To oversee the offshore delivery center support to enterprise clients
Responsible for end to end ownership for financial, ramp up, infrastructure and quality of deliveries.
Provide strategic direction to operations – set aspirations, define growth strategy, build business plans and implementation road map
Ensure world class delivery of operations for all customers – partner operating leaders to meet/ perform better than existing standards of quality, productivity and risk
Build expertise and capability (e.g., in migration and process excellence) that can play a larger role in the enterprise, beyond just the scope of the RDC organization
Effectively manage delivery risk through defined oversight and intervention mechanism
Relationship management with demand group
Successfully partner with demand groups to plan and execute strategies
Continually reinforce the value proposition of the RDC within the enterprise through innovation and execution
Partner with the governance teams to build and manage demand group specific budget and operational objectives
Establish the Delivery Centre as a leading brand and employer of choice in the given market
Coach, motivate and lead management team to become future leaders in the enterprise
Provide direction to operations and support teams to manage retention, career planning and performance management
Build an inclusive and transparent culture that drives employee engagement at all levels
Key accountability metrics
On-time, on budget scale-up of site
Quality of delivery – meeting SLAs and end-customer satisfaction
Cost efficiency of operations
Error free, on-time migrations
Key stakeholder/Customer satisfaction ratings
Reputation of RDC within the enterprise and in the industry
Employee satisfaction metrics
Candidate must possess at least a Diploma or a Degree in Computer Science, IT or its equivalent.
Must have at least 15 years of working experience in which 5 years in managing large managed services, call centre or data centres with a capacity of more than 300 seats.
Experienced in managing large organization.
Deep understanding of cross culture sensitivity, professional dealings, and extensive cross-regional working experience.
Significant experience in driving complex projects and managing regional/ global shared services operations
Strong leadership and interpersonal skills
Ability to build deep relationships across senior stakeholders in demand groups
Ability to build strong relationships with multiple external bodies – third party providers, universities, industry Associations
the recruitment agency
founded in 2003 and established by experienced recruitment and HR professionals, is one of the fastest growing recruitment agencies in Malaysia. The establishment of Asia Recruit is aligned with the ...