Client Support Services formerly known as Regional Program Management• Provide functional, analytical, and reporting support to the Regional Program Management Team• Identify trends and issues, and proactively offer recommendations for issue resolution• Act as the single point contact for customer• Manage customer escalations and drive recovery plans• Maintain and improve service level – stock accuracy, data availability, logistics business models efficiency, billing accuracy, specific transport agreements- to SPL customers by measuring and reviewing the KPIs sold on a regional or global basis• Cross country best practice sharing for Operations

IBM Global Technology Services Strategic Outsourcing• Consolidate data from ASEAN client's Account Managers into the Competency Metric Tool (CMT)• Performs metric analysis and modelling of CMT results• Identify underlying issues that cause regression and inconsistency of CMT results• Provide justification for CMT results and update Process Behavioral Analysis charts in IBM PRISM• Provide recommendations on manpower allocation and highlight key issues on products and services face by individual accounts• Contract mapping for transfer of regional client accounts