Senior Manager Project and Performances, Global Customer Solutions APAC

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Role Purpose

The Project Manager – Customer Solutions Transformation is a pivotal global-to-regional bridge role responsible for driving the transformation of Customer Solutions (CS) hubs across markets. This role leads the deployment of global performance standards and KPIs, accelerates the adoption of AI-enabled capabilities within CS operations, and ensures that global strategy is translated into coherent regional plans and actionable country-level execution.

The role operates at the intersection of strategy, operations, and people — partnering with regional and country CS hub leaders to embed consistent standards while respecting local context and enabling sustainable performance improvement.

Key Responsibilities

1.  Deploying relevant global workstream actions in the CS operations

• Lead end-to-end project management of the Customer Solutions  transformation programmed across APAC

• Define project charters, governance frameworks, milestones, and accountability structures for the various strategic programs defines by Global Customer solutions strategy

• Monitor transformation progress, manage risks and dependencies, and course-correct where needed.

• Facilitate cross-operations learning, sharing best practices and enabling replication of successful pilots.

2. Global Performance Standards & KPI Deployment

• Drive the rollout of global CS performance standards, metrics, and KPI frameworks to regional and country hubs in collaboration with Global CS SME’s

• Establish consistent measurement mechanisms and reporting cadences to track hub performance against global benchmarks.

• Partner with the  global performance and analytics teams to build dashboards and performance reporting tools accessible to country leads.

• Identify performance gaps and co-develop targeted improvement plans with CS hub.

3. AI & Digital Enablement

• Act as liaison and change champion for the deployment of AI tools and digital capabilities within CS hubs at scale

• Work with technology and product teams to ensure AI solutions are contextualised and embedded effectively at country level.

• Track AI adoption rates, gather user feedback, and escalate barriers to implementation.

• Support training and capability-building initiatives that upskill CS hub teams on new digital tools.

4. Global–Regional–Country Strategy Cascade

• Serve as the strategic bridge between global CS leadership and regional partners /country CS teams, ensuring clarity of intent and consistency of execution.

• Translate GCS workstreams into regional action plans and country-specific implementation roadmaps.

• Establish regular cadences with country CS leads to track strategy alignment, surface blockers, and drive accountability.

• Synthesise on-the-ground insights from country hubs to inform global strategy development.

5. Stakeholder Engagement & Influencing

• Build trusted relationships with CS  leaders, various stakeholders, and global functional heads.

• Influence without direct authority across a complex, matrixed international organisation.

• Prepare and present executive-level communications, steering committee updates, and progress reports.

• Navigate organizational complexity and cultural nuance to maintain alignment and momentum.

Skills & Qualifications

Essential

• 8+ years of project or programme management experience within a global, matrixed organisation.

• Demonstrated ability to manage large-scale transformation projects spanning multiple countries or regions.

• Strong understanding of CS / customer operations environments, performance management, and KPI frameworks.

• Experience interfacing with global and regional leadership and translating strategy into operational execution.

• Excellent stakeholder management and influencing skills — able to drive outcomes without direct line authority.

• Cultural sensitivity and demonstrated effectiveness working across diverse geographies and teams.

• Familiarity with AI, digital tools, or technology deployment in service operations contexts.

• Exceptional communication skills — written, verbal, and in executive presentations.

Desirable

• Project management certification (PMP, PRINCE2, Agile/Scrum).

• Experience in customer solutions, contact centre, or shared services environments.

• Proficiency in project and analytics tools (e.g. MS Project, Jira, Power BI, Tableau).

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