Job Description

ABOUT THE ROLE You are responsible for Aspire\'s CX outsourced operations. You are the link between Aspire CX operations and its outsourcing partners. Your role is crucial to create the best customer experience and create a loyal client base. Set up partnerships with BPOs & own partner RFQs, contracts, price negotiations, including performance-based incentives, SLAs, etc. Deliver incredible user experience in collaboration with our Partners Design & own the Aspire-Partner operating model for CX Create a cost-effective support system Create exceptional customer experience & satisfaction Set clear KPIs, goals and direction to the Partner teams Ensure fast time-to-first-response and time-to-resolution Ensure high quality standards Ensure high customer satisfaction Ensure 24/7 availability Support the Partner into achieving these goals Setting up clear process on issue resolution & escalation Ensure that Partner teams are fully up to date with all products & service and are trained to do basic troubleshooting Provide regular feedback to Partners with Aspire & Partner BAU teams and recurring business performance review meetings with the Aspire & Partner management team Do performance analysis and reporting and guide Partner and Aspire teams on areas of improvement Continuously improve how Partner operations fit into Aspire\'s operations and mission Support Aspire\'s geo-expansion strategy Maximise synergies & leverage that Aspire can get from outsourcing activities Project manage key initiatives to support the global outsourcing program Manage budget & billing of the Partner Review & approve monthly billings Suggest budgets according to market standards Keep costs aligned with budget, request for budget adjustments when needed YOUR PROFILE Location - Singapore or India (Delhi or Bangalore) You have done it before - Minimum 8 years of experience Strong track record in managing partners and outsourcing vendors Track record in a customer service roles and in tech companies is preferred You can think short and long term - You come up with a strategy for the next quarters, but also to execute and produce deliverables this week You make operations run like clockwork - You are highly analytical and structured you are able to align a team to the company\'s vision You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you. You do right by the customer. You have strong communication skills - You can communicate key messages effectively with internal and external stakeholders. Your communication is clear, concise and professional. Please note: by submitting your application, you acknowledge that you have read and understood Aspire\'s , and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing .

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