Head of APAC Call Services

About the Team:

At Tegus by AlphaSense, we work directly with some of the world’s most well-respected institutional investors, corporations, and consultancies each day by providing real-time industry experts so they can make investment decisions faster. We are persistent, have a strong work ethic, and make decisions with our customer’s top of mind. Join a dynamic and results oriented team, responsible for overseeing the day-to-day operations of our Expert Call Services.

About the Role:

The Senior Manager, Expert Insights is a pivotal, high-impact leadership role responsible for aggressively securing and expanding call volume within our customer base and driving operational excellence. Reporting to the Director, Expert Insights, you will be accountable for coaching and developing a high-performing team to meet ambitious performance goals and increase customer engagement. Success in this role requires a strategic mindset, strong decision-making skills to navigate complex internal and external challenges, and the ability to forge robust cross-functional partnerships to execute strategic initiatives that propel the business forward.

Who You Are:

• 6+ years of progressive operational experience and 3+ years of experience managing a team of 10+.
• Demonstrated success in leading and motivating leaders and managing high-performing teams.
• Proven ability to translate business objectives into actionable operational strategies and scalable processes.
• High proficiency in data analysis and using operational metrics to drive large-scale decisions.
• Exceptional executive communication skills (written and verbal), capable of presenting complex operational concepts.

What You’ll Do:

Leadership & Strategy

• Talent Development & Strategic Staffing: Proactively identify staffing needs and recruit top-tier talent to build a team that achieves growth targets and enhances customer relations.
• Team Development: Foster a culture of high performance and continuous learning by mentoring, coaching, and developing team members with clear career paths.
• Culture & Engagement: Champion a positive and engaging team culture that attracts and retains high-caliber professionals committed to excellence.

Operational Excellence & Service Delivery

• Exceptional Service: Drive a culture of exceptional service, ensuring consistent, high-quality customer interactions across all touchpoints.
• Performance Management: Achieve and exceed key performance indicators (KPIs) through rigorous tracking, in-depth analysis, and proactive performance management.
• Quality Assurance: Guarantee the delivery of consistently strong customer service that not only meets company standards but also surpasses customer expectations.

Customer-Centric Growth Strategy

• Retention & Growth: Develop and execute innovative strategies to retain and grow key customer accounts, transforming customer feedback into actionable business opportunities.
• Strategic Partnerships: Collaborate with cross-functional partners to identify and remove barriers to growth, ensuring a seamless path to success.
• Relationship Management: Cultivate and maintain high-trust, long-term relationships with key customers and stakeholders.

Process Improvement & Strategic Execution

• End-to-End Ownership: Demonstrate complete ownership of projects from inception to completion, proactively identifying and resolving roadblocks with compelling and effective solutions.
• Efficiency & Improvement: Continuously improve processes by identifying inefficiencies and working collaboratively with internal partners to design and implement enhancements.