APAC Careers

KEY RESPONSIBILITIES

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• Smooth and successful assessment, implementation, transition into business-as-usual and hyper care phases of the program
• Utilise project management skills and tools to co-ordinate activities required to look at new opportunities on existing or new accounts
• Able and confident to organise, facilitate and manage multiple workshops and stakeholders – effectively driving the discussions and maintaining detailed records
• Document processes and detailed ways of working to ensure governance is in place to achieve contractual requirements
• Take responsibility for the development and delivery of robust operational processes to deliver best practice
• Able to apply business methodologies to identify continuous improvement opportunities measured in time, resource or cost savings
• Link in to Operations and Client Services in other locations to support a consistent approach across projects and client activities
• Building a professional working relationship with internal and senior client contacts and ultimately ensuring that a first-class service is delivered
• Develop an in-depth understanding of the client’s business and share knowledge with colleagues to drive success in all areas
• Identify internal projects with clear success objectives. Scope and build support for internal projects, see through to delivery
• Support and coach clients and colleagues through business transformation projects, applying change management methodologies appropriately
• Escalate risks or issues to line manager in an appropriate and timely manner

People Management

• Ensure the proposed team management structure is appropriate to support the client’s needs
• Act as a role model for all employees responsible for the client, able to influence without rank
• Lead, support, motivate the project teams, and build trust and gain respect
• Ensure clear objectives are set and monitored for all members of the team

Operations

• Ensure client services team understands all contract obligations, SLA & KPI, applying the correct service fees & savings methodologies
• Ensure compliance with the Company’s best practice
• Maintain a structured client Teams site, and high-quality documentation of all records, meeting notes, agreements, processes and ways of workings
• Develop contract summary/operations guide
• Adhere to all risk management guidelines and proactively manage all contract risk
• Implement all new business successfully in a timely manner

KEY COMPETENCIES

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Commercial Acumen

• Understands entire business offerings
• Builds and maintains strategic relationships with internal and external individuals and groups

Client Management

• Strong client service orientation
• Tuned into client perspective – up to date with changes in client organization and industry sector which can affect the business
• Establishes and maintains effective relationships with clients and gains their trust and respect
• Uses personal influencing style to gain appropriate outcomes
• Handles conflict appropriately and sensitively

People Management

• Natural leader, inspiring, supportive, and motivating teams through personal style
• Adapts approach to work with diverse teams
• Takes personal accountability
• Strong partnership with country leaders to deliver excellent services to client

Operations

• Outstanding problem solving and decision making ability
• Flexible – adaptive delivery, solutions and approach to changing environments and requirements
• Plans and is highly organised, utilising effective planning techniques and tools
• Prioritises effectively under pressure

Effective Communication

• Practices attentive and active listening
• Patience to hear people out
• Excellent communicator – can express ideas, expectations and outcomes clearly and confidently both verbally and written
• Effective in a variety of formal presentation settings

Drive for Results

• Can be counted on to exceed goals successfully
• Bottom line oriented
• Pushes self and others for results

COMPETENCIES

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• Customer Focused: Goes beyond quality, delivery, reliability and consistency – involves focusing one’s efforts on finding what a customer needs, before the customer themselves are even aware. Using this information and addressing and meeting the requirement.
• Innovation: Thinks creatively to ensure business goals are achieved and take actions to develop innovative solutions. As well as product innovation, employees may need to find genuinely novel approaches to reduce costs, change working practices and processes, as well as to develop new opportunities.
• Relationship Building: Has the ability to build and maintain a network of business related contacts which will be useful in meeting objectives. It implies an understanding of customers’ and the wider market place and using this knowledge to develop networks and relationships.
• Team Player: Commitment to the team’s common goal. A willingness to always communicate, share and support each other.
• Achievement Drive: Wanting to do the best possible job to improve the performance of the business and the competitive position of HHG in the market place. Always looking for a better way to get things done and puts plans into practice.
• Team Leadership: Working with colleagues, with or without line management authority to achieve results through enthusiasm, motivation, commitment and determination.