This job might no longer be available.
Senior Manager Player Support, Asia
11 months ago
- 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)
Create Your Profile — Game companies can contact you with their relevant job openings.