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Head of APAC Service Delivery @Ten Group

[Hiring] Head of APAC Service Delivery @Ten Group

Mar 28, 2025 - Ten Group is hiring a remote Head of APAC Service Delivery. 💸 Salary: competitive salary based on experience. 📍Location: Asia.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As Head of Service, you will lead the execution of Ten Group’s overall service strategy by your teams, supporting members within our APAC region. Your role involves:

  • Recommending solutions, policies, and practices to enable the region to perform at the highest level.
  • Driving change within the organization.
  • Presiding over the department's day-to-day operations.
  • Investing resources to achieve Ten’s strategic plan.

The role will be accountable for the operational day-to-day running of a 24/7 contact centre team, including:

  • Optimising, challenging, and innovating frontline coverage and task management strategy.
  • Ensuring seamless and effective service that meets corporate SLAs and delivers excellent member satisfaction.
  • Ensuring availability of a team to respond to all inbound member tasks.

You will be a confident spokesperson for Ten and effectively present to internal key stakeholders about task management and Out of Hours coverage in the region.

You will manage and assist entry-level, experienced, and management-level colleagues in meeting targeted performance levels through the development of a motivated and dynamic team.

Key Responsibilities

  • Manage the day-to-day fundamentals of service delivery and inbound task management with confidence and ensure that all SLAs are achieved.
  • Ensure plans are in place for growth in tasks per hour, member satisfaction, and profitability across the teams.
  • Develop a strong staff retention culture to recruit and retain top talent.
  • Be a confident spokesperson for your teams and effectively present to key stakeholders.
  • Own SLA and satisfaction results and improvements for your area.
  • Provide input into periodical business and resource forecasting at the department/team level.
  • Share operational insights with the Global Workforce Planning team for effective staffing planning.
  • Oversee the personal development of your line reports, ensuring they work towards performance excellence and career goals.
  • Hold line reports accountable for their responsibilities.
  • Ensure collaboration and teamwork within and across teams to achieve departmental and regional goals.
  • Conduct regular calibration sessions to guarantee high service delivery levels.
  • Implement measures and monitor/report successes/improvements.
  • Provide clear direction on departmental priorities.
  • Ensure member requests are carried out to best practice standards.
  • Manage any disciplinary issues within the team.
  • Handle escalated customer care issues as appropriate.
  • Develop a strategy for a motivated and committed member-focused service team.
  • Manage bonus rounds including bonus calibration.
  • Work closely with the regional People Experience team to oversee a successful recruitment function.
  • Support the People Experience team on the execution of the employee journey.
  • Perform other duties as reasonably required.

Requirements

  • 4+ years related experience and/or training, or equivalent combination of education and experience.
  • Record of success in leadership, managing customer service teams.
  • Call centre management experience; understands workforce planning, rotas, and process design.
  • Demonstrated ability to effectively manage teams and individuals.
  • Proven record of accomplishment of initiative and follow-through.
  • Ability to manage and prioritize projects under tight time constraints.
  • Able to effectively coach team members to success.
  • Strong leadership and motivational skills.
  • Experience in recruitment, performance, and general human resources practices.
  • Results-oriented and self-motivated.
  • Ability to build relationships and be resourceful.
  • Analytical with strong interpersonal skills.
  • Highly organized with the ability to recognize and solve problems.
  • Excellent presentation skills and oral/written communication skills.
  • Proficient in Microsoft Office (Excel, Word, PowerPoint).

Benefits

  • Culture of recognition and reward through regular appraisals and annual Extra Mile Awards.
  • Competitive salary based on experience, along with a performance-based bonus.
  • Wide range of benefits for all employees, regardless of location.
  • Earn 3 extra days of leave in your third year and an additional month every 5 years.
  • Ten Loyalty Reward Program for milestone service anniversaries with a financial bonus.
  • Opportunity to work from any of our 20+ global offices without using annual leave.
  • Commitment to diversity and creating an inclusive work environment.

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Before You Apply
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📍 Be aware of the location restriction for this remote position: Asia
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Head of APAC Service Delivery @Ten Group
Customer Service
Salary 💸 competitive salary based on experience
Remote Location
Asia
Job Type full-time
Posted Mar 28, 2025
Apply for this position Unlock 54,652 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: Asia
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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