head of Service performance - apac(remote)Ten Group

OVERVIEW OF THE ROLE
In this role you manage the Service Performance team and will act as an independent guardian of service standards within the APAC business, assessing and understanding the quality of service delivery to members. You will build and foster strong working partnerships with both the Talent Development and Operations teams to ensure consistent improvement in alignment with corporate requirements. This leadership role will drive results towards our vision to become the most trusted company in the world delivering personalized services to individuals.
Who are we?
At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a 20 + strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.
Will you help take us there?
Requirements
KEY RESPONSIBILITIES
Delivery of Team Responsibilities (55%)
Identify, deliver and implement changes to working practices and systems that will ensure significant member satisfaction improvements in the APAC region.
Keep a record log of member satisfaction projects, demonstrating status and impact.
Keep and maintain a SIP log and roadmap for the region.
Ensure your team leads the process for complaint management and feedback logging by ensuring complaints are managed within SLA's, analysis of complaints is submitted, and the act of leading is focused on decreasing our levels of negative feedback by way of process ownership.
Overall ownership and maintenance of SP initiatives and policies in APAC
Overall owner of NPS delivery for APAC.
Ensure that frequent MS performance meetings are held with all departments across the region.
Ensure you work closely and are aligned with the Talent Development team and use them to train or coach on improvement trends across the region.
Lead on weekly meetings to discuss team projects and ideas to improve member satisfaction trends being noticed.
Establish QA targets and ensure they are being met by QA and Team Managers
Manage resource plans and rotas for your team; to be agreed to in advance and maintained accurately for team to handle member satisfaction responsibilities, supporting business needs.
Use good judgement and personal skills to recognize the needs to provide and/or request short term support to/from other teams when unexpected resource or demand issues arise and implement to maintain achievement of targets.
Set and communicate OKRs at the start of each month/quarter that contribute to overall business needs, giving team clear direction on how and what they need to perform to.
Development and Performance Management (20%)
Manage performance of line reports to ensure they meet and aim to always push standards of superb member satisfaction and quality assessment targets at all times.
Work closely with team to benchmark results and service levels. Working with T&D and Managers, use QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.
Conduct monthly 121s and performance reviews every 4 months with line reports, identify improvement areas and offer coaching and mentoring to maximise performance.
Set clear OKRs with each individual, and follow through on all points agreed to support personal development of Service Performance managers.
To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimized.
Report to Client Services and Ops Teams on service quality trends both across and within programs (15%)
Prepare monthly Service Quality Report, to include QA results, member feedback and NPS scores, including presentation to client services and Ops Managers.
Ownership of corporate call listening audits.
Where necessary, attend client meetings to represent member satisfaction
Escalation of any urgent and/or long-term un-addressed needs to the Account manager and/or operations managers.
Serve as point of contact for Operational Managers for assistance on troubleshooting and improvement work related to our service.
Act as the final point of escalation for client related complaints or feedback
Other duties as reasonably required (10%)
SKILLS AND QUALIFICATIONS
Communication - your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with clients, management and business partners.
Passion for the client, member and service delivery standards - You are an advocate for the client/member, you can demand excellence from others.
Tactful - Ability to show consideration for and maintain good relations with others.
Discretion - Ability to handle sensitive and confidential company matters.
Common Sense - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Responsible - Ability to be held accountable or answerable for one's conduct.
Independence - Ability to work independently with minimal supervision, be self-motivated.
Detail Oriented - Ability to pay attention to the minute details of a project or task.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
Project Management - Ability to organize and direct a project to completion.
Prioritising - Able to prioritize a multitude of assigned tasks and complete each in order of importance.
Accuracy - Ability to perform work accurately and thoroughly.
Computer Proficiency, including Microsoft Word and Excel.
Usage of MS Excel data analysis functions such as pivot tables and lookup formulas
Preparation of visually - pleasing graphs and data points using MS Powerpoint
Ability to quickly learn new IT systems - CRM tool, call listening system, etc.
Math Aptitude - Excellent mathematical skills, including application and use in problem-solving.
Business Acumen - Ability to grasp and understand business concepts and issues.
Please note that this is a remote role in Philippines, and we consider the candidates who has right to work in Manilla or Clarke.
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program - this is a bonus (although we prefer to refer to this as 'extra spending money') that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals - this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.
Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.
Ten Group

Metro Manila
Permanent
Full-time