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Head of Service Excellence, APACx
3 months ago
Company Description
Working at Allegis Global Solutions (AGS) is more than just a job. It's a career. It's a community of people who invest in your development and empower you to blaze your own trail. Each of us is here to create real, measurable impact that moves needles. We operate beyond "roles" or "jobs" to realize the opportunity to make meaningful contributions to a bigger idea. Because we believe that when you build a workforce that's designed to harness human enterprise, you design a workforce that's built for impact.
At AGS, we help companies all over the world transform their people into a competitive advantage. It's not about filling seats. It's about designing workforces to meet missions and unleash the most transformative power in business today: The power of human enterprise.
With services around the globe, we have a point of view on the future of work that enables us to be a transformative partner in the way work gets done for our clients' organizations. Meeting clients where they are, we design a plan and guide them along a transformational journey, applying bold actions and diverse minds to solve the most complex challenges – from permanent and extended workforce management to services procurement, consulting, direct sourcing and our Universal Workforce ModelTM.
We also represent over 100 countries and speak dozens of languages. So, as you're building relationships and doing your job, you'll be exposed to other cultures and advancement opportunities while expanding your knowledge of global markets and strategies.
Job Description
The Head of Service Excellence is responsible for the assessment, transformation, plan development and transformation plan execution for AGS' Asia-Pacific customers.
This role is responsible for driving strategic and transformational initiatives related to customer and AGS objectives. This role will partner with program leaders and regional leadership to understand customer goals, create plans to achieve those goals and lead them through implementation to operation. This position includes managing stakeholder relationships, AGS resources, and project workstreams.
- Actively listen and extract customer needs and opportunities using Command of the Message methodology.
- Offer customers alternative solutions, drawing on AGS's capabilities and marketplace knowledge.
- Build strong and effective working relationship with leadership and partners both internally and across customers to build efficiencies, enhance service offerings and ensure operational excellence.
- Partner with client and internal AGS partners to develop appropriate material for business reviews.
- Partner in successful implementation of client initiatives (examples: diverse talent, technology transformations, process re-design, policy changes, new expansions).
- Coordinate leadership and client involvement for problem resolution and critical decision making.
- Collaboratively create transformation plan (account plan/roadmap).
- Develop and implement approach to 'continuous improvement' and innovation throughout new and existing AGS programs.
- Identify opportunities for driving strategic enhancements to operating or resourcing model based on continuous improvement activity or opportunities.
- Ownership of the initiatives tied to customer goal achievement.
- Mentor account leaders in operational improvements.
- Hold accountable all project team members to their project deliverables, conducting follow-up and issue resolution to ensure project deliverables are met.
- Identifies project risk and issue areas, and escalates within AGS, partner ecosystem and client escalation channels as appropriate.
- Participate in driving, monitoring and designing solutions from implementation through to BAU for large scale AGS programs to ensure quality service delivery.
- Work with Development and Operations leaders to drive and constantly refresh an appropriate technical and consultative training strategy to maximize capabilities and ensure quality of delivery.
- Work with programs and business development to develop proof points and seek to make this a part of core operational delivery across region.
Qualifications
- Bachelor's degree in business or management, or equivalent experience.
- 8+ years' experience leading customer change initiatives.
- 8+ years' experience managing a team that includes operations delivery goals, project management and escalation mitigation.
- Strong working knowledge of AGS products and their value proposition.
- Experience delivering content in a client-facing role, preferably at an executive level.
- Project management experience.
- Demonstrated ability to accurately scope projects.
- Implementation and program launch experience preferred.
- Basic understanding of integration management and technology partner abilities. preferred.
- Experience interacting and managing complex customer issues.
- Business development experience preferred.
Additional Information
As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.
See what it's like to work at AGS by searching #LifeAtAGS on any social network.
