Jack Cao Email & Phone Number

Hong Kong

Beijing, China

• Responsible for revenue generation and P&L in North APAC (China, Japan, South Korea).
• Oversees commercial team in China, Japan and South Korea and China Operations with 150+ staffs.
• Set and Deliver revenue growth target through developing new strategic accounts, retaining and growing existing customers with upsell opportunities.
• Design and implement long term strategic initiatives to drive revenue increase through new product development, new technology implementation and investment opportunities.
• Transformed people behavior change towards customer first and result focus mindset. Successfully reduced service turnaround time from 10 days to 6 days and service level performance improved to 97%.
• Continuously improving operational excellence through lean six sigma projects and robotic process automation. Ensure all product and process knowledge are shared within internal platforms to encourage self-training.

Beijing, China

• Responsible for both Operations and Revenue generation teams across China (Beijing, Shanghai and Zhuhai) with total of 150+ people. Oversees company’s P&L to deliver EBITDA target.
• Set and Deliver revenue growth target through developing new strategic accounts, retaining and growing existing customers with upsell opportunities.
• Design and implement long term strategic initiatives to drive revenue increase through new product development, new technology implementation and investment opportunities.
• Transformed people behavior change towards customer first and result focus mindset. Successfully reduced service turnaround time from 10 days to 6 days and service level performance improved to 97%.
• Continuously improving operational excellence through lean six sigma projects and robotic process automation. Ensure all product and process knowledge are shared within internal platforms to encourage self-training.
• Work closely with global product team and global operations team to land new platform/process in China.

Beijing, China

• Managing entire China operations team of total 120+ people, include core operations team, customer service team and quality assurance team.
• Enhancing process solution to improve efficiency and quality by introducing result focused incentive program and enhancing training programs.
• Leading the team to adopt and localize global tools and technology to improve capability.
• Assisting sales organization to land new deals and explore more opportunities.
• Provide monthly and quarterly revenue and cost forecasts for business and operations to business leaders and responsible for implementing corrective actions to achieve budget and operations targets.

Beijing, China

• Directly managing Beijing operation center (including Client Service Team, Quality Control Team, System Specialist Team, etc.) with total of 40 staffs.
• Overseeing daily cooperation with Zhuhai operation center by transforming into a call center business model and constantly improving service quality.
• Work with IT team to setup call center equipment requirements and screening vendors.
• Enhancing Standard Operating Procedure for each department and work with the team for implementation.
• Establishing more workable KPI and monitor staff performance. Creating incentive plan to improve the quality and efficiency.
• Introducing new technology/tools which would increase operational performance into the work process and provide guideline and training to implement.

Beijing, China

• Supervised entire China client operations and reported to Operations Manager. Managed a team of 11 client managers and participated in staff recruiting and training. Extract daily system report and analyze into.
• Responsible for setup onboarding procedure for key clients (mainly Fortune 500s) and worked closely with them until cooperation went smoothly. Communicated with clients at business level like contract renewal.
• Introduced standard operation procedure from regional operation center and localized to best fit China market situation. Successfully run the integration project of Beijing and Zhuhai operation centers by re-defining.
• Took regular training of new developments from regional offices and provided feedback. As a Subject Matter Expert on internal operating system, communicated and shared experiences with other operation centers which are.

Beijing, China

• Managed 20+ clients including 5 Fortune 500 companies.
• The only Nominee of 2009 Kennedy Excellence Award from First American Group (former parent company of First Advantage) in China.
• Handled clients’ background screening requests and answered their queries. Monitored the progress in case level to ensure it closes smoothly and timely.
• Provided immediate feedback to client’s concern or complaint.
• Took client audit according to requirement and provided weekly/monthly summary.

北京，中国

• Supported two sales team in the United States and arranged shipments to ensure all clients received the goods in time.
• Provided training to new team members.
• Assisted AP Analyst in USA to manage vendor accounts and that involves Cut Check, GL issue, Communication with vendors and manage Excel report of each check.