Senior Manager Player Support, Asia

May 27, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
  • Oversight of day-to-day operations and responsibility and accountability for meeting and exceeding both client and PTW operational performance metrics.
  • Manage and develop client relationships by conducting operational & strategic client review meetings.
  • Motivate and effectively performance manage Operations Managers within the area of responsibility to ensure KPIs and business plan delivery.
  • Work closely with all key stakeholders to successfully deliver and manage planned & unplanned spikes in volume.
  • Develop and maintain an understanding of short- and long-term objectives for both clients and the internal PTW business.
  • Understanding of financial implications whilst continually meeting and exceeding revenue targets.
  • Leverage working knowledge of local laws & practices whilst taking part in scheduling and planning of staff.
  • Analyze reports and interpret data to evaluate performance and identify trends/opportunities/areas of improvement.
  • Ensure all stakeholders are aware of the performance of the business through consistent and effective communication.
  • Maintain ongoing communication with the broader team to ensure operational best practices.
  • Ensure effective development strategy and succession planning are in place to enable critical roles to be filled and recognition of individual talent.
  • Manage & utilize performance/incentive budget to cultivate employee engagement
  • Working with Key Stakeholders on solutioning new proposals and client requests
  • Effectively dealing with internal and external escalations regarding any operational issues, ensuring the satisfactory resolution across all parties.
  • As Regional Head, a willingness to travel when required (off-site meeting, conference in Asia region, etc.).
  • As Regnal head, participation in team MTG based on time difference is required (late night or early morning JST).
  • Requirements
  • Excellent leadership, people management, communication, and influencing skills at a senior level
  • Experience of working in an Outsourcing or contact center operation
  • Ability to support and develop Operations managers
  • Ability to build and maintain strong client relationships
  • Ability to translate business strategy into day-to-day delivery
  • Understanding profit targets
  • Ensuring Quality performance standards
  • Setting and reviewing of organizational/productivity objectives in line with the client contracts
  • Managing Client Engagement
  • Responsible for Business Continuity
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