Sunday, January 30, 2011

Area Services Operations Specialist Job

Job Category: Operations
Location: Singapore, SG
Job ID: 738646-28708
Division: Operations

Position Title: Area Services Operations Specialist

Department: Services Operations, Microsoft Asia Pacific Operations Centre (Singapore)

Reports To: Area Services Operations Manager

Purpose

At Asia Pacific Operations Centre (APOC), we have a passion for customers, partners and technology. We provide solutions to the field that enables the delivery of software and services to customers/partners across Asia (APAC, GCR, India & Japan).

We are currently recruiting for Area Services Operations Specialist(s).

As a Services Operations Specialist, you will be responsible for the order-to-cash activities of the Microsoft Consulting Services (MCS) business for an area within Asia.

You will interface with Microsoft Consulting Practices to ensure that the Order to Cash policies and processes are managed in a compliant and efficient manner. The Operations Specialist is accountable for driving operational excellence across Services Operations, through the identification and creation of solutions to solve deficiencies, improve performance and maximize revenue within their business segment. They are also tasked with driving change when appropriate.

Responsibilities

? Manage the business relationship with multiple Engagement Managers within the country’s Consulting Practices.

? Provide business insights and support to ensure that customer engagements are managed effectively and efficiently throughout the engagement life cycle, thus optimizing the customer experience.

? Develop a deep engagement and act as a single point for contact for Operations; engaging with internal support teams to ensure service levels are met or exceeded.

Business Management & Reporting

? Engagement Manager Reporting; Engagement Manager formal Reviews; Services Leadership Reporting, Business & Compliance reviews, Backlog management, Revenue accrual support, Scorecard & Ops Health reporting.

Contract Management

? Manage the relationship with multiple Services Executives to ensure contracts are approved and fully executed

? Engagement Management encompassing Project and Task setup; Task Maintenance, Closure and CSAT Survey review

Subcontractor Management

? Billing & Accounts Receivable Management

? Responsible to drive Operational Excellence by ensuring processes are highly efficient through regular process improvements initiatives.

? Responsible to drive changes in programs, policies and process improvements using influence and good communication skills to achieve stated goals.

? Ensure that the Services Business is managed in a compliant manner and that all processes and procedures are documented and that the field is trained as appropriate.

Frequent travel is required with this role.

Minimum Qualifications and Experience

? Bachelor Degree or equivalent.

? Bilingual (English and Chinese, both spoken and written. Proficiency in Korean language will be an advantage.

? Strong presentation skills with ability to communicate effectively at all levels of business

? Demonstrated work experience in an operations environment - typically account management, customer service, business operations, licensing, services, supply chain management or logistics.

? General knowledge of international business and a high degree of cultural awareness required.

? Proven engagement management and customer service.

? Achievement within a results-driven, highly ambiguous and dynamic environment

? Strong analytical, problem solving, and decision making skills

? Ability to develop and implement creative solutions and influence others in their adoption.

? Must be highly self-motivated and able to work remotely from core business team.
Job Segments: Accounts Receivable, Bilingual, Business Manager, Consulting, Customer Service, Customer Service Representative, Finance, Management, Operations, Operations Manager, Supply, Supply Chain, Technology


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