Director, Client Services, APAC
In this position, you will provide leadership and direction to the Client Services team managing Deluxe’s portfolio of Fulfillment and Localization clients. You will uphold the company’s core values and lead by example in all your day-to-day interactions and exchanges. The Client Service team reporting to you will follow your definition of what providing the highest standard of customer care means. Financial duties as defined by the company’s leadership team will be an area of focus for you and your team, you will drive a culture of fiscal responsibility. Additionally, you will regularly collaborate and communicate with internal Deluxe entities such as Operations, Finance, Product Development, Human Resources, and Executive Management.
This position provides organizational oversight and leadership to the Client Services team and executive-level support to their clients.
A Day in the Life of this position would include:
Primary escalation path for Client Service leaders from Korea, Japan, Australia, Thailand, and their teams. Escalations may be internally or externally initiated.
Communicate team’s capacity and goal with metrics and visualized data with cross-functional stakeholders. Also, use the data for the hiring plans and team management across different territories.
Define and execute short-term and long-term goals of APAC team in line with company initiatives.
Update the company’s executive and organizational leaders on finances, important projects, incidents, and business targets.
Monitor and report regularly on performance and metrics to ensure continued success of the team.
Harmonize relationship and project management exchanges between the Client Service teams and other lines of business within the organization.
Advise on recommendations and proposals from clients, internal Deluxe stakeholders, colleagues, and organizational leaders.
Be a strong ambassador for positive culture, excellent customer service, change management and fiscal responsibility.
As availability allows, represent the company at conferences, client meetings, or other organizational events within the industry.
Other responsibilities or projects as assigned.
What You Bring:
10+ years of experience in client services in media servicing company or client platforms.
5+ years of experience in video deliveries and localization for broadcasting or OTT services.
Have worked in global organizations and able to bring together worldwide teams.
Proven record of success leading and mentoring teams.
Ability to use good judgment in any situation.
Familiarity with systems integrations and ability to propose meaningful suggestions for improvement.
Solutions-oriented and passion for excellence. Ability to mentor others to achieve the same.
Must be a well-organized, motivated self-starter, and can independently take ideas from conception to completion.
Can easily pivot from working with executives to supporting mid-level client service representatives.
Demonstrates ability in maintaining confidentiality of company information.