Global Operation Manager ( Shanghai)

Our client, one of the largest one-stop travel service provider is currently looking for Global Operation Manager.

Role Overview

• Support Global Operation function head to drive operation excellence from various aspects including maintaining sustainable function team performance, taking lead or coordinator role upon department level initiatives with strong result and insight driven leadership.
  支持全球运营职能负责人从各个方面推动卓越运营，包括保持可持续的职能团队绩效，在部门级举措中发挥领导或协调作用，并具有强大的结果和洞察力驱动的领导力。

Job Responsibilities:

• Centralized tactics management – Be responsible for operation tactics maintenance including tactics design, implementation, periodical evaluation, and result driven optimizations across business locales.
  负责运营策略维护，包括跨业务区域的策略设计、实施、定期评估和结果驱动的优化。

• Centralized efficiency optimization – Define and implement operation efficiency management framework from different aspects that helps drive optimal effectiveness of resource usage for on scene operation and strategical planning.
  从不同方面定义并实施运营效率管理框架，有助于推动现场运营和战略规划的资源利用的最佳有效性。

• Global operation cadence planning and coordination – Plan and organize cadence matching to operation priorities. Coordinate into business events preparation on behalf of Global Operation. Engage and take virtual leadership in emergent occasions with strong collaboration in delivering the best of operation common interests. (detail)
  规划和组织与运行优先级相匹配的节奏。代表全球运营部门协调业务活动的准备工作。在紧急情况下参与并发挥虚拟领导作用，通过强有力的协作来实现最佳的运营共同利益。

Requirements:

• Solid knowledge of call center /service industry management tools including call monitoring skills, coaching, telephone technology, workforce and shift management, etc.
  熟悉呼叫中心/服务行业管理工具，包括呼叫监控技能、辅导、电话技术、劳动力和轮班管理等。

• Proven capability in operation excellent management including strategy and tactics management, project & process management, conflict & crisis management, etc. Fluent English communication in both verbal and written. Strong presentation ability.
  具有良好的运营管理能力，包括战略和战术管理、项目和流程管理、冲突和危机管理等。流利的英语口头和书面沟通能力。较强的表达能力。

• Proven ability to effective team management including team building and motivation, performance management.
  具有有效的团队管理能力，包括团队建设和激励、绩效管理。

• Department level project management – Lead or support department level program or project with thoughtful planning, strong execution, influential communication, and solid result.
  部门级项目管理——以深思熟虑的计划、强有力的执行力、有影响力的沟通和扎实的结果，领导或支持部门级计划或项目。

• Proficient in operation working tools such as MS Office tools.
  熟练操作MS Office等办公工具。

• COPC, PMP,6sigma experience is preferred.
  有COPC、PMP、6sigma经验者优先。

• Ability to perform duties with integrity, accountability and professionalism
  能够诚信、负责和专业地履行职责

• Enthusiastic, outgoing, driven and motivated individual
  

  热情、外向、有动力、有上进心的人

Experience:

• Proven record of success in service operation excellence management
  卓越服务运营管理的成功记录

• Minimum of 10 years of call center experience with a minimum of 5 years managerial experience
  

  至少10年呼叫中心经验，至少5年管理经验

  
  

Education:

• Bachelor’s degree required
  

  本科及以上

  
  

Interested candidates, please send me your updated CV to: melody.li@selective.com.hk And quote job reference number: ML20231220