Head of APAC Service Delivery/Malaysia

As Head of Service, you will lead the execution of Ten Group’s overall service strategy by your teams, supporting members within our APAC region. As a key decision-maker, leader, and manager your role involves recommending solutions, policies and practices that enable the region to perform at the highest level to achieve our vision, driving change within the organization, presiding over the department's day-to-day operations, investing its resources, and achieving Ten’s strategic plan.

The role will be accountable for the operational day-to-day running of a 24/7 contact centre team, including optimising, challenging, and innovating frontline coverage and task management strategy. The service we offer should be seamless and effective, meeting our corporate SLAs and delivering excellent member satisfaction. This will mean ensuring we have a team of people available to respond to all manner of inbound member tasks.

You will be a confident spokesperson for Ten and be able to effectively present to internal key stakeholders about the task management and Out of Hours coverage in the region.

You will manage and assist entry-level, experienced and management-level colleagues in meeting targeted performance levels through the development of a motivated and dynamic team.  

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 23 strong global office network with over 950 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

Key Responsibilities:

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.

Service Delivery

• Manage the day-to-day fundamentals of service delivery and inbound task management with confidence and ensure that all SLAs are achieved
• Ensure that there are plans in place for growth in tasks per hour, member satisfaction and profitability across the teams under your remit

• Develop a strong staff retention culture that ensures we recruit and retain the top talent in the market
• Be a confident spokesperson for your teams and be able to effectively present to key stakeholders
• Own SLA and satisfaction results and improvements for your area

• Provide input into Periodical business and resource forecasting at the department/team level
• Ensure operational insights are shared with our Global Workforce Planning team in forecasting and budget processes to ensure staffing requirements are effectively planned

Management & Support of Team Managers & Workflow Managers

• See to the personal development of your line reports, ensuring they are working towards performance excellence and their career goals
• Hold your line reports accountable for the delivery of responsibilities as outlined in their job descriptions

• Ensure collaboration and teamwork within and across your teams to achieve departmental and regional goals
• Conduct regular calibration sessions to guarantee a high level of service delivery throughout the different teams and to identify respective actions (e.g., training/coaching, process and system improvements.
• Be responsible for the implementation of measures as well as monitoring and reporting of successes/improvement.
• Provide clear direction to the team on the department priorities (e.g., communication of goals, monthly team meetings and weekly huddles).
• Ensure member requests are carried out to best practice standards and monitor this by reviewing the monthly QA and NPS results
• Manage any disciplinary issues within the team
• Customer Care Issues – Handle escalated customer care issues that arise where appropriate

Concierge Expertise

• Develop a clear strategy for developing a motivated and committed member-focused service team that is productive, and member-led in its approach to requests and inbound tasks

• Manage bonus rounds including bonus calibration.

Recruitment & HR

• To work closely with the regional People Experience team to co-oversee a successful recruitment function for your business area that attracts talent.
• Develop a strong staff retention culture within your area
• Support the People Experience team on the execution of the employee journey (i.e., how our people experience working at Ten).

Other duties as reasonably required

As Department Head, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude, and setting ambitious standards both for yourself and your team. You will set the tone for the work done by your line reports and enable them to follow your example. You will have an urge for action, and the ability to break down complex problems into steps that drive ongoing service development.

Education/Experience

4+ years related experience and/or training, or equivalent combination of education and experience. Record of success in leadership, managing customer service teams.

Knowledge, Skills & Abilities

• Call centre management experience; understands workforce planning, rotas and process design
• Demonstrated ability to effectively manage team and individuals
• Proven record of accomplishment of initiative and follow through

• Ability to manage and prioritize projects under tight time constraints
• Able to effectively coach team members to success
• Strong leadership and motivational skills
• Experience in recruitment, performance, and general human resources practices
• Results oriented

• Self-motivated
• Ability to build relationships
• Resourceful
• Analytical
• Strong interpersonal skills

• Highly organized
• Ability to recognize and solve problems
• Excellent presentation skills
• Excellent oral and written communication skills
• Microsoft Office (Excel, Word, PowerPoint)

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

At Ten, our people are the heart of our business. We foster a culture of recognition and reward, encouraging our team members to align their aspirations and interests with their career journey here. We're committed to supporting your development every step of the way.

We offer a competitive salary based on experience, along with a performance-based bonus. Our employees also enjoy a wide range of benefits, no matter where they’re based.

• Extra Annual Leave: Earn 3 extra days of leave in your third year and an additional month every 5 years.
• Ten Loyalty Reward Program: Celebrate milestone service anniversaries with a financial bonus—your "extra spending money" to fund sabbaticals or other adventures. This program is designed to recognize loyalty and encourage meaningful experiences outside of work.

One of our most popular perks? Working holidays! You’ll have the opportunity to work from any of our 20+ global offices without using your annual leave.

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time."