Business Communications Manager - Korean Speaking

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 204 days ago

Job Details

Experience

3 - 4 years

Employment Type

Full-time

Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
The Business Communications Manager will be responsible for ensuring the effective delivery of all services to the client and ensuring that those services are continually improved in the interests of the client. Through a matrix organization structure the AM will ensure the effective coordination of Country level account managers in their client development activities thus ensuring best practice is deployed effectively on behalf of the client in all regions.
Reporting directly to the CCM Director the Business Communications Manager achieves his/her targets with the assistance of all Transcom support functions.
The primary objective is to ensure continuous improvements are being implemented for the client’s business.

Essential Duties & Responsibilities:
Network Development
  • To ensure that the country representatives are organised to work to a common agenda
  • To ensure that regular and structured communications are in place to establish client benefit opportunities
  • To ensure that the individuals in the network are fit for the purpose and to liaise with country leadership and client where required to implement changes
  • To assist in the recruitment of network resources
Business Improvement
  • To establish client priorities for business improvement and technology implementation
  • To liaise with Business Improvement to ensure projects are scheduled appropriately based on client benefits
  • To gather detailed requirements to feed into projects ensuring effective outcome
Leadership & Influencing
  • To network with operational line management in TWW to ensure client priorities are being met
  • To ensure that all account management members are properly integrated into the local management teams
  • To encourage the generation of proactive ideas for client services improvements
Client Communication
  • To ensure regular and effective communication to client of corporate business improvement plans
  • To deal with escalations and mediate where country leadership and client have differences
  • Ensure a proactive contact with clients of possible improvements to services
  • Always meet or exceed commitments made to clients.
Commercial
  • To own and manage all corporate client commercial negotiations with input from CM, CFO, CEO and CCM
  • To ensure that all plans and actions consider the commercial implication on both the clients and TWW business and to find solutions that always deliver long term win/win outcome.
  • Prepare meticulously for commercial negotiations in advance and ensure accuracy of information.
  • Ensure that committed costs are covered by revenue streams wherever possible.
  • Ensure the profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted for.
  • Develop agreements that incentivise client improvements in return for higher margins.
  • Ensure all agreements are profitable and take account of “end of contract” exposures.
Additional Specific Duties & Responsibilities:
  • Proactively promote the TransVision objectives.
  • Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
  • Create/encourage an open and energetic culture at every level in the organisation. Leading by example and establishing recognition from employees/colleagues as a supportive, strong and credible leader/influencer
  • Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
  • Ensure a high level of morale and a sense of loyalty to TWW in each individual.
  • Provide feedback to Corporate Governance on ideas for improving standards and processes
Job Specifications (Qualifications, Skills and Experience)

Educational Background:
  • University degree or equivalent higher qualification

Work Experience:
  • Have a proven and successful track record of effective leadership within CRM sphere within a customer services and consumer marketing environment. CMS experience will be valued.
  • Have Client Relations and Sales contact experience
Skills Requirements:
  • Have an excellent understanding of CRM best practice, technology and markets
  • Have fluent financial P&L comprehension
  • Have an ambassadorial/executive presence
Competencies
  • Organizational Awareness
  • People Leadership
  • Customer- Centric
  • Goal- Orientation
  • Quality Orientation
  • Analytical Thinking & Problem Solving
  • Integrity
  • Expertise Skills
  • Adaptability
  • Communication
  • Generating Vision
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.

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