Account Management Manager

Key Accountabilities

• Performance monitoring & system management
• Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
• Manage the service quality & report quality in the local Customer Experience Organization.
• Maintain IVR greeting, and manage adjust the phone routing flows.
• Proactively input to improve the scorecard of Customer Experience employees.
• Manage FSR system as local FSR representative.
• Planning & Process innovation
• Create, implement, and develop effective customer service procedures, policies, and standards.
• Customize the services and automate process to optimize and improve work efficiencyB2B SOPs representative: represent B2B Head in country SOP Committee & to work with B2B Managers to build/revise/update B2B SOPs & work instruction.
• Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
• Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
• Project Management
• Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
• Supervise the project progress, together with the cross-department & Regional team.
• Provide project evaluation (if any)
• Others
• Assist the B2B deputy head in daily team management & reporting.
• Other ad-hoc assigned by B2B deputy head

Key Requirements

• Skills:
• Analytical ability to understand and interpret data for a range of audiences.
• Solid project management skills with an ability to be flexible when required.
• Strong numeracy skills with some experience of managing services performance.
• An ability to prioritize workloads and juggle competing demands.
• Faultless planning skills including deep understanding of the planning consent process.
• Problem solving & project management
• Experience:
• From 3 years of CS managing experience in MNC companies.
• Extensive experience of the planning process from preparation and submission to consent and appeal.
• Evidence of previous report writing and making recommendations on major planning applications.
• Analytical track record for using and translating data for proposal planning purposes.
• Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
• Skillful in planning and data analytics.

Benefits

• Salary and benefits:
• Competitive income compared to the market
• Paid social insurance based on full salary
• 12 days annual leave, 5 days sick leave (with full salary)
• High-class AON Health Insurance for manager level.
• Year End Party, annual Townhall Ceremony
• "Tet" bonus, Performance review from 1 - 4 months
• Annual company trip 
• Attractive team-building activities, regular internal activities
• Provide laptop for employees
• Training and developing:
• Participate in internal training courses: online/offline
• Opportunities to promote to higher positions: Senior Manager, etc.
• Work environment & colleagues:
• Young and dynamic working environment
• The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities though out the country.

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