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[Expired] Process Quality Manager / Continuous Monitoring Manager / Associate Compete Specialist - IT MNC

ADROIT HR PROFESSIONAL
Posted On :3 Sep 2013

 

Job Summary

  • Salary:   Undisclosed
  • Work Type: Permanent / Full Time, Contract
  • Min. Education Level: Diploma
  • Field of Study: Business, Business Information Technology
  • Skills: Flexible, adaptable and a proactive team player with a positive attitude, Excellent organizational skills with a strong ability to prioritize workload, Excellent communicator with a strong command of English & Asian Language (writing and communication)

Job Descriptions

(Asian Language with English Bilingual highly preferred)

Language skills: Candidates must be fluent in English and at least another Asian language i.e. Thai or Vietnamese, Chinese, Korean, Hindi, Tamil, Bahasa Melayu, Bahasa Indonesa, Japanese ect.

 

A fortune 500 company, Leading IT & Software Development Company in the world with over 30 branches in Asia is now expanding and looking for dedicated individuals to join their prestigious company.

 

 

 Process Quality Manager (Governance & Compliance)

 In this role, the Process Compliance Manager works with Process SMEs, Governance & Compliance, and other business stakeholders to ensure audit readiness primarily, but not limited to, Loyalty Programs Order to Invoice sub cycles. The Process Compliance Manager will conduct a detailed analysis and identify process gaps so that controls can be designed on a timely manner to address these gaps. Thereafter, the Process Compliance Manager monitors these controls over a period of time to confirm their effectiveness.

DUTIES & RESPONSIBILITIES:

  • Auditing monthly quality assessments on Order to Invoice processes
  • Quality analysis on process gaps and issues ascertained by the monthly assessments
  • Identify risks and gaps in current/new Order to Invoice processes
  • Support improvement process by feeding results on failures into the team and providing overviews and recommendations for improvements
  • Monitor systems and provide ongoing feedback for continuous improvements to the service delivery in terms of quality
  • Escalate process issues, problems or any other issues, where necessary, through the devised channels.
  • Mentorand train new and existing employees on audit readiness

    QUALIFICATIONS:
  • Minimum 6 to 8 years demonstrated work experience in operations with emphasis on process quality management
  • BA/BS degree or equivalent combination of education and work experience is required
  • Strong cross-team collaboration and communication (both verbal and writing) skills are required to manage the variety of responsibilities and deliverables
  • Outstanding analytical and problem solving skills with great sense of urgency
  • Keen attention to detail
  • Strong expertise in MS Excel and SQL preferable
  • Excellent communicator with a strong command of English (writing and communication)
  • Excellent organizational skills with a strong ability to prioritize workload
  • Flexible, adaptable and a proactive team player with a positive attitude

 

 

Continuous Monitoring Manager (Process Quality)

 Role Purpose

This role is responsible for the design and execution of quality assessments of transactional processes, primarily, but not limited to, Volume Licensing Agreement to Invoice sub cycles managed by the Business Process Outsourcer in the Asia Pacific Operations Center (APOC). The Quality Process Analyst will provide feedback and analysis on the assessments to the BPO and management with recommendations for improvements and training needs.

DUTIES & RESPONSIBILITIES

  • Auditing monthly quality assessments on Agreement to Invoice (A2I) processes
  • Quality analysis on process gaps and issues ascertained by the monthly assessments
  • Identify risks and gaps in current/new A2I processes
  • Support improvement process by feeding results on failures into the team and providing overviews and recommendations for improvements
  • Monitor systems and provide ongoing feedback for continuous improvements to the service delivery in terms of quality
  • Escalate process issues, problems or any other issues, where necessary, through the devised channels.
  • Mentor and assist new and existing employees
  • Contribute towards developing initiatives to enable the team to work more efficiently and effectively.

 QUALIFICATIONS:

  • Minimum 6 to 8 years demonstrated work experience in operations with emphasis on process quality management
  • BA/BS degree or equivalent combination of education and work experience is required
  • Strong cross-team collaboration and communication (both verbal and writing) skills are required to manage the variety of responsibilities and deliverables
  • Outstanding analytical and problem solving skills with great sense of urgency
  • Keen attention to detail
  • Strong expertise in MS Excel and SQL preferable
  • Excellent communicator with a strong command of English (writing and communication)
  • Excellent organizational skills with a strong ability to prioritize workload
  • Flexible, adaptable and a proactive team player with a positive attitude

  

 

Associate Compete Specialist

 

Do you have a passion for helping the Company’s worldwide sales teams and partners win their customers hearts and minds - especially in tough competitive situations? Are you action-oriented with a strong passion for providing superior assistance to our Sellers? If so the Enterpriseand Partner Group, Competitive Sales team (CompHot) is the place for you!

