Responsibilities:
1. Lead the Premier & Site management team for Dalian, managing and organizing daily acitivities to achieve the service levels and Online performance goals related to maintenance and customer support related to Premier Pages.
2. Define and agreed the SLA’s with the senior management and eBusiness teams in Japan Relationship Segments and transition segments.
3. Own Premier &site operational excellence
a. Own 100% accuracy of pricing and information on active Premier Pages and site pages.
b. Own to resolution any escalations regarding Premier and EPP Maintenance issues ,site maintenance issues and customer queries. This includes being notified of any severity level 1 and 2 IT issue tickets via Remedy.
c. Participate in any Internal Audit planning and activity and own any Management Action Plans (MAP) resulting from an audit related to Online processes and applications.
d. nsure that any Premier / EPP and site Maintenance procedures are documented, agreed and maintained accurately and communicate these processes to the impacted teams e.g. Sales/CEI/Finance etc.
e. Ensure that Company policies such as export compliance are met for Premier & EPP Maintenance.
f. Actively research and share best practice processes and activities for the online business across the APJ region and globally.
4. Actively work with the Product Mgt/SCM/IT Operations teams to develop system enhancements
a. Proactively identify and define the business priorities for application and content “bug fixes” and enhancements that will underpin the planned growth of Online business and achieve the agreed financial performance targets.
b. Ensure that relevant business segments have bought-into the enhancement requirements.
c. As required, own enhancement projects that have a global, regional or cross-functional focus. For example: Legal or Export requirements.
5. Premier /EPP and site Maintenance reporting & analysis
a. Actively review and report on PSO and site management team’s performance for Japan including progress against any goals such as turnaround time of new requests, accuracy % on bundle set up, escalations and time to resolve etc.
b. Forecast headcount requirements for PSO and site management team based on business targets.
c. Prepare reports/presentations regarding PSO and site team’s performance within Japan for use in team and management meetings including Ops Reviews.
Must Have Skills or Technique Knowledge:
.4-5 years of experience in People Mananagement and operation with a track record of measurable results preferably in the IT industry.
.Bachelor’s degree or equivalent in Business Administration additional qualifications would be an advantage.
·Good organizational agility and interpersonal skills to work effectively across functions and lines of business in a virtual organisation.
·Excellent spoken and written skills in English and Japanese. Mandarin would be an advantage
·Other success attributes include being analytical, mature, results-oriented, meticulous, customer focused, computer literate and numerate.
Would Love to Have Skills:
·Track record of experience in operation or in Online either marketing or business development.
·Knowledge of Internet technologies and and consumer products.
Desirable Interpersonal Skills Needed:
·Ability to thrive in a fast-paced and demanding environment, proactively managing and setting the business direction.
