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Regional Account Delivery Manager

Keywords / Skills : Account Delivery Manager, Outsourcing Services, ADM, BPO, SLA, Managed Services, Transition, Service Delivery, Project Management, Knowledge Transition, Delivery Management, Transformation, Account Delivery, ITIL, PMP, Escalation Management, Risk Mitigation, P&L

8 - 15 years
Posted: 2019-02-21

Job Description
Regional Account Delivery Manager 

Job Purpose: 

The Regional Account Delivery Manager (RADM) is a customer-facing role responsible for operational service delivery of one or more assigned customer accounts. 

This is a leadership role in the account delivery structure and entails leading a virtual team across multiple countries, organizations and business units in order to provide seamless service to the customer.

This role is also expected to actively support the engagement teams in the renewal process of existing accounts and participate in pre-engagement activities of new deals as part of RFP support requirements from service delivery perspectives.

The RADM will own, drive and manage all account activities to a steady state to achieve the desired business outcomes and realized an optimized state.

6 broad areas of focus for this role:

          a) Guiding and monitoring of the relationship between the Customer, the Supplier and Third Party Service Providers

          b) Reviewing project and service level performance and operational activities

          c) Provide strategy for the continuous improvement of services to the Customer

          d) Drive the pervasiveness of Global Service Delivery Model (GSDM) across countries 

          e) Actively support and provide leadership, when necessary, in all accounts pre-engagements, transition and operational 
              activities to the extent of driving and effectively managing to the desired business outcomes and objectives

           f) Undertake additional responsibility and deliverables as assigned by the department head from time to time 

Duties & Responsibilities:
  • Regional Point of contact and accountability for customer operational management, responsible for: 
           a) Operational management level customer relationship/satisfaction.

           b) Resolving disputes as necessary and issues relating to the effectiveness of the relationship 

           c) Reviewing key initiatives 

           d) Reviewing financials implications of major changes and matters including billing and financial discrepancies 

           e) Regular customer reviews 

           f) Operational planning/execution, documenting and ensuring compliance with policy, standards and directions 

           g) Reviewing and recommending contract changes as necessary 

  • Lead, work through and drive a virtual team of delivery managers/leads and the organizations (Country or Service Providers/3rd Party Vendors) to: 
           a) Meet SLA performance, in a way that is seamless to the customer

           b) Meet financial (cost of delivery) plan

           c) Meet deal Plan of Record (transformation plan)

           d) Handle operational change requests, projects

           e) Manage escalations

           f)  Provide direction on priorities within the account, where there is conflict 

           g) Reviewing operational risk management/.risk register 

           h) Regular reporting on operational SLA performance, planned changes, post incident updates, its risk and mitigation  
               including service exceptions and tabling improvements initiatives. 
  • Proactively manage the customer, business management - to ensure that operational standards are followed, improvement opportunities are supported and reported on, delivery/revenue leakage is prevented. 
  • Support new business opportunities:
           a) Work in collaboration with Business Management Team to identify and follow-up on opportunities (increase revenue over    
               contracted suite of services, improvement) 

           b) Support deal teams in pursuits and transitions 

  • Act as a channel to bridge the customer (operational management), account team and delivery teams (global, regional, country, 3rd parties) 
  • Champion team-working, knowledge sharing and promote the increased use of centralized shared services capability 
  • Anticipate future challenges within the industry and identifies the implications for service delivery including future capability and resource requirements. 
  • Degree in engineering, computer science or related fields 
  • Preferably strong experience in the financial services and/or manufacturing industries. 
  • Experience working in regional/global teams 
  • Strong customer service background - ability to work at prime customer contact level 
  • Strong project/program management experience and process oriented 
  • Min 10 to 15 years of work experience, 5 years of which should be in a service environment (preferably in an outsourcing context), 3 years of which should be in an operational management or account delivery management role. 
  • Cross-functional understanding/experience of service delivery in an outsourcing context - i.e., broad understanding of finance, HR, sales, implementation, operations, etc. and how they work together 
  • Strong leadership skills - high level of drive, initiative; assertive; good communication skills - across all levels; strong analytical and problem solving skills 
  • Strong customer service/management skills 
  • Acts professionally at all times and encourage professional standards among subordinate staff 
  • CITPM, PMP certification desirable but not mandatory
  • Service Management Practice experience is a must with certification in ITIL, ISO20000, Lean Six Sigma or equivalent 

About Company

TheExecutiveCircle Asia Pacific Pte Ltd

Built on the foundation of 25 years of experience, The Executive Circle is a partnership of accomplished Executive Search Professionals supporting the needs of clients in the Asia Pacific region.

With a track record of more than 10 years each, our Consultants have successfully supported Global Multinationals, Asian Home Grown Enterprises, and Start-up Companies in their Expansion, Turnaround and Succession Planning Strategies over the years.

Having seen the boom and bust of the last 10 years have reinforced our belief that recruitment is not merely the hunt for the right technical skills.

What differentiates a successful company from the competition will ultimately depend on their ability to engage, retain and develop the right talent to become key assets to the business.

Our Consultants’ Understanding of each Industry Domain, HR Requirements & the Business Environment; our Consultative Approach to each client; and Our Commitment to the Values of Integrity, Confidentiality & Professionalism are the reasons why 75% of our assignments come from long terms repeat or referred clients.

Moving forward, our Vision is to strengthen the value we provide to our senior level clients, candidates and business associates, in whose continued Confidence, Trust and Reliance we have been privileged to attain.

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