The CompHot team provides responsive, reliable and high-quality resolution to complex competitive sales escalations, including critical and high-visibility competitive engagements that impact the Company’s customers, partners and worldwide sales teams. Field sellers enter escalations into a tool called CompHot. Enterprise Compete Specialists work in teams based on workloads, e.g. Productivity or Data Center. An initial triage is performed by a Service Desk Level 1 resource, who assigns the appropriate workload to the escalation and ensures that all triage information is available to the Level 2 resources for further triage.

 

As part of CompHot your primary responsibility will be the Level 2 resource to assist the sellers in winning competitive opportunities in the company’s most strategic accounts. In the Associate Specialist role, you will have the opportunity to work directly with the field, CATM and business groups as we persuade our largest enterprise customers' decision makers on the business value and technical capabilities of the Company’s technology offerings as well as Company’s long-term vision and strategy. The successful candidate for the Associate Compete Specialist will be responsible for providing competitive assistance to the field and maintaining a reasonable understanding of one or more technologies and competitors in the area of Business Productivity, Application Platform or Infrastructure.

As an Associate Compete Specialist, your key areas of responsibilities will include:

 

  • Helping worldwide account teams and partners win in competitive engagements by managing complex pre-sales escalations. This includes determining the best approach for resolving the escalation to achieve the desired turn-around time and optimal customer solution.
  • Driving a consistent high level of service to all CompHot participants through the use of expert relationship, negotiation and conflict management skills and a demonstrated ability to positively enforce adequate responses from corporate business owners. Knowing who and how to influence is a key to success in this role.
  • Combining strong verbal and writing communication skills, and project management talents to ensure that all escalation activities are well communicated and managed effectively.
  • Triage new escalations daily by:
    i. Directing the escalation to self-help materials or another resource or
    ii. Resolving them if possible or
    iii. Ensuring that all information necessary to resolve the escalation is available to an FTE Enterprise Competitive Specialist, assigning the escalation to the appropriate specialist, and scheduling an initial call between the requestor and the Specialist.
    iv. Updating CompHot with case notes
  • Observe competitive trends in the workload in escalations, i.e. multiple escalations coming in with the same issue, document observations, and review them with Enterprise Competitive Specialist Principal or Manager/Director.
  • Monitor the CompHot tool’s ability to meet the requirements for the workload. The Level 2 resource will be responsible for consolidating Service Desk issues and recommendations for CompHot upgrades and interacting with the CompHot Program Manager.
  • Provide standardized or ad hoc reporting on CompHot activities as requested.
  • Related tasks as agreed/required.

 


The successful candidate will possess the following qualities:
- Strong customer service orientation with a drive to exceed customer expectations and the aptitude to understand and empathize with worldwide sales teams
- Excellent listening skills and ability to distill issues from account team explanations that may not be readily apparent in the context of the explanation.
- Competence in serving as a positive influence on the team under the pressure of being involved in high visibility work and at times under heavy workloads. Be the calm in the eye of the storm!
- Extremely organized with the ability to stay current with the ongoing opportunity pipeline. Proven cross-group collaboration skills and ability to positively influence and engage resources across the company on a regular basis.
- Good judgment on setting the right strategy and priorities for opportunities
- Possess a passion for technologies, solutions and programs, and the personal drive to win against the competition
- Familiarity with competitor products in Business Productivity, Application Platform, or Infrastructure, and a general understanding of the strengths and weaknesses of Company’s portfolio when compared to them is a big plus
- At least 5 years of relevant experience in Sales and/or competitive experience in Business Productivity, Application Platform or Infrastructure technologies.
- Candidates with any certification in Microsoft and competitive technologies are strongly preferred.

 

 

 

 

Should you be interested, kindly forward a detailed copy of your resume in MSWord to career@adroitcareer.com.sg or call 6338 8900 for more information.

 

Please also feel free to visit our website http://www.adroitcareer.com.sg to view and receive updates on our latest positions. 
 

Please include the following details in your resume:
(1) Personal details such as full name as in NRIC, NRIC, nationality, contact address, numbers and email and date of birth(2) Reasons for leaving your current and previous employment(s)
(3) Current / last drawn and expected salaries
(4) Availability / Notice Period required
(5) At least 2 names and contact numbers of relevant reference persons relating to your previous employment/s.
 
We thank you in advance for your application and will get in touch with you as soon as possible should you be short-listed.