东莞招聘

职位描述：
Position Description & Purpose
This position is to plan, direct, and monitor all operation activities of the business unit under his / her supervision, with a view to meet the established deadlines, volume, and quality standards as well as other expectations from onshore management.
The incumbent should control operation activities to achieve volume and quality targets and meet the operation schedules and ensure compliance of standards and SOP.

Working conditions
？ This position leads a team of around 30 people, with 2 immediate subordinate.
？ This position is under occasional instruction and review from superior. He or she needs to refer exceptions to superior.
？ The job consists of employing many different concepts, theories, principles, techniques, and practices relating to an administrative field. Assignments typically concern such matters as studying trends in the field for application to the work; assessing services and recommending improvements; planning long range projects; devising new techniques for application to the work, recommending policies, standards or criteria.
？ The job is accountable for the direction and success (measured by quality, quantity, etc.) of work done by subordinates and assures the accomplishment of the assigned work in compliance with established SOP. The incumbent determines work operations, estimates and allocates the financial and staff resources, and prepares budget and related reports.

Essential Job Functions
？ Productivity and Workload
- Track workloads for all processing queues to ensure that all tasks are being consistently processed within deadlines.
- Work with subordinates to perform root-cause analysis for queues that are missing deadlines, and come up with resolution steps to get back on track.
- Facilitate in the rollout of new tasks, including organizing training sessions, reviewing and creating (if necessary) SOP’s for the new tasks, and monitoring performance of these new tasks as they come online.
- Serve as expert and final decision-maker in invoice processing and complex invoice diagnosis.
？ Process Engineering and Innovation
- Define and maintain Standard Operating Procedures that are tailored to clients contracted services and service levels.
- Proactively identify operational processes for opportunities of improvement through process enhancement and innovation, which includes working with various related parties, both on-shore and off-shore, to come up with process enhancement proposals.
- Participate and lead the cross-training on Tangoe’s different platforms, in an effort to eliminate silos between similar departments, develop competence in other platforms, and identify best practices employed by different teams/platforms that can be adopted.
？ Performance Management
- Cascade the overall team operation goal into targets and scientifically define performance objective both for the team and individual.
- Work with the team and devise a Performance Improvement Plan (including meeting 1-on-1 with staff to discuss performance issues) for a given employee, clearly listing out the important areas that an employee needs to improve to meet the goals of their position.
？ People / Team Management
- Evaluate the overall performance of the business unit under supervision at the perspective of corporate governance and risk management.
- Based on effective analysis and forecasting to the business volume, make manpower plan to ensure sufficient manpower is maintained in commensurate with the workload. This should be done based on a lean, data-driven approach based on actual past historical data.
- Manage tasks and deadlines, and ensure that headcount are being properly assigned to tasks in an effective way. This includes, to a degree, proper management of leave during critical periods.
- Monitor effectiveness of trainers. Review and improve operational training documentation and training approaches. When necessary, deliver operational training to teammates.
- Train, coach, and develop the team with the view to attaining to the strategic business objective.
- Advance and implement initiatives to enhance employee retention.
？ Program Management
- Ensure the assigned project group is meeting operational deadline and expectations from onshore and cooperating effectively as a team.
- Liaise with onshore staff on a consistent basis (including the possibility of off-hour conference calls) to discuss operational items, including serving as an escalation point for program-group related issues as raised by off-shore tasks, and monitoring performance of these new tasks as they come online.
- Manage programs as a project: through objective analysis, operation process establishment, cost and resource planning and allocation, to progress report.
- Properly manage and keep the client-related documents and data in compliance with SSAE and the company’s commitment to customer.
？ Reports
- Generate and analyze various metrics reports as well as forecasting in an effort to reflect performance and spot operational trends.

Non-essential Job Functions
？ Communication
- Serve as a final escalation point for critical issues for program-group related issues as raised by off-shore teams, and driving a satisfactory resolution for said issues.
- Serve as the primary communication point between the China team and Tangoe offshore and/or the Client on a consistent basis (including the possibility of off-hours conference calls) to discuss operational items.
？ Team Admin
Handle team admin issues including office 5S, IT, Finance, attendance, and team activities to build camaraderie between team mates.
？ Recruitment
Support recruitment efforts, serving as part of the hiring team responsible for final decision making in the recruitment process.
？ Serve as an SME / coordinator for various program group tasks.

Education
？ A minimum of bachelor’s degree in the relevant discipline.

Experience
？ At least 3 years of experience in position of comparable profile in the field of professional services, customer service, account management or operations experience from MNC in the industry of telecom.

