1. Oversee outsourced Contact Center operations, ensuring effective service delivery, high customer satisfaction, and a consistently premium service experience.
2. Lead the Service Business Support team in monthly service-cost closing, budget tracking, invoice processing, and related administrative operations.
3. Manage major customer complaints and escalated cases, coordinating timely resolution and minimizing customer impact.
4. Lead the implementation and launch of new service systems, tools, and digital solutions with internal stakeholders and external vendors.
5. Develop, roll out, and accelerate new service programs, including value-added care services, to support business growth.
6. Analyze field-service KPIs and operational data, prepare management reports, escalate issues, and drive corrective actions.
7. Manage local spare-parts processes, service-level performance, and coordination with relevant stakeholders.
8. Ensure data quality through effective processing, master-data maintenance, and cleansing activities.

1. Bachelor’s degree in Business Administration or a related commercial/technical discipline; relevant professional qualifications are welcome.
2. At least 12 years of professional experience with a strong background in Customer Service, Contact Center, BPO, or Service Operations.
3. At least 3 years of experience as a Team Manager or in an equivalent people-management role.
4. Demonstrated experience managing outsourced service vendors and operational service levels.
5. Strong leadership, communication, stakeholder-management, organization, and prioritization capabilities.
6. Hands-on problem-solving mindset with experience in project management and process improvement.
7. Business-level English communication capability is preferred