Job Responsibilites
1. Manage a team of TLs/TMs/SME’s/SPEs and support functions to deliver Client and Business program goals and metrics
2. Act as Company and Client point of contact for requests and issues relating to your span
3. Create & maintain expected staff documentation and reports
4. Deliver regular KPI/Status Updates/MBRs as requested internally and externally
5. Manage customer relationships through regular communication with client through weekly/ monthly reviews, report on project status
6. Manage, flag and resolve escalations and issues
7. Review and respond to information or process requests from the client with within expected timelines
8. Ensure seamless and timely delivery of new projects/processes
9. Communicate status and developments of important/relevant information within the project span to all relevant stakeholders
10. Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value
11. Analyze customer feedback at desired intervals and initiate ways to improve the score
12. Deliver project year budget estimates and actuals
13. Audit end of month billing of the project
14. Be a champion of change management, staff development, performance management at both direct span and program level
15. Ensure compliance to the set standards/norms in order to adhere to quality and compliance
16. Initiate and deliver on process improvement projects to improve process efficiencies
17. Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines
18. Ensure proper documentation and knowledge transfer as per project plan and schedule
19. Plan for resources based on volume projection and current available head count and allocate responsibilities
20. Work with HR to identify and hire suitable candidates as per business needs
21. Consult across business operations, mentorship, and contribute specialized knowledge for all workflows
22. Conduct performance appraisals for team members
23. Identify training needs for all team and ensure domain/developmental trainings needs are met
24. Evaluate business operations and processes and technical solutions, identify improvement opportunities and implement solutions & improvements
25. Oversee the development, testing, and implementation of technical solutions
26. Liaise between external partners and Client stakeholder teams to convey requirements, validate data (QC), coordinate and communicate updates about fixes/edits, etc.
27. Oversee the tracking of all data submissions (through Client tool or outside Client tool)
28. Support the team in addressing and resolving external partner queries
29. Troubleshoot process and operational issues reported by authoritative data sources; ability to develop deep understanding of data formats, structures, etc.
30. Other day-to-day and ongoing duties as required/requested
Preferred Qualifications:
31. Post Graduate or Bachelor's degree in Business Administration
32. PMP certification or other relevant Project Management certification
33. Lean/Six Sigma qualification and/or Data Analytics Certification
34. Oral and written communications expertise in English, and one or more additional languages (French, Spanish, Portuguese, German, Italian, Malay, Indonesian, Japanese, Arabic, Thai, Hebrew, Norwegian, Swedish, Danish)
Preferred Experience:
35. Experience managing and working with cross functional, multicultural and global teams
36. Experience in Business Development and B2B partnerships/sales, customer service and working in digital/technology companies with tech products
37. 5+ years of People Management and service delivery experience
38. 4+ years of QA and Training Management experience
39. Full MS Office Skills to intermediate level
40. Full Google Suite Skills to intermediate level
41. Expertise in Salesforce.com
42. Knowledge in Geographic Information System tools
43. Demonstrable Metric and KPI improvement actions
44. Experience in end to end performance management
45. Experience prioritizing internal and external (client) needs with data-based decisions and solutions
46. Program documentation experience
47. Process writing experience
48. Demonstrable experience identifying improvements using data-based information and implementing sustainable solutions
49. Experience with data analysis using differing sources and metrics
50. Global organization scale up/down and process implementation
Soft Skills:
51. Excellent communication skills, with the ability to lead a multicultural team
52. Have a strong understanding and passion for technology and enjoy keeping up to date on the current trends in the mapping industry
53. Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment with a minimum of supervision
54. Must be a self-starter, with a willingness to embrace change, quickly learn new technologies, work closely as a member of cross-functional teams, and be open to new ideas and processes
55. Responsible for fulfillment/completion of deliverables within the area of responsibility within set timelines