The Head of Service Excellence is responsible for the assessment, transformation, plan development and transformation plan execution for AGS’ Asia-Pacific customers.
This role is responsible for driving strategic and transformational initiatives related to customer and AGS objectives. This role will partner with program leaders and regional leadership to understand customer goals, create plans to achieve those goals and lead them through implementation to operation. This position includes managing stakeholder relationships, AGS resources, and project workstreams.
- Actively listen and extract customer needs and opportunities using Command of the Message methodology.
- Offer customers alternative solutions, drawing on AGS’s capabilities and marketplace knowledge.
- Build strong and effective working relationship with leadership and partners both internally and across customers to build efficiencies, enhance service offerings and ensure operational excellence.
- Partner with client and internal AGS partners to develop appropriate material for business reviews.
- Partner in successful implementation of client initiatives (examples: diverse talent, technology transformations, process re-design, policy changes, new expansions).
- Coordinate leadership and client involvement for problem resolution and critical decision making.
- Collaboratively create transformation plan (account plan/roadmap).
- Develop and implement approach to ‘continuous improvement’ and innovation throughout new and existing AGS programs.
- Identify opportunities for driving strategic enhancements to operating or resourcing model based on continuous improvement activity or opportunities.
- Ownership of the initiatives tied to customer goal achievement.
- Mentor account leaders in operational improvements.
- Hold accountable all project team members to their project deliverables, conducting follow-up and issue resolution to ensure project deliverables are met.
- Identifies project risk and issue areas, and escalates within AGS, partner ecosystem and client escalation channels as appropriate.
- Participate in driving, monitoring and designing solutions from implementation through to BAU for large scale AGS programs to ensure quality service delivery.
- Work with Development and Operations leaders to drive and constantly refresh an appropriate technical and consultative training strategy to maximize capabilities and ensure quality of delivery.
- Work with programs and business development to develop proof points and seek to make this a part of core operational delivery across region.