Knowledge/ Skills/Abilities
？ Knowledge of Telecom and expense management
？ Proficiency in Microsoft Productivity Suite (Word, Excel, Outlook)
？ Strategic thinking
- Consider issues from the perspective of future business and work need.
- Align his/her behavior with the core values and vision of the organization.
- Anticipate future challenges and proactively implement needed changes.
- Keep the "big picture" in mind when solving immediate, short-term problem.
？ Analytical
- Synthesize complex or diverse information.
- Collect and research data.
- Use intuition and experience to complement data; Design work flows and procedures.
？ Design thinking
- Generate creative solutions.
- Translate concepts and information into images.
- Use feedback to modify designs
- Apply design principles
？ Attention to detail
？ Problem Solving
- Identify and resolve problems in a timely manner.
- Gather and analyze information skillfully.
- Develop alternative solutions.
- Work well in group problem solving situations.
？ Interpersonal skills
- Solid interpersonal skills, able to settle inter-team personnel disputes in a fair and equitable way to all.
- Excellent English and Mandarin, both verbal and written.
？ Leadership
- Data-driven management approach, ensuring that all decisions are based on sound, data-driven analysis and reasoning.
- Display passion and optimism, inspire respect and trust, mobilize others to fulfill the vision, and provide vision and inspiration to peers and subordinates.
- Balance team and individual responsibilities, exhibit objectivity and openness to others' views, give and welcome feedback, contribute to building a positive team spirit, and build morale and group commitments to goals and objectives.
- Exercise situational leadership, flexibly adapting from delegation to immediate supervision as needed by circumstance.
？ Innovative thinker
Willing and able to drive the adoption of new processes/measures aimed at improving mobile invoice processing efficiency.
？ Cost Consciousness
Work within approved budget, develop and implement cost saving measures, and conserve organizational resources.
？ Independent working
Work without specific direction from senior manager. The incumbent is required to be able to identify key areas of responsibility and improvement that need their attention without prompting or instruction.
？ Execution
Good implementers, taking direction from senior management on various initiatives and ensuring that those initiatives are successfully implemented.
？ Meeting organizer
Effectively organize meetings and speak out during meetings, apprehensive to give honest feedback/opinions and address personnel issues such as poor performance or sub-par attitude.
？ Project management
- Develop project plans.
- Coordinate projects.
- Communicate changes and progress.
- Complete projects on time and budget.
- Manage project team activities.
？ Change Management
Develop workable implementation plans in response to change, communicate changes effectively, build commitment and overcomes resistance, prepare and support those affected by change, and monitor transition and evaluates results.
？ Customer satisfaction mindset
- Concept of internal customer.
- Manage difficult or emotional customer situations.
- Respond promptly to customer needs.
- Solicit customer feedback to improve service.
- Respond to requests for service and assistance
- Meet commitments.
？ Integrity
- Treat people with respect.
- Keep commitments and inspire the trust of others.
- Work with integrity and ethically.
- Uphold organizational values. 举报 分享

天可电讯软件服务(昆山)有限公司于2010年6月设立在昆山高新区清华科技园内。作为美国天可公司唯一的亚太公司，昆山公司全部的业务为离岸外包业务，主要服务于世界500强企业及国际客户设在亚太地区办公场所及担负天可电讯全球分工业务。
   
  天可电讯公司是以提供客户电讯费用数据库管理，电讯订单管理，电讯发票帐务管理及稽核等程序及应用，以达到帮客户整合电讯业务合约, 资产, 费用及各项电讯资源及节约成本的目的。

母公司天可电讯是全球最大的电讯费用TEM外包服务管理公司, 提供客户全球电讯费用管理应用软件及外包服务. 成立于2000年, 总部位于美国康涅狄格州橙市，并且在纽约、新泽西、麻省、德州等全美各地拥有11个营运中心，及全球超过84个电信费用发票处理中心。已开发300余家Global Top 500客户, 及超过570余家国际型客户。客户包括IBM、波音、戴尔、大众等知名跨国公司。已于2011/7/27在美国纽约NASDAQ股票市场上市.上市短短两天内股价增长17%.

发展至今，天可电讯公司的规模是其所有竞争者总和三倍，更是六倍于排名第二名规模者。每年以超过60%的速度成长，2010年营业额超过1亿500万美元，员工成长至750余人，为全球及国际客户管理着超过135亿美元的电信费用业务，连续4年被Garten TEM Marketscope评为最赚钱企业，获得《企业家杂志》评选的在美国增长最快公司、“德勤高科技高成长500强”、“德勤高科技高成长第50名”等称号。

天可电讯公司不断地在专业范围上持续发展，保持以下技术全球领先地位:
 1) 云计算SaaS-Based 企业平台;
 2) 全球最大的企业专属IP组合;
除此之外，本公司在 Fixed TEM, F&M Solution; Real Time Device Lifecycle Management等领域上保持技术领先地位。

昆山公司为其海外设立的唯一亚太总部，进行母公司全球分工作业。随着500强的部分企业在亚太地区发展，昆山公司承接的业务量也会迅速成长。由于在昆山业务发展顺利，美国总公司现已决定将其软件技术开发部分业务转移到昆山公司。天可昆山公司的目标是成为美国天可亚太地区电信费用管理业务的基地, 进行亚太地区客户的在地服务，进行全球分工，并开展亚太地区业务为目标。

天可(昆山)公司自2010年6月成立以来，於2010年间以招募和培训员工为主，但自当年11月开始，仍实现离岸外包收入近20万美元; 现至2011年4月底止已实现营业收入20万美元并持续增加中。

昆山公司目前办公面积1000余平米，员工250余名，其中外籍2名，公司定期安排美国公司专职培训技术人员来昆山培训员工，预计两年内达到200人规模，离岸外包服务超过500万美元。

公司网址： www.tangoe.com
微信公众号：TangoeChina