Build and maintain strong client relationships. Keep site team focused to maintain high level of service standard. Encourage teamwork, ensure all staff members are involved in generating high client satisfaction. Manage billing, reporting and finances effectively. Oversee team managers; identify, encourage, and develop future leaders. Provide leadership and manage multiple accounts across service lines. Offer ad hoc feedback to individual staff members on performance excellence or issues. CLIENT SERVICING Meet key client contacts regularly to discuss operations and identify opportunities for service enhancement. Increase client satisfaction scores. Conduct in-country employee appraisals & development planning. Ensure processes and procedures are observed at all times and updated regularly. Encourage teamwork by fostering a positive, cohesive, collaborative, and team-oriented working environment. Ensure robust succession planning. Understand and enforce company policies and procedures. Manage monthly billing, reporting and finances effectively. LEADERSHIP, TRAINING & DEVELOPMENT Lead client and staff meetings as appropriate Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met. Resolve disciplinary issues in a timely and legally compliant way. Foster a positive, cohesive, collaborative, and team-oriented work environment. Prepare and conduct employee evaluations and development planning. Maintain site employee capability matrix. FINANCE Prepare monthly site invoice, gross margin template and payroll. Review and question monthly profit-and-loss and balance sheet statements Assist in annual and ad hoc budgets for site operations. Assist in responses to Requests for Proposals BUSINESS CONTINUITY Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption) Produce and regularly update a succession plan for site roles covering staff promotion, transfer, resignation, termination. CONTRACT MANAGEMENT Ensure to work with all relevant parties (Legal, Risk, Finance, HR) for contract negotiation. Keep contract up to date when there is any change in scope / service fee.

Hong Kong