Công việc cụ thể là gì?
- Operates horizontally across the Operations function, partnering with Operations Managers and business leaders to drive consistency, governance, workforce planning discipline, and delivery performance across all portfolios and regions.
- Embed and run MiTek Vietnam's Customer Delivery Governance Framework consistently across customer portfolios, regions, and segments.
- Coordinate and facilitate customer governance forums, monthly and quarterly delivery reviews, and portfolio performance reviews.
- Drive consistency of delivery reporting, scorecards, KPIs, and governance standards across customer teams.
- Support governance of customer and internal watch-list programs, ensuring risks and actions are visible and managed to closure.
- Track decisions, actions, risks, and commitments arising from governance forums through to resolution.
- Partner with Senior Directors to ensure governance is applied consistently and adopted as business-as-usual.
- Collaborate closely with Operations Managers to ensure consistency in operational standards, service delivery, and customer outcomes.
- Drive alignment across teams through effective governance, standardized processes, and adherence to business policies.
- Foster strong cross-functional relationships to support knowledge sharing, best-practice adoption, and operational excellence.
- Partner with peers to identify opportunities for process improvement and continuous enhancement of service delivery.
- Support the implementation of regional initiatives, ensuring alignment with organizational objectives and strategic priorities.
- Promote accountability, transparency, and consistent execution across operational teams and projects.
- Lead workforce planning governance across customer portfolios in partnership with regional and internal leaders, Operations Managers, and Team Managers.
- Drive consistency in workforce forecasting, demand planning, recruitment readiness, utilization monitoring, and workforce reporting.
- Facilitate workforce review forums and ensure workforce decisions are supported by accurate operational and customer data.
- Validate workforce demand submissions and provide governance oversight of workforce planning decisions across regions.
- Monitor workforce capacity, utilization, attrition, bench and buffer, and recruitment demand, and drive mitigation of workforce risks.
- Govern workforce data quality and consistency across Salesforce, Workday, CEOS, and operational reporting.
- Partner with HR, Recruitment, and Finance to align workforce plans with customer demand and financial forecasts.
- Drive accountability against SLAs, OLAs, delivery commitments, and governance standards across customer portfolios and the innovation team.
- Coordinate escalation reviews and ensure mitigation actions are tracked through to resolution.
- Maintain visibility of delivery risks and embed operations risk management practices into customer governance.
- Support leadership decision making through structured reporting, analysis, and clear escalation.
- Lead and support customer escalations, project implementation activities, and proposal development by ensuring the timely collection, analysis, and reporting of customer and operational data to drive informed business outcomes.
- Communicate effectively and concisely with executive stakeholders, customers, and internal leadership teams, tailoring messages to the audience and desired outcomes.
- Lead and chair meetings with professionalism, ensuring productive discussions, clear decisions, and documented actions.
- Develop and deliver high-quality presentations, reports, and business updates that clearly communicate key insights, risks, opportunities, and recommendations.
- Utilize data-driven analysis and fact-based reporting to support decision-making and business strategy.
- Demonstrate strong written and verbal English communication skills, maintaining a high standard of professionalism in all interactions.
- Influence stakeholders through clear communication, logical reasoning, and well-supported recommendations.
- Translate complex operational and business information into concise, actionable insights for senior leadership and customers.
- Uphold professional standards, executive presence, and effective stakeholder management in all customer and internal engagements.
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