Total 2 Regional Recruitment Lead job vacancies in Customer Service category in Kuala Lumpur

- Focuses, motivates, and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and Targets.
- Ensure that the team are handling day to day operational tasks in accordance with the established work processes and instructions.
- Assists management with hiring processes and new team member training.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Conducts team meetings to update members on best practices and continuing expectations.
- Delivers 1:1 conversation with Team members to address performance, work on the development and any other item.
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.

Performance Management 
- Responsible for all operational performance & cadences of BPO
- Be a point of escalation for all deviations from the standard operational framework, KPI, and SOPs.
- Develop, Own, Improve & Maintain BPO KPIs while constantly finding ways to drive efficiency at the BPO.
- Working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department, and improve the overall customer experience.
- Co-own department systems, tools, SOPs, and overall customer experience.

Strategic Management
- Analyze reports and data from Tableau or legacy systems and drive operational or drive improvements at a program level.
- Facilitate weekly and monthly review meetings with the BPO partners & work closely with multiple stakeholders at central operations.
- Take ownership of daily, weekly & monthly reporting regardless of whether the local team or at BPOs.
- Use data to make calculated decisions or support improvement initiatives or even resolve existing issues within the workflow or processes.

Relationship Management
- Lead and manage the overall performance of the BPO by monitoring KPI, producing development plans to improve BPO performance.
- To perform ad hoc monitoring either remotely or side by side to ensure that the BPO is handling day-to-day operational tasks as well as customer escalations in accordance with established work process and instructions.

Regional Service Delivery Manager

Description -

What a Regional Service Delivery Manager does at HP:

• Regional Service Delivery Management: Design the governance framework for global and regional deals in between business units and supporting organizations, and lead it for the accounts allocated in portfolio from a service delivery perspective. Define as required roles and responsibilities and work to continuously improve the HP/Partner operational ecosystem supporting key Asia Pacific Japan (APJ) accounts.
• Operations/SLA Management: coordinate as required with internal teams to ensure contractual SLA is met for all allocated accounts. Oversee infrastructure upgrades, modifications and deployments with customer impact. Own and manage all operations and delivery related conversations with the customer. Work with internal teams to develop problem management framework and service improvement plans.
• Customer Relationship Management: Act as a primary contact for Customer queries and issues. Put in place preventive actions to ensure customer commitments are met, and escalations are pre-empted. Responsible to achieve best-in-class customer satisfaction on key Asia Pacific Japan (APJ) accounts.
• Process engineering: When and as required by the leadership team, 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.
• Compliance/Audit: Act as required by the leadership team as a Compliance/Audit point of contact – including and not limited to Audit engagements. Design, lead and/or implement remediation plans as required.

Individuals who do well in this role at HP, usually possess:

• Ability to work in a diverse team, and with a diverse range of people.
• Deep understanding of Services/Contractual business, direct back ground preferred.
• Bachelor's Degree in Business Management or relevant fields.
• Min 8 years Service Delivery and/or Operations Management experience (or relevant equivalent).
• Min 2 years experience in Project/Program Management preferred (or relevant equivalent).
• Growth mindset, creative thinking & Quick to embrace change.
• Excellent Stakeholders Management skills.
• Good understanding of financials/costing/pricing methodologies in the services industry.
• Good understanding of Risk Management methodologies in the Customer Support environment.

Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that makes life better for everyone, everywhere.
 

#Li-Post

Job -

Sales

Schedule -

Full time

Shift -

No Shift premium (Malaysia)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement