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 atmosphere.• Work closely with global product team and global operations team to land new platform/process in China.

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 atmosphere.• 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.• Onboarding key clients (mainly Fortune 500s) and working closely with them until cooperation go smoothly. Communicating with clients at business level like contract renewal, upselling and customizing process flow. As an escalation point to receive client’s feedbacks and provide full resolution plan with execution.

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 business sense before reporting to higher management.• 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, upselling and customizing process flow. As an escalation point for client complaints and provided full resolution plan with execution.• 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 position responsibility and streamlining operational process which led to great improvement in productivity in 2011.• 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 located in Philippines, India, US and UK respectively to build closer relationship. Adopted overseas experiences to China operation and voiced out requirements to grow business.

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.