Vertical Lead - Vietnam

Job Description

Introduction

Responsibility

1. Client Management and Interaction
   • The Vertical Leader analyzes and documents all client interactions to ensure a seamless and progressive communication flow.
   • They are responsible for following through on action items to meet client demands and requirements, and for sharing interaction details with the internal team to facilitate appropriate actions.
   • Key expectation: Facilitate smooth and progressive client interactions, document follow‑ups, and communicate client needs to the internal team.
2. Client Retention and Needs Analysis
   • This role requires a deep understanding of existing clients and the implementation of effective retention strategies.
   • This includes providing fast support, personalizing interactions, and collecting feedback.
   • The Vertical Leader must familiarize themselves with the client’s business processes, services, products, and goals to build trust and meet their requirements.
   • Key expectations: Achieve a 90‑day maximum for FTE order fulfillment from the date of order; manage FTE acquisition effectively; ensure all program updates and tasks are acknowledged and implemented within prescribed timelines.
3. Driving Client Satisfaction
   • The Vertical Leader is responsible for fulfilling all commitments and meeting client requirements.
   • They must create an environment that encourages open communication and provides a seamless experience for clients.
   • Key expectations: Maintain a month‑over‑month (MoM) KPI attainment of over 85% across all KPIs; ensure consistent and on‑time implementation of Business Continuity Plan (BCP) protocols.
4. Providing Regular Progress Updates
   • Regularly update clients on project progress, detailing work completed and resource management.
   • The Vertical Leader must anticipate and prepare for potential challenges, leveraging past project experiences to mitigate future risks.
   • Key expectation: Ensure the Master Action Registry is closed within 30‑60 days of an item being added, with a specific focus on closing Q2 and Q3 registries on time.
5. Managing Client Feedback and Escalations
   • Attend to client feedback and constructive criticism, routing it to the appropriate department or resources for resolution.
   • Conversely, the Vertical Leader must also communicate operational challenges to the client and work collaboratively to find mutually agreeable solutions.
   • Key expectation: Proactively address and resolve client feedback and escalations while also communicating internal challenges and collaborating on solutions.

Key Skills and Experience

• Bachelor in Business Administration, Operations Management, or related field.
• Minimum of 5‑7 years of experience in operations management, BPO, or a related industry.
• Proven leadership experience managing large teams and driving operational success.
• Strong problem‑solving and decision‑making skills.
• Excellent communication, client and stakeholder management abilities.
• Ability to work in a fast‑paced, dynamic environment with shifting priorities.
• Experience with data analysis and performance optimization.

Contact

Date Approved

Benefits

1. Salary and Benefits
   • Attractive compensation depending on experience and skills: Competitive Basic Salary, End‑of‑year bonus and annual performance reviews.
2. Working Environment
   • An open and honest culture where people are valued, treated fairly, trusted, and empowered.
   • Training and career development opportunities: Continuous and professional training to fully develop your potential.