Senior Regional Executive (Service Partner Management)

Senior Regional Executive (Service Partner Management)

Job summary

• Regional governance and enablement role supporting Southeast Asia Companies in the development and management of Company's Service Partner ecosystem.
• Responsible to establish Service Partner framework, performance measurements, governance standards, and operational policies to ensure sustainable, performance driven, customer-centric service network across the region.
• Work closely with SEA Companies’ Customer Service teams and Regional Technical teams to drive partner capability development, performance improvement, and operational excellence.
• In scope for both B2C and B2B Service Partners.

Key Responsibilities

Partner Governance

• Develop and govern service partner frameworks (appointment, assessment, categorization, development, motivation)
• Establish holistic visibility of partner metrics (service level, business, MIF) with dashboards to better facilitate service partner review and development initiatives

Service Governance

• Review and improve service policies, standards, and operational frameworks.
• Drive harmonization and best practice across SEA Companies.

Compliance & Control

• Support governance, compliance, audit, and personal data protection requirements.
• Monitor adherence to policies and coordinate corrective actions where required.

Strategic Projects

• Lead or support service transformation/ strategic projects including coordination with key stakeholders (HQ, Business units, SEA Companies)

Job Requirements

• Bachelor's degree in business, Engineering, Operations Management, Information Systems, or related disciplines.
• Minimum 5 years of relevant working experience.
• Experience in customer service, operations, business process improvement, governance, project management, or service partner management is preferred.
• Strong analytical, problem-solving, and communication skills.
• Ability to work effectively with stakeholders across different countries and functions.
• Proficient in Microsoft Excel and PowerPoint.
• Experience with Power Bl, CRM systems, or data analytics tools will be an advantage.

Preferred Attributes

• Self-driven and proactive.
• Strong organizational and stakeholder management skills.
• Comfortable working in a regional and cross-cultural environment.
• Able to manage multiple priorities and projects simultaneously.