Job Purpose

To ensure that all contracted services in a customer account (medium multi-disciplinary or single large size) are delivered profitably and meet customer expectations

Key Accountabilities

Customer Relationship. Acts as a single point of contact for the customer and builds a relationship as trusted advisor with the customer’s senior business operations support contact. Represents the customer’s interest and concerns internally to achieve a match of customer expectations and delivered services Profitability. Is responsible for delivering against the agreed forecast of the engagement P&L and actively works with service owners to improve productivity and overall effectiveness to achieve ongoing performance improvements Seamless Service. Leads a cohesive team of all Fujitsu service delivery resources and external partners to deliver as ‘one service team’ to the customer SLA Compliance.  Develop SLA framework.  Define SLA and  regularly reviews the attainment of service levels and drives the service owners to deliver at the committed quality. Recognises any divergence from acceptable plan and recommends actions.  Owns improvement plans and ensures they are regularly reviewed and progressed Risks Control & Escalations Management. Manages service risks, contractual exposure and critical escalations to prevent exposure of Fujitsu to customer claims Spotting Opportunities. Develops new business opportunities in conjunction with the customer and the account manager, and stimulates and defines requirements for new service as part of a BPO Service Strategy  Service Introduction. Ensures such services are professionally scoped, contracted, introduced and accepted

Continuous Improvement. Contributes to the continual improvement of Service Delivery standards and practices for the customer contract and the community

Key Performance Indicators

Service performance meets service level agreement (SLAs) P&L achieves or exceeds the forecasted revenue and margin A satisfied customer resulting in additional business and contract renewals

Qualifications:

8 to more than 10 years of relevant work experience preferably in supply chain management Specialist university degree or equivalent education Broad understanding of the BPO market and its future direction Experience in building and sustaining customer relationships on a senior level Experience in delivering multiple components of the Fujitsu BPO portfolio Previous P&L responsibility desirable Commercial exposure (bids, tenders) desirable

Desirable:    Six Sigma

Core Skills:  

      Competencies: 

Excellent interpersonal and operational skills Excellent people- and conflict management skills Ability to influence others Ability to negotiate Excellent written and oral communication skills at all levels, in English Strategic Thinker Financial management Risk management

       Fujitsu Leadership Competencies

Leading & Inspiring Influencing Passion for Excellence Customer Centric Decisiveness Commercial Rigor Creating Change Strategic Thinking Integrity