Head of Operations & IT

Job level Senior
Work exp No work experience
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Industry Insurance
Job function Sales / Business Development / Customer Service > Telemarketing / Call Centre
Operations > Operations
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 27/09/2016
ref. BBBH5448_95405
A reputable crisis assistance company with a strong international presence and an ever growing business model is now seeking for a high caliber individual to join them as the Head of Operations.

Job Responsibilities
  • 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
  • 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
  • Oversee Quality Control initiatives
  • Develop and maintain Supplier Network (Medical and Non-medical) to support new business development and operation excellence
  • 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.
  • Develop and maintain a well-coordinated internal relationship with key decision makers within company including regional functional heads and counterparts of other countries
  • 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 business continuity planning and ensure fulfillment of group standards
  • Coordinate between different departments to ensure smooth implementation of new programs
  • Ensure establishment of standard operating procedures on all programs; oversee client orientation and training sessions
  • Develop and maintain the IT infrastructure to support business ambitions and comply with Group's standard and local regulations
  • Lead or support various projects implementation as assigned by the company

The Successful Applicant
  • Degree holder in Business Management related discipline
  • A minimum 10 years of company / call centre management experience is a MUST
  • Previous call centre management experience gained from sizable company is preferred
  • Strong project management skills is preferred
  • High level of customer service, problem solving, and decision making skills.
  • Customer oriented, relationship builder and able to multi-task
  • Strong leadership skills, self-motivated and able to work in a fast paced environment
  • Good computer knowledge
  • Good command of both spoken and written English & Chinese
  • Good command of other languages will be an advantage

Click "Apply Now" to apply for this position or call Xavier Tam at +852 3180 4920 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.