Vice President, Operations, Asia Pacific

Job Title: Vice President, Operations, Asia Pacific
Contract Type: Permanent
Location: Singapore
Reference: JOB_000478[452]
Contact Name: Thomas Lim
Contact Email:
Job Published: May 18, 2018 22:33

Job Description

Our client is the one of the world largest travel management company. Combining global strength with local service, they offer an integrated technology infrastructure that provides intelligent analysis of travel data, allowing corporations to maximize the return on their travel investment.

• Responsible for overseeing all aspects of one or more functions within the divisional framework including multiple
departments/functions within the organization.
• Responsible for achieving divisional goals related to client retention, employee satisfaction, profitability, quality service,
preferred vendor maximization, technology implementation, on-line servicing, and business development for assigned
business function.

Key Responsibilities:

Strategy Development:
• Create strategy for APAC Operations (inclusive of owned and partner network entities in region) that addresses local, regional and global client requirement
• Create strategy for Regional Service Centers and Operational Projects such as Offshoring Capabilities as required
• Develop regional team with capabilities to provide direct leadership to Regional Service Centers
• Engage Performance Solutions and Business Transformation capabilities to ensure operational effectiveness and service innovation
• Identify and evaluate local market solutions where needed – implement best case while ensuring global standards for data and systems integration are enhanced
• Partner with President/ APAC Senior Executive Team in essential internal leadership activities (Sales/AM/HR/Admin)
• Report to and keep Regional Senior Vice president/ APAC Senior Executive Team aware of developing issues that may either threaten the company or opportunities that may impact long term plans
• Manage operational opportunities and liabilities with any New Partner Acquisition/Relationship Change
• Participate in Global Workgroups – develop thought leadership around specific topics/emerging developments that impact operations/business globally

Best Practice Sharing:
• Translate strategy in reality. Understand current operational landscape, dynamics & its current capabilities. Ensure operationally our markets fully understand and execute and support regional/global strategy
• Understand and share best practice across all company functional teams and partner network
• Work closely with functional teams to implement best practice and products and ensuring partners are fully supported to meet the company’s overall business goals

Identify Opportunity for Service Improvements:
• Lead operational reviews to drive improvements for servicing across the region
• Develop rules or solutions as best practice recommendation for APAC Operations
• Manage technology and service integration roadmaps for owned and partner operations

Relationship Management:
• Develop relationships with internal regional/global team and partner network to ensure overall business objectives are met
• Seek input from internal stakeholders, global/regional commercial teams (AM/Sales) to understand needs and develop solutions to meet long term goals
• Build solid partner relationships across all levels. Become trusted individuals and participate in important and strategic issues.
• Work with partners to drive growth, profitability and sound operations (scalability and relevance) – including address operational challenges to deliver long term permanent competitive advantage

Problem Solving & Decision Making:
• Leads and develops talent to manage Regional Call Centers and Offshore/Outsourced functions
• Manages team who oversee day to day implementations/escalations with the partner and owned operations, company functional teams and customers
• Work with partners and owned operations to ensure company service consistency and service quality
• Lead some servicing review – support Senior Management
• Support and deliver superior value proposition to global customers (customer retention/new win)
• Develop metrics to measure overall operational performance
• Ensure all company standards are met

Key Requirements:
• Prior management experiences of 14 years
• Minimum 12 years experiences in the travel industry
• Strong relationship building/networking to get result
• Ability to travel on a regular basis
• Fluent English plus at least one major Asian language fluently
• Knowledge of travel operations and industry
• Knowledge of the company Travel products and services
• Ability to lead by setting direction, developing teamwork and collaboration and achieving results through others
• Ability to manage multiple priorities including employee, performance, vendor, and client
• Proven ability to generate new ideas to increase efficiencies and respond to customer needs
• Understanding of all kind of contact center operations
• Understanding of accounting and knowledge of financial analysis
• Ability to work independently, developing strategies, action plans and tactics
• Ability to interact with all levels of employees within the organization
• Extensive travel