Iris Guan Email & Phone Number

Foshan, Guangdong, China

中国 广东省 佛山

Key accountabilities and responsibilities include: Delivery management Client satisfaction Client relationship Service Line planning and strategy Competitiveness Transformation & Industrialized Innovation Supporting Growth• Acts as a critical point of contact for the client organization in troubleshooting and resolving key collection issues arising from delivery-related activities, co-work with Manila and India delivery center, take leads of the APAC… Show more Key accountabilities and responsibilities include: Delivery management Client satisfaction Client relationship Service Line planning and strategy Competitiveness Transformation & Industrialized Innovation Supporting Growth• Acts as a critical point of contact for the client organization in troubleshooting and resolving key collection issues arising from delivery-related activities, co-work with Manila and India delivery center, take leads of the APAC region business control and report to the client• Understands what it takes to manage a business and uses the insights to gain better understandingof a client’s need and to position the right CG offerings to bring value to the client, like provide RPA opportunity.Ensure implementation of best practices in the areas of People, Process, Technology and Controls.- Working closely with the Delivery teams to deliver collection business Transition-APAC & collection service delivers projects as agreed. - Working with Delivery team to arrive at new opportunities for better efficiency to the client.• Manage the talent pipeline within the team in conjunction with the BU to ensure organization resilience on a short, medium, and long- term basis • -Ensures that all deliverable for the project are created, approved and updated on ongoing manner; • -Ensures that all targets and deadlines described in KPIs and SLAs are met according to client’s expectations • -Assigns priorities for operations and services delivered to the client • -Continually considers improvement opportunities and encourages the Team to do the same. Focuses on continuously developing business relationship • -Ensure that appropriate controls are implemented to reduce the risk delays and errors • -Creates strong and effective team, develops individuals with coaching, delegating and constructive feedback • -Takes the opportunity to increase scope of services performed within the company by participation in selling process Show less

Beijing, China

Managing four contact centers which related to technical support, customer service and telephone sales for world famous brand of hard drive and software, also managing China famous mobile payment app and cross boarder e-commerce platform.-Taking Customer Experience to new heightsProvide excellent Customer experience which will match our highly recognized brand World Wide.-Integrated Customer Service Channels, smart interconnected culturally suitable channelsPhone, Chat… Show more Managing four contact centers which related to technical support, customer service and telephone sales for world famous brand of hard drive and software, also managing China famous mobile payment app and cross boarder e-commerce platform.-Taking Customer Experience to new heightsProvide excellent Customer experience which will match our highly recognized brand World Wide.-Integrated Customer Service Channels, smart interconnected culturally suitable channelsPhone, Chat, Email, SMS, Knowledge Base, Forums, SocialMulti language support which including Cantonese, Mandarin, English, Japanese, Thai, Korean, Vietnamese and Indonesian.-Drive AI integrations for next generation support AI based virtual assistantMobile Enablement Show less

Foshan City, Guangdong, China

1. Building core knowledge in team during set up activities in liaison with the build/mobilisation team2. Manage growth of the team as per capacity plan, ensuring the team is resourced with sufficient well trained and well motivated staff and that staff are developed to their potential in line with current and predicted operational needs3. Maintenance of Service Levels, ensuring a high level of customer service at all timeIdentify and diagnose sub-optimal business performance and… Show more 1. Building core knowledge in team during set up activities in liaison with the build/mobilisation team2. Manage growth of the team as per capacity plan, ensuring the team is resourced with sufficient well trained and well motivated staff and that staff are developed to their potential in line with current and predicted operational needs3. Maintenance of Service Levels, ensuring a high level of customer service at all timeIdentify and diagnose sub-optimal business performance and report issues of concern to Senior Leadership4. Protect the firm and the client’s interest at all times by complying with statutory regulations and legislation5. Initiate and support improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains6. Maintain control over operational budget where applicable, demonstrating due care and diligence in exercising operational level mandates within authority7. Build strong relationship with Head of Operations and peers and provide cover as required Show less

Foshan, Guangdong, China

Foshan, Guangdong, China