China Plan Approval Operations Support Manager

Mission

The Operation Support Manager, acting as a leader of others, involves taking on both managerial and hands-on responsibilities in managing administrative tasks related to customer interactions. It is not only responsible for managing administrative tasks but also for providing leadership and strategic input to enhance the overall operations support function. 

Key Accountabilities

1. Customer Data Management:
- Oversee the creation and maintenance of customer records in the database.
- Ensure data accuracy, completeness, and adherence to data protection regulations.
- Train and support team members or junior staff in effective data management.
2. Contract Management:
- Handle the drafting, negotiation, and execution of customer contracts.
- Ensure contracts comply with legal and regulatory requirements.
- Monitor contract timelines, renewals, and amendments.
3. Invoicing and Billing:
- Oversee the generation and issuance of invoices to customers.
- Validate invoice details, including pricing, discounts, and terms.
- Address complex billing inquiries and discrepancies.
- Work closely with finance to ensure accurate and timely billing processes.
4. Timesheet and Reporting Oversight:
- Remind and encourage technical staff to submit accurate and timely timesheets for each project.
- Verify the completeness and accuracy of timesheets and reports before submission to clients.
- Address any discrepancies or missing information in collaboration with technical teams.
5. Customer Interaction:
- Act as a point of escalation for complex customer inquiries and issues.
- Provide high-level support to ensure customer satisfaction.
- Foster positive customer relationships through effective communication.
6. Team Collaboration and Training:
- Collaborate with cross-functional teams, such as business development, operations, marketing, and finance.
- Provide training and support to team members on customer service processes and administrative tasks.
- Promote a collaborative and productive team environment.
7. Process Improvement:
- Identify opportunities for process improvement within the customer service and administrative functions.
- Implement changes to enhance efficiency and effectiveness.
- Seek feedback from team members for continuous improvement.
8. Reporting and Analysis:
- Generate and analyze reports related to customer service performance, contract management, and billing.
- Provide regular updates to senior management on key performance indicators.
- Use data to identify trends, opportunities, and areas for improvement.
9. Customer Satisfaction Enhancement:
- Implement strategies to enhance overall customer satisfaction and loyalty.
- Gather customer feedback and recommend improvements to products or services.
- Develop and implement initiatives to exceed customer expectations.
10. Compliance and Risk Management:
- Ensure compliance with relevant laws, regulations, and company policies.
- Identify and mitigate risks associated with customer contracts and billing processes.
11. Individual Contributor Leadership:
- Demonstrate leadership through effective decision-making and problem-solving.
- Lead by example in providing exceptional customer service and attention to detail.
- Actively contribute to the achievement of team and organizational goals.

Education

Qualifications

- Significant experience in business support, customer service, or a related field.
- Experience in strategic planning, process improvement, and team management.
- Proficiency in data analysis and reporting.
- In-depth understanding of business support processes and strategies.
- Familiarity with relevant laws, regulations, and compliance standards.
- Knowledge of market dynamics and competitive intelligence.
- Demonstrated ability to lead and inspire a team.

Competencies