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Executive/Senior Executive Global Sales Operations

Job Description

The successful candidate will be part of Sales & Marketing Division, Global & Corporate Sales Department. He/She will be responsible for executing strategic and operational activities that will transform SIA Sales Operations (B2B servicing arm for travel agencies and corporates) into a highly professionalised set-up that will deliver high service quality for our B2B customers and serve as a co-pilot of growth. He/she will directly support Senior Manager Global Sales Operations in transiting the currently decentralized B2B sales operations into globally consolidated outsourced centres.

Key Responsibilities:

• Project Management (Transition to outsourced consolidated centres within a specified time frame)

- Monitor and manage timelines for complete and timely cutover and transition into the outsourced contact centres set-up.

- Support change management with all stakeholders including other Head Office Business Units and overseas Stations to ensure smooth transition.

- Execute project activities against defined success criteria and KPIs.


• Operations (Manage contact centres’ operational issues)

- Liaise with all SQ Sales Ops contact centre heads to monitor global day-to-day vendor(s) operations for smooth service delivery

- Monitor, track and resolve identified operational issues – especially those that require policy changes

- Handle key aspects related to Workforce Management and Quality Assurance


• Performance Management

- Track vendor service quality against Service Level Agreements.

- Collaborate closely with Centre of Sales Excellence (COSE) to design improvements to processes, policies, training and tech capabilities.


• Budget & Financial Planning

- Review workforce forecasting reports and continuous improvement over forecasting capabilities.

- Liaise with vendor(s) and Finance over invoicing matters.


Requirements

• Degree in any discipline 

• Project management skills and experience

• B2B / B2C contact centre management experience is a huge plus

• Contracting and vendor management

• Service quality performance management

• Highly motivated and results focused

• Independent and quick learner

• Able to manage multiple concurrent work streams

• Strong communications and stakeholders management skills

• Strong change mindset

• Creative in seeking solutions