Mandarin BPO Solutions Consultant (to relocate to the Philippines)

Priority will be offered to the following:

• Filipino candidates fluent in Mandarin
• Malaysian candidates with dual citizenship in the Philippines

Position summary and overview:

The Senior Solutions Development Manager is responsible for providing their experience in building solutions from our customer experience (CXM), trust and safety (TnS), and/or digital (DX) portfolio offerings through coordination with cross-functional teams who provide inputs for new logos, growth to existing, renewals, and change orders. They ensure these agreed-upon solutions requirements are aligned and documented following defined solutioning protocols and processes, and are responsible for translating these requirements into the applicable contractual format (e.g. statement of work (SOW)). They will be responsible for making recommendations for customized, out-of-the-box business solutions for our internal and external customers, delivering customer satisfaction through the design and delivery of solutions that enable our customers’ businesses to align and deliver on their strategic imperatives, and make these solutions a reality by seeing them through from idea creation to completion.

NOTE: This is a remote position where the team member may be based anywhere in North America, El Salvador, Guatemala, Europe, or the Philippines. Ability to travel for work as may be required depending on the business need.

Functional responsibilities:

• Providing consulting expertise on proposals, solutions, architectures, pricing, contracts, and strategic alliances.
• Providing end-to-end project management from solution strategy development through the creation of key documents e.g. RFI, RFP, solution overview, SOW, etc.
• Leading solutions strategy and financial modeling to develop winning integrated solutions.
• Participating in face-to-face customer meetings with the Sales and/or Customer Relationship Management (CRM) team to understand key requirements.
• Co-developing proposals and bid review presentations with the Sales and/or CRM team and contributing ideas to improve the delivery cost model framework.
• Working with the Sales and/or CRM team to present our solutions to our customers.
• Assisting Sales and/or CRM team with negotiating Master Service Agreements and Service Schedules.
• Recommending at a management level the transitional aspects of the outsourcing process including performing due diligence, staff transfers, and potential staff relocations.
• Understanding who and where different partners fit within our delivery models.
• Providing transition documentation to assist the Implementation team with the successful start-up of new business.
• Focusing on continuous improvement and teamwork through conducting quantitative reviews of the engagement process
• Updating qualitative and quantitative information to the Executive/Senior Leadership Team of the current state, proposed actions, and actions needing ELT/SLT approval of solutions outputs.

Qualifications:

• 7+ years experience in solutions consultancy to the BPO, ITO, contact center operations, and/or shared service industries.
• Native/bilingual or professional working proficiency in Mandarin is also required
• Candidate must be willing to relocate to the Philippines at their own cost
• Solid experience with structured sales methodologies such as Target Account Selling, Solution Selling, Integrated Solution Selling, etc.
• Expert skills in Microsoft Office (Outlook, Word, Excel, and Powerpoint) and Google Workspace (Gmail, Docs, Sheets, and Slides)
• Familiarity with responding to a client’s procurement process and internal bid review processes for large, complex outsourcing deals.
• Ability to translate and communicate a customer's strategic opportunities into solutions, generate business case material to support staffing and capital requirements, decide which appropriate solution/s fits the client's needs, and discuss customer solution benefits.
• Well-versed in conducting business communications with senior executives/leaders (responding to client-specific procurement processes, internal bid review) for large/complex outsourcing deals/sales beginning with at least 100+ seats.
• Expertise in managing customer expectations throughout the sale, transition, and delivery process
• Flexibility to partner and/or lead with various local and global internal departments remotely and drive accountability and ownership
• Excellent problem-solving and decision-making skills, oral and written communication skills, and interpersonal skills.
• Effective time management and organizational skills to handle multiple priorities and work on urgent tasks as needed.
• Experience in people and project/program management is required.