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International Client Services Manager

2 months ago

Singapore DISCOVER GLOBAL EMPLOYMENT COMPANY PRIVATE LIMITED Full time
Job Title: International Client Services Manager

We are seeking a highly skilled and experienced International Client Services Manager to join our team at DISCOVER GLOBAL EMPLOYMENT COMPANY PRIVATE LIMITED. As a key member of our operations team, you will be responsible for supporting our centrally managed accounts across APAC and EMEA through a team of dedicated support and service staff.

Key Responsibilities:
  • Lead and direct a B2B Operations Centrally Managed Team (CMA) in 12 hours shift across 5 working days, ensuring seamless support to partners across the globe in a 24/7 environment.
  • Schedule diverse team members to cover different time zones and languages, ensuring effective communication and collaboration.
  • Manage multiple offsite and onsite teams, comfortable working in a virtual/remote setup to achieve operational excellence through operational service delivery.
  • Prepare training materials, documentations, and Standard Operating Procedures (SOPs) to meet team needs.
  • Develop and implement service plans, processes for performance management, exceed Service Level Agreements (SLAs), and continuous improvement against established Key Performance Indicators (KPIs).
  • Provide executive-level visibility to operational performance, incidents, resource management, and service level performances.
  • Collaborate and build strong relationships with US and UK internal support and resolution teams.
  • Prepare, review, interpret, and analyze various information, data, and reports to recommend and implement process/procedures to improve service efficiencies and enhancements.
  • Lead strategic department projects, supporting other company projects and initiatives.
  • Manage Knowledge Transfer (KT), coach, and mentor the team.
  • Continuously research for automation opportunities and standardization across various teams.
Requirements:
  • Bachelor's Degree in Business, Technology, or related field.
  • 12+ years' experience with business operations, B2B customer service in a financial services environment.
  • Demonstrate leadership skills and managerial qualities, especially in team management and collaboration with internal stakeholders.
  • Excellent command of English and Mandarin is required, with ease and proficiency in email and phone conversation in business Chinese.
  • Proficient in Excel, PowerPoint, and Word, with experience and confidence in doing analysis in Excel.
Preferred Qualifications:
  • Master of Business Administration.
  • Credit Card/Payment Scheme Industry Experience.
  • Experience in remote management/tele-helpdesk teams/operational support via email/technical customer service teams.