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Senior Manager Player Support, Asia

• 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

Benefits

＜Fringe Benefits＞

Commutation Allowance (as per internal policy)

Casual Dress code ad hairstyle

All social insurance covered

Annual leaves (can be used from the joining date (with limitations))

＜Salary Review and Bonuses＞

Salary Review: yes (once a year)

Bonus Payment: yes (twice a year)

＜Work Hours＞

11:00 - 19:00 (7 hours) with 1 hour of break

＜Holidays＞

Saturdays, Sundays and national holidays

Annual Leaves (as per above)