Purpose of Job:

• Build and maintain strong client relationships
• Keep site team focused to maintain high level of service standard
• Encourage teamwork, ensure all staff members are involved in generating high client satisfaction
• Manage billing, reporting and finances effectively
• Oversee team managers; identify, encourage and develop future leaders
• Provide leadership and manage multiple accounts across service lines.
• Offer ad hoc feedback to individual staff members on performance excellence or issues

            CLIENT SERVICING

• Meet key client contacts regularly to discuss operations and identify opportunities for service enhancement
• Increase client satisfaction scores
• Conduct in-country employee appraisals & development planning
• Ensure processes and procedures are observed at all times and updated regularly in all countries
• Encourage teamwork by fostering a positive, cohesive, collaborative, and team-oriented working environment
• Ensure robust succession planning
• Understand and enforce company policies and procedures
• Manage monthly billing, reporting and finances effectively

            LEADERSHIP, TRAINING & DEVELOPMENT

• Lead client and staff meetings as appropriate
• Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met
• Resolve disciplinary issues in a timely and legally compliant way
• Foster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departments
• Prepare and conduct employee evaluations and development planning
• Maintain site employee capability matrix

            FINANCE

• Prepare monthly site invoice, gross margin template and payroll
• Review and question monthly profit-and-loss and balance sheet statements
• Prepare annual and ad hoc budgets for site operations
• Perform regular salary and equipment benchmarking against other sites, competitors and countries
• Prepare responses to Requests for Proposals

            BUSINESS CONTINUITY

• Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption)
• Produce and regularly update a succession plan for site roles covering staff promotion, transfer, resignation, termination

            CONTRACT MANAGEMENT

• Ensure to work with all relevant parties (Legal, Risk, Finance, HR) for contract negotiation
• Keep contract up to date when there is any change in scope / service fee
• Have a good understanding of the contract, requirement of service levels, procedure in performance Change Control Notes (amendment) and service credits / penalty

Job Requirements:

• Prefer Bachelor’s degree in a related field, or equivalent work experience
• 5+ years comprehensive outsource experience preferred
• 5+ years’ experience in a leadership role
• Cross-cultural sensitivity
• Fluent English (oral and written), Good Cantonese required; Mandarin advantageous
• Strong knowledge of Microsoft Excel, Word, PowerPoint; basic knowledge of Access

We offer attractive remuneration package and fringe benefits such as 5 days work, 15 days of annual leave, group medical, dental and life insurance coverage to the successful candidate.  In addition, you will have an opportunity to work in a reputable company with excellent career exposure.  Interested parties, please click "APPLY NOW" to submit your application.

All information provided will be treated confidentially and used solely for recruitment purpose. 

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

From our humble beginnings as a print shop in London, to our position today as a global outsourcing leader, our business is built on a strong heritage, great relationships and a talented team.

We are experts in delivering efficient business processes in complex and highly regulated environments. We connect people, processes and technology to manage documents and streamline key back office functions. Empowered by a global workforce, our strength is unparalleled and helps improve efficiency, increase effectiveness and reduce risk for our clients.

Our clients and their customers have always been at the heart of everything we do. We bring a consultative and collaborative approach to developing solutions for the unique needs of legal, financial and professional services firms and our long-term partnerships, great relationships and exceptional employees have been the driving force behind our success.

For more information, please visit www.williamslea.com