Client Delivery Lead — SLA/KPI Focused Operations

Good Job Creations (Singapore) Pte Ltd; Santo Niño 1st; On-site; PHP 240,000 - 360,000; Full time

Job summary

Good Job Creations Singapore Pte Ltd is seeking an Operations Lead to act as the primary escalation point for client service delivery and to guide a small team to meet SLAs and KPIs. You will manage deliveries across Mail Run, BPO, Managed Print and Statement Printing and drive SOP improvements to boost efficiency and profitability.

The role emphasizes building strong client relationships, presenting monthly progress reports, and ensuring accurate data reporting and billing.

Qualifications

• Good written and verbal communication skills in English.
• Basic computer and technical skills.
• Detail-oriented with good time management and the ability to meet deadlines.
• Able to work independently as well as in a team.
• Responsible, proactive and willing to take on daily and ad-hoc tasks.
• Prior experience in document processing, operations, account management or similar roles is an added advantage.

Responsibilities

• Serve as the primary escalation point for clients on account service delivery matters.
• Lead and guide a small team of junior staff to meet contractual obligations, SLAs and KPIs.
• Ensure compliance with local regulations, client requirements and established SOPs.
• Manage service delivery for accounts including Mail Run, BPO, Managed Print Services and Statement Printing.
• Review and improve SOPs and processes to enhance operational efficiency and profitability.
• Build and maintain strong client relationships through regular engagement and service updates.
• Prepare and present monthly progress reports, achievements and operational updates to clients.
• Ensure timely and accurate data reporting, billing and documentation for internal and external stakeholders.
• Monitor project financials, invoicing and payment tracking.
• Conduct Monthly and Quarterly Operations Reviews with clients.

Skills

Communication skills

Computer skills

Detail-oriented

Teamwork

Job description

Good Job Creations Singapore Pte Ltd is seeking an Operations Lead to act as the primary escalation point for client service delivery and to guide a small team to meet SLAs and KPIs. You will manage deliveries across Mail Run, BPO, Managed Print and Statement Printing and drive SOP improvements to boost efficiency and profitability.

The role emphasizes building strong client relationships, presenting monthly progress reports, and ensuring accurate data reporting and billing.