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This role (Manager to Senior Manager level) will work with the business leaders in order to drive and improve our core business transformation and integration processes. The successful applicant should be a strong change agent (resilience and diplomatic) with excellent problem-solving mindset, in order to drive the identification, planning, and execution of deliverable (e.g. UAT, training, business readiness, post production/problem management.) to transform business processes, deliver various projects and ultimately support success of the region.
Leads the region operations function and manage the service delivery platform (e.g. systems, processes, operational metrics and controls) to support the region Managing Directors ("MDs") in the provision of contracted services to clients in line with agreed KPIs and SLAs.
Supports the Head of Operations, Asia in designing, implementing and monitoring regional and in-country performance metrics and operational controls
Defines, standardizes and implements key service delivery parameters (KPIs and SLA deliverables) that are applied consistently in-country and service portfolio and analyses performance metrics to identify and implement performance-based improvements
Accountable for all process improvement initiatives in-country. Responsible for identifying opportunities for process optimization, process elimination, digitisation and automation
Support the integration Steer-Co working with acquired businesses to ensure the smooth operational integration with Vistra and identification of any operational efficiencies that can be achieved via the integration project.
Oversees all in-country transformation initiatives and supports the Head of Operations, Asia in ensuring all regional transformation initiatives are appropriately monitored, resources, supported and prioritised.
Identify and resolve issues and engage with business and technical stakeholders as required
Assist the team in identifying and managing risks and issue
B.S. in Operations Management, Business Administration, Accounting, Finance or related discipline with 5-7 years of experience in similar roles in Professional Services and Service Delivery (CPA, MBA or advanced degree preferred)
Proven track-record on delivering successful transformation projects is mandatory
Must demonstrate strong analytical/problem solving skills with methodical & structured approach
Ability to map business requirements, translate to operation/organizational process changes, end user training and Organizational Change Management impact assessment is required.
Extensive people management experience within a client service environment managing or supporting large teams
Hands-on experience in the migration of work from various locations into centralized service centers
Proficiency in Microsoft Office suite and Visio.
Strong communication and project management skills, good organizational and leadership skills are expected for this geographic position.
Possess of: PMP, Prince II, or Six Sigma certification will be advantageous.
Ability to be comfortable and credible in assessing impact of change, communication and training needs
Ability to effectively design, gain alignment and successfully execute significant change initiatives from project start to finish
If you have any questions about the role, please direct them to firstname.lastname@example.org