Job Description

To lead the Contract administration and customer service team (insourced/outsourced) and providing exceptional service delivery to stakeholders

• Manage business relationships with key stakeholders in the markets
• Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for market in the HUB.
• Meet customers\' expectation and continuously improve CSI/DSI scores. Handle and resolve the customer/dealer/market second level of escalations as per the escalation matrix.
• Manage Contract Administration team of to deliver an excellent operational performance and CSI / DSI result

• Team & Performance Management - Steer, coach & develop contract administration and customer service team. Embed performance oriented & customer centric team culture. Set the targets and lead team to accomplish them.
• Manage Contract administration and customer service team (in & outsourced) in providing exceptional service delivery to stakeholders for the HUB.
• Manage business relationships with key stakeholders in the markets
• Monitor day to day operational activities related to contract activation, payment disbursals, post disbursal documents, ECS/PDC handling and contract documentations. Ensure customer inquiries are handled accurately, with valid and complete information provided to the customer of the market in a timely manner.
• Coordinate with internal departments to ensure optimal resolutions for customers
• Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for market in the HUB
• To ensure optimized processes and systems are available to support efficient and effective daily operations
• Manage business analytics for Contract administration and customer service and apprise management on a regular basis through continuous communication channels. Provide assistance for critical decision making on process/system gaps
• Handle and resolve escalations appropriately in a timely manner as per escalation matrix ensuring all relevant stakeholders are kept in the loop
• Ensure implementation of Transformational KPIs
• Ensure CSI & DSI targets are achieved
• Evaluate, train and manage the performance of the team members to achieve high performance and to meet engagement, retention, and succession objectives. Involve in staff appraisals and recruiting process. Ensure that Contract administration and Customer Service processes and knowledge base is up to date
• Ensure daily operation fully comply with local & global rules and polices. Support strategy and co-work with senior leadership team to execute strategy in local entity
• Ensure all daily operations are fully complied with relevant laws, regulations and guidelines
• Ensure support for external audits and develop internal audit mechanism to manage business risk

Global MNC|Rewarding Benefits

Required Education

• Degree holder, preferably in Finance, Accounting, Business Administration, or related discipline Required Technical Knowledge
• Excellent knowledge of Work functions and processes of contract administration and Customer service
• Good knowledge in MS Office (Excel, Word, PowerPoint)
• Good in spoken and written Mandarin and other local dialects
• Excellent knowledge of Finance/Leasing Contract Management ERP and Customer Service CRM
• Hands on experience of Agile implementation (Added advantage Certified SCRUM Product Owner)
• Hands on experience on Robotic Process Automation Required Work / Industry experience

• Minimum 10 years working experience.
• Minimum 5 years\' experience in automotive finance industry or consumer banking in people management and leadership role

Our client is one of the most successful automotive companies in the world. They are one of the largest and most successful suppliers of premium products.

With international and diverse experience, co-located on multiple continents. We are committed to an Agile mindset, working with the (SAFe) methodologies in a hybrid working arrangement. Working for one of the Must-Wins, you will be responsible for subprojects and a wide range of exciting tasks with a considerable impact on the entire organization.

• A comprehensive Total Rewards Program including performance based bonuses, flexible benefits, and competitive compensation.
• Leaders who support your development through coaching and managing opportunities.
• A world-class training program in financial services.
• A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.

Michael Page