Account Management Manager

6 days ago

Thành phố Hồ Chí Minh, Vietnam Ninja Van Full time

**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. - 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. **Personal Data Processing Notice To Applicants**:

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