- Handle day-to-day operation
- Meet account SLA deliverables
- Manage customer escalation
- Manage operation team and operation cost
- Manage partners
- Redefine current process to improve efficiency
- Daily/Weekly/ Monthly Reporting
- Escalation are managed and perform timely updates
- Ensure SLA and SLA reporting
- Track cost and drive cost saving
- Work with Service desk team on reporting and SLA
- Define and work to continuously improve the operational ecosystem supporting the accounts
- Coordinate with internal teams to ensure contractual service level agreements (SLAs) are met for all allocated accounts
- Oversee infrastructure upgrades, modifications and deployments with customer impact
- Manage all operations and delivery related conversations with the customer
- Work with internal teams to develop problem management framework and service improvement plans
- Act as a primary contact for customer queries and issues and put in place preventive actions to ensure customer commitments are met, and escalations are pre-empted
- Look end to end across service delivery management processes, as well as upstream and downstream processes
- Identify opportunities to streamline, track, eliminate duplication, automate or improve the as-is status
- Lead action planning to tangibly improve the above
- Supporting the leadership team as a compliance/audit point of contact including and not limited to audit engagements
Job Requirements:
- Degree / Diploma holder
- At least 5yrs of relevant experience
- Mandarin speaking to work with chinese associates
- 5 days work (9am to 6.30pm) at Raffles Place
- Salary $7000 - $8000
Interested applicants please send in your MS Word resume. Shortlisted candidates will be contacted very soon. Thank you.
