Regional Operations Manager

Position Title: Manager, Regional Customer Service (Client Services)

The role is open in Thailand, Malaysia, Indonesia

Job Summary / Overview

The role serves as the regional point of contact for all service-related topics, representing the region within the Global Account Team and to the client. It ensures performance alignment across sites, drives operational excellence, and supports strategic decision-making through a deep understanding of business dynamics and collaboration with cross-functional teams.

Key Responsibilities and Accountabilities

• Represent the region within the Global Client Leadership Team and in executive client discussions.
• Allow global strategic direction to be steered with input from the largest operating region.
• Reduce exposure from Local OPS/SDM to direct client escalations.
• Drive close monitoring and management of all sites under his/her responsibility.
• Refine regional communications to ensure seamless alignment with global strategy.
• Hold end-to-end accountability for Weekly and Monthly Business Reviews (WBR/MBR), consolidating performance metrics across all locations.
• Promote best practices and drive operational efficiency across multiple regional delivery sites.
• Work closely with Global WFM and TQ teams to optimize service delivery.
• Ensure robust bench strength and long-term succession planning.
• Ensure target productive hour delivery and proactively address operational bottlenecks with key stakeholders.
• Serve as the single point of contact (SPOC) for all regional service-related topics.
• Make data-driven decisions based on a deep understanding of the key drivers and variables affecting the LOB.

QUALIFICATIONS

• Bachelor's degree in a related discipline
• 5+ years in account management, service delivery management, or operations within BPO/customer service, including at least 2–3 years managing multi-site or multi-country delivery.
• Six Sigma/DMAIC Certification preferred.
• Proficient in Google Workspace applications (Sheets, Docs, Slides, Keep/Drive); high IT affinity.
• Has following Soft Skills;

- Self-starter, able to build relationships quickly.

- Strong leadership; confident and assertive manner.

- Structured, organized, and self-reliant.

- Open to feedback; strong team player.

- Open to feedback; strong team player.

- Determined, hands-on, and solution-oriented under pressure.

- High client focus and analytical, strategic thinking.

• English: C1/C2