Services Operations Manager - Microsoft - Singapore

Job description
Purpose
At Asia Pacific Operations Centre (APOC), we have a passion for customers, partners and technology. We provide solutions to the field that enables the delivery of software and services to customers/partners across Asia (APAC, GCR, India & Japan).

We are currently recruiting for Area Services Operations Specialist(s) to manage order-to-cash activities of the Microsoft Consulting Services (MCS) business for Japan Services business.

You will interface with Microsoft Consulting Practices to ensure that the Order to Cash policies and processes are managed in a compliant and efficient manner. The Operations Specialist is accountable for driving operational excellence across Services Operations, through the identification and creation of solutions to solve deficiencies, improve performance and maximize revenue within their business segment. They are also tasked with driving change when appropriate.


Responsibilities

General
Manage the business relationship with multiple Engagement Managers within the country’s Consulting Practices.
Provide business insights and support to ensure that customer engagements are managed effectively and efficiently throughout the engagement life cycle, thus optimizing the customer experience.
Develop a deep engagement and act as a single point for contact for Operations; engaging with internal support teams to ensure service levels are met or exceeded.
Responsible to drive Operational Excellence by ensuring processes are highly efficient through regular process improvements initiatives.
Responsible to drive changes in programs, policies and process improvements using influence and good communication skills to achieve stated goals.
Ensure that the Services Business is managed in a compliant manner and that all processes and procedures are documented and that the field is trained as appropriate.

Business Management
Engagement Manager formal Reviews; Services Leadership Reporting, Business & Compliance reviews, Backlog management, Revenue accrual support, Scorecard & Ops Health reporting

Contract Management
Contract review and validation to ensure compliance of Microsoft and Enterprises Policies.
Engagement Management: working closely with Arvato vendors to complete Engagement, Project and Task setup; Task Maintenance, Closure and CSAT Survey review

Month-end Closing
This is a key activity as an Operations Specialist.
Manage and complete month-end closing workbook: work with Engagement Managers to understand engagement status, and calculate the correct revenue and cost data for Finance at the end of each month.
Generate subcontractor cost workbook: review and validate the numbers with Finance.

Minimum Qualifications and Experience

Bachelor Degree or equivalent.
Proficiency in Japanese and English is a MUST
Japanese - candidates must be able to read, write and speak Japanese
Strong presentation skills with ability to communicate effectively at all levels of business
Demonstrated work experience in an operations environment - typically account management, customer service, business operations, licensing, services, supply chain management or logistics.
General knowledge of international business and a high degree of cultural awareness required.
Proven engagement management and customer service.
Achievement within a results-driven, highly ambiguous and dynamic environment
Strong analytical, problem solving, and decision making skills
Ability to develop and implement creative solutions and influence others in their adoption.
Must be highly self-motivated and able to work remotely from core business team.

PLEASE NOTE:
We will only consider applications from candidates with fluent Japanese and English speaking skills.

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