Job Purpose:

This role is responsible for the day-to-day operational and account management including development of the relationship with key clients ensuring satisfactory service levels.

Due to the 24/7 nature of our business operation, this role requires the provision of services outside of standard operating hours in the case of outages (phone, internet, emails) and operations (e.g. medical assistance case).

Position Responsibilities:

• Oversee the operation of Travel BU, HK
• Play a significant role in long-term planning, including an geared initiative towards operation excellence
• Act as Operational Key Account Manager for the major clients by managing and develop the relationship with the client, including but not limited to understanding and management of client expectations
• Work with sales/delivery/product teams to ensure Business Operations requirements are understood to enable effective support of the sales/delivery/products
• Ensure the related work teams have a clear strategy and approaches in place that link to the overall program or accounts
• Implement or support approach to quality management and schedule quality management reviews
• Execute a governance framework across the program or account to ensure successful deployment of the program
• Manage the service delivery by providing supports and leadership to the operation and IT teams that ensures compliance with contractual operating guide and operational efficiency & profitability
• Take charge of resources planning in line with business ambitions and in response to daily operation requirements
• Deployment of available manpower taking into consideration of office capacity, call flow, KPI’s compliance, staff moral and retention.
• Act as the project lead of Crisis Management who is responsible for assigning duties for crisis unit members including but not limited to resources allocation, manpower planning and coordination and communication between respective parties or departments
• Take charge of BCP and ensure fulfillment of group standards
• Improve the operational systems, processes, business flow and policies in support of company and team mission and strategy
• Foster synergy among various support functions through constructive collaboration and communication
• Ensure key performance indicators are in place and production targets are met in a timely fashion
• Develop and maintain a well-coordinated internal relationship with key decision makers within the Group including regional functional heads and counterparts of other countries
• Motivate and lead by example a diversified team to achieve company and team goals
• Take appropriate actions to avoid and resolve internal and external complaints
• Ensure internal and external monthly reports are prepared and delivered in accurate and timely manner and the types of report include IT related reports, operational statistics, customer satisfaction, complaints, quality and profitability etc.
• Ad-hoc projects assigned by management

Education & Experience

• Degree or above in Business Management or relevant
• Possess minimum 5 years of solid experience as Operation Manager, focusing on 24 x 7 emergency contact center management is a MUST
• Experience working in assistance service provider will be an advantage
• Familiar with project management and crisis management, key account management and operations
• Hands-on experience and working knowledge in forecasting, budget development, metrics and monitoring
• Excellent communication skill and strong partnership ability with all stakeholders
• Proficient in both written and spoken English & Chinese (including Putonghua)
• Candidate with more expereince can be considered as Senior Operation Manager

We offer attractive remuneration package including medical & Life Insurance benefit, birthday leave and discretionary annual bonus, etc.

Interested parties please send resume indicating current, expected salary and availability to HR Department by clicking "Apply Now".