BUSINESS SERVICES MANAGER – Kalgin Global Logistics (fiji) Pte Limited

JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED
The Role: Business Services Manager

Key Leadership and Management role
Be part of an Exciting and Dynamic Team
Kalgin Global Support (KGS) is seeking a highly motivated individual to head our large Business Process Operations (BPO) Department, who will facilitate and drive the BPO team to achieve our strategic targets.

The role requires the drive to deliver outstanding service to our customers, developing a culture within the BPO team and across the business that puts the need of the client and customers at the forefront. The incumbent will lead a team, mentor and inspire them to deliver outstanding support services and customer experience.

Working closely with our senior management team and responsible for the development and implementation of Kalgin Global Support BPO strategy, you must demonstrate a track record in employee recruitment, development, coaching and leadership, process management, specifically transactional data and key stakeholder management.

Key Accountabilities

Ensuring high-standard strategies are in place for productivity, quality, and customer service.
Work closely with the Business Partners to manage the performance and accountability of the BPO team to ensure the overall satisfaction of the customers.
Manage the multiple Functional processes professionally.
Rolling out group strategies, assessing, analysing and reporting continuous performance improvement to management and leadership team.
Optimize the resources for the productive and efficient running of the BPO team.
Design and develop agreed continuous improvement programs and processes for both quantitative and qualitative (if able) measures.
Maintain open and honest communication channels at all levels across the business to facilitate best-in-class sharing and root cause analysis.
Service Level Agreements (SLAs) – establish and operate SLAs in conjunction with the relevant Business Units.
Conduct Service Performance Reviews with relavant stakeholders and Business Units.
To develop a high-performance service culture within the department.
Lead and become a cultural advocate for initiatives to increase employee engagement.
Motivate and coach the team to be successful.
Conduct your business relationships in a responsible and ethical manner so as to enhance and support the reputation and goodwill of the Company.
Develop and maintain relationships with key Stakeholders and Business Units.
Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point for your team.
Work closely with General Manager to support the development of a workforce that is capable, adaptable, agile with a focus on promoting careers in Kalgin Global Logistics.
Assist with the identification of people and organizational risks, in your area of responsibility, ensure mitigation strategies are in place and as appropriate, action is taken to minimize any actual or potential impact.
Lead and develop the team to ensure consistency in performance, stability and succession planning.
Promote and support initiatives for high standards of Health, Safety and Wellness across Kalgin Global Support.
Other delegated duties by the General Manager.

Qualification / Skills / Experience / Competencies

At least 5 years of managerial/leadership experience.
Bachelor’s Degree in Business Studies or Management or relevant field or equivalent.
Demonstrate resilient leadership skills.
High attention to detail coupled with demonstrated problem-solving and investigation skills.
Excellent communication, engagement and development of people skills.
Experience in Freight Forwarding and finance would be an added advantage.
Experience in managing more than one function/service at a time is preferable.
Experience with KPI management, Quality Monitoring and Cross-Functional Collaboration.
Experience in workforce planning — i.e. system or manual.
Experience in establishing and managing SLAs.
Energetic, passionate, can-do attitude. Hands-on in sales pursuits but able to scale a team and think strategically.
Understanding P&L and SLA Management.
Remuneration & Benefit

A secure career with a strong fast-growing company.
Very attractive salary and bonus structure which will be discussed with the successful applicant.