Vertical Lead - Thailand

Introduction

The Vertical Leader is a proactive and strategic leader responsible for overseeing a specific business vertical. This role involves ensuring smooth operations, achieving key performance metrics, and leading a high-performing team. The ideal candidate will possess strong operational expertise and the ability to drive strategic initiatives within their assigned vertical.

Responsibility

• Client Management and Interaction: The Vertical Leader analyzes and documents all client interactions to ensure a seamless and progressive communication flow. They are responsible for following through on action items to meet client demands and requirements, and for sharing interaction details with the internal team to facilitate appropriate actions.
• Client Retention and Needs Analysis: This role requires a deep understanding of existing clients and the implementation of effective retention strategies. This includes providing fast support, personalizing interactions, and collecting feedback. The Vertical Leader must familiarize themselves with the client's business processes, services, products, and goals to build trust and meet their requirements.
• Driving Client Satisfaction: The Vertical Leader is responsible for fulfilling all commitments and meeting client requirements. They must create an environment that encourages open communication and provides a seamless experience for clients.
• Providing Regular Progress Updates: Regularly update clients on project progress, detailing work completed and resource management. The Vertical Leader must anticipate and prepare for potential challenges, leveraging past project experiences to mitigate future risks.
• Managing Client Feedback and Escalations: Attend to client feedback and constructive criticism, routing it to the appropriate department or resources for resolution. Conversely, the Vertical Leader must also communicate operational challenges to the client and work collaboratively to find mutually agreeable solutions.

Key expectations:

• Facilitate smooth and progressive client interactions, document follow-ups, and communicate client needs to the internal team.
• Achieve a 90-day maximum for FTE order fulfillment from the date of order.
• Manage FTE acquisition effectively.
• Ensure all program updates and tasks are acknowledged and implemented within prescribed timelines.
• Maintain a month-over-month (MoM) KPI attainment of over 85% across all KPIs.
• Ensure consistent and on-time implementation of Business Continuity Plan (BCP) protocols.
• Ensure the Master Action Registry is closed within 30-60 days of an item being added, with a specific focus on closing Q2 and Q3 registries on time.
• Proactively address and resolve client feedback and escalations while also communicating internal challenges and collaborating on solutions.

Key skills and experience

• Bachelor in Business Administration, Ops Management, or related field.
• Minimum of 5-7 years of experience in operations management, BPO, or a related industry.
• Proven leadership experience managing large teams and driving operational success.
• Strong problem-solving and decision-making skills.
• Excellent communication, client and stakeholder management abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Experience with data analysis and performance optimization.

Benefits

• Salary and Benefits: Attractive compensation depending on experience and skills: Competitive Basic Salary, End-of-year bonus and annual performance reviews.
• Working Environment: An open and honest culture where people are valued, treated fairly and trusted and empowered; Training and career development opportunities: Continuous and professional training to fully develop your potential.