Provide administrative and operational support maximizing profitability at Desjardins. Serve as a technical expert and support various initiatives.
About the role
- AVP managing operational and service performance at HKT Teleservices’ contact centre in Guangzhou. Leading multi-client operations and driving service excellence through innovation and transformation.
Responsibilities
- Oversee daily end-to-end contact centre operations across multiple clients and service lines, including inbound, outbound, and digital channels.
- Ensure achievement of all operational KPIs including quality, productivity, SLA, CSAT, and cost efficiency.
- Implement best-in-class operational frameworks (e.g., COPC, ISO, Lean Six Sigma) to drive standardization and continuous improvement.
- Identify and manage process gaps and implement operational transformation projects that boost performance and customer satisfaction.
- Ensure robust business continuity planning (BCP), disaster recovery preparedness, and operational compliance.
- Act as the key operational lead for assigned client accounts across Southern China.
- Partner closely with clients to ensure service excellence, performance transparency, and contractual compliance.
- Lead monthly and quarterly business reviews, presenting performance insights, forecasting, and improvement initiatives.
- Collaborate with the Commercial and Solution Development teams to support client onboarding, service expansion, and solution transition projects.
- Strengthen long-term client relationships through service innovation and operational reliability.
- Lead a large and diverse workforce of operations managers, team leaders, and front-line staff across service units.
- Create a culture of excellence focused on customer experience, team performance, and employee well-being.
- Partner with HR to develop recruitment, training, retention, and leadership development programs for operations staff.
- Oversee workforce management (WFM), scheduling, and real-time operations to ensure optimal resource utilization.
- Provide mentorship and career development opportunities to emerging leaders and high-potential talent.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or related discipline; Master’s preferred.
- Minimum 10 years of experience in BPO or contact centre operations management, including 5 years in a senior leadership or multi-site management capacity.
- Proven success in managing multi-client service delivery environments for major enterprise customers.
- Experience with the operation and management of large-scale contact centre teams (500+ headcount preferred).
- In-depth understanding of contact centre platforms and technologies (e.g., Genesys, NICE, Avaya, Amazon Connect, etc.).
- Familiarity with AI, RPA, analytics, WFM systems, and CRM platforms.
- Hands-on experience in P&L management, budgeting, and operational cost control.
- Strong analytical ability to interpret performance data and design actionable improvement plans.
- Demonstrated track record of optimizing service delivery, driving transformation, and leading change in BPO/CXM operations.
- Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels.
- Ability to lead diverse teams across geographies and functions.
- Resilient, strategic, and adaptable in a fast-paced service environment.
- Strong client management, negotiation, and crisis-handling capabilities.
- Trilingual proficiency in Cantonese, Mandarin and English.
Benefits
- Health insurance
- Professional development
- Paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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