崗位職責(zé):

工作內(nèi)容:

1. Operation Management (50%)
- Lead two or three BPO operation and function teams (e.g. QA, Training) to make sure the BPO are well managed.
- Assist the BPO Manager in designing and implementing the policies, planning and management control systems for the BPO to achieve the highest level of productivity, operations effectiveness, quality and customer satisfaction and therefore improve the BPO’ financial condition and competitive edge in the Company as well as in the industry.
- Ensure all works delivered are well planned and well implemented so as to meet the service objectives and business targets.
- Assist the BPO Manager to ensure the work force are best utilized by manipulating some well-known BPO operating model and methodology in meeting all service and productivity targets.
- Assist the BPO Manager in preparing the operations manual and documented the good practices in a systematic way
- Assist the BPO Manager to project an excellent image of BPO internally and externally.

2. Financial Management (20%)
- Be responsible for the service improvement and cost of service management.
- Work closely with colleagues from relevant Business units or supporting departments to identify business and service improvement opportunities.

3. Project Management (10%)
- Carry out ad-hoc projects in a professional manner as and when required.

4. People Management (20%)
- Work with other departments or counterparts to improve the cooperation and understanding among teams.
- Liaise and coordinate with all other parties concerned in resolving customer’s complaints and drive for service/operation improvements.
- Proactively seek feedback from staff to facilitate improvements in sales, service, operation efficiency and customer satisfaction, which in some cases, should work with other departments’ management or escalate to BPO Managers.

技能要求:
Education & Experience
- University graduate or above
- Minimum 6 year working experience, at least 4 years in BPO business, of which 2 years are in Supervisory role
- Familiar with BPO operation, mainly focus on the workflow and team management
Language Skill
- English or other job required language
Certifications/licenses
- Industry certifications and practitioners’ licenses
Special Skill
- Effective presentation skill;
- Possess good leadership and coaching skills
- With ability to build rapport with, relate to and effectively develop a wide range of people;
- Able to learn quickly, transfer knowledge appropriately, understand and interpret numeric data.
- Evidence of good analytical, statistical and data mining skills to study trends and make projections;
- Production management skills and ability to initiate process improvements

友邦資訊科技(廣州)有限公司由友邦保險有限公司獨資興辦。公司宗旨是為友邦保險集團屬下全球的業(yè)務(wù)單位提供軟件開發(fā)、維護、管理及業(yè)務(wù)外包等服務(wù)。

公司秉承以客戶為中心的服務(wù)理念，不懈地進行有效的持續(xù)改進工程，務(wù)求成為友邦保險集團內(nèi)一流的信息技術(shù)和企業(yè)營運中心,為客戶提供高素質(zhì)的服務(wù)和解決方案。公司的業(yè)務(wù)主要包括：開發(fā)及維護保險軟件及辦公室自動化、商務(wù)外包服務(wù)、架構(gòu)支持（包括數(shù)據(jù)中心服務(wù)）、產(chǎn)品及工具開發(fā)。