered advantageous.
At least 4-5 years Customer Service Experience, preferably from the BPO Industry in a non-tradition call center business (e.g. Managed Services) experience as an Operations Manager / Sr. Manager of at least 2-3 years in a call center setting. Project Management experience is advantageous.
Exceptional English oral, written and comprehension (reading and auditory) skills.
Excellent prioritization skills in a dynamic and decentralized environment even under pressure and the ability to coordinate and delegate as appropriate.
Excellent interpersonal, people management, leadership, mentoring and coaching skills.
Self-motivated, hands-on and independently working individual who is seeking guidance from internal partners and the client if and as appropriate.
Strong understanding of customer service metrics, processes etc.
Interest in Advertising and / or Marketing.
Economic sensitivity (P&L)
Proficiency on the use of Microsoft Applications such as MS Outlook, Word, MS Excel, Power Point, etc.
Innovative in creating alternative solutions that will drive performance improvement.
No attendance issues or active written warnings of any nature issued by the current employer.
Willing to work on shifting schedules as required by the business / organization
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.