岗位职责:

工作内容:

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

友邦资讯科技(广州)有限公司由友邦保险有限公司独资兴办。公司宗旨是为友邦保险集团属下全球的业务单位提供软件开发、维护、管理及业务外包等服务。

公司秉承以客户为中心的服务理念，不懈地进行有效的持续改进工程，务求成为友邦保险集团内一流的信息技术和企业营运中心,为客户提供高素质的服务和解决方案。公司的业务主要包括：开发及维护保险软件及办公室自动化、商务外包服务、架构支持（包括数据中心服务）、产品及工具开发。