The Deputy Head of Professional Services is accountable for the design and implementation of Professional Services to achieve desirable financial performance and to drive continuous growth of economic profit, profit & loss, while ensuring the alignment with overall business strategy. This is achieved by directing and guiding the business within the territory towards achieving strategic goals, identifying new business growth opportunities and ensuring delivery of exceptional customer service. The role holder is also responsible for championing and driving core initiatives to improve business operations and enhance customer experience, including adoption of new digital tools/ technology and driving customer care/ loyalty initiatives.
KEY RESPONSIBILITIES
Business and strategy planning
§ Supports Function Head in defining overall strategy and business plan to achieve financial performance, increase customer loyalty and gain market share in the region
§ Designs and cascades key performance indicators (KPIs) in terms of productivity, profitability growth, and customer acquisition for the territoriesျ
§ Leads projects to identify, design and implement opportunities in developing value-creating business, expanding existing network and building brand awareness
§ Monitors overall market and competitor trends as well as considers best-practice examples in similar industry to continuously professionalize services offerings in the territory
Customer service
§ Supports Function Head in developing service strategies and service quality targets to enhance positive customer experience and ensure delivery of exceptional customer service
§ Monitors customer satisfaction scores and identifies areas of improvement to deepen existing customer relationship and create customer loyalty
Regular operations planning and supervision
§ Ensure daily business operations meet the quality standard defined by Function Head and other obligations, with support from Regional Business Manager
§ Identify and implement new digital tools/ concepts to continuously optimize the processes as well as improve ways of working to achieve a more cost-efficient operation
§ Conducts employees survey to understand the operating environment and gather feedback on the Area Business Manager/ Regional Business Manager

Hiring
§ Supports recruitment process for Regional Business Manager and other roles as required
Others
Reviews and approves policies, procedures and infrastructure that are fit-for-purpose for the business operations to promote process consistency within the region while ensuring alignment with high-level guidance set by Function Head

• 10+ years of work experience (with 6+ years of supervisory experience)
• Entrepreneurial and driven to achieve desired outcomes
• Excellent verbal and written communications skills
• Ability to manage time, balance multiple tasks and constantly work with changing priorities
• Demonstrate past track record of managing a team
• Ability to communicate and influence multiple stakeholders
• Strong project management capability
• Strong understanding of digital tools/ technology and latest trends
• Ability to travel 50 – 80% of time
• Proficient in English