Head of Professional Services is accountable for setting strategic goals and business plan for Professional Services to achieve desirable financial performance and to drive continuous growth of economic profit, profit & loss. This is achieved by setting clear directions to develop value-creating businesses, expanding existing network as well as ensuring efficient and exceptional delivery of services with application of new digital tools/ technologies. The role holder is also responsible for maintaining trustful and engaging customer relationship and building brand awareness that is consistent with overall Group’s strategy.
KEY RESPONSIBILITIES
Business and strategy planning
§ Defines overall strategy and business plan to achieve financial performance, increase customer loyalty and gain market share in the region
§ Sets overall targets and designs key performance indicators (KPIs) in terms of productivity, profitability growth, and customer acquisition for the territories, in line with overall Group’s strategy
§ Assesses market opportunities in offering new services and identifies go-to market strategy to expand business for existing and new territory
§ Monitors overall market and competitor trends as well as considers best-practice examples in similar industry to continuously professionalize services offerings in the territory
§ Builds branding that supports overall strategy and deepens customer awareness of Professional Services within the country
Customer service
§ Develops 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
§ Define minimum quality standards for the operations and infrastructure to build an efficient and well-functioned professional services business
§ Oversees daily business operations and evaluates the business performance regularly with the support of Regional Deputy Head and Regional Business Manager to ensure achievement of targets
§ Develops digital state of mind within the business through adopting digital tools and shaping the ways of working to be more efficient
Hiring
§ Support recruitment process for Deputy Heads and other roles as required
Others
§ Manages all communication with external parties including regulators, media and investors to further enhance its image and grow its business
§ Develop high-level guidance governing the business to promote delivery of high-quality and cost-efficient services

• 12+ years of work experience (with 8+ years of supervisory experience)
• Bachelor’s degree in business, finance or related discipline
• 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
• Direct experience in managing similar business, ideally in multiple regions within Myanmar
• Demonstrate past track record of driving consensus, decisions, and results through influencing different stakeholders
• Deep understanding of technical/ digital development and able to relate to them in business context
• Able to travel 50 – 80% of time
• Proficient in English