APAC Technology Ops Hub Lead

Key Responsibilities

• Regional Operations Hub Oversight: Provides operational direction, governance, performance management and oversight for the Ops Hub Client Tech services; establishes reporting, governance forums and escalation pathways for transparency to APAC and global leadership.
• Standards & Service Consistency: Defines hub-wide standards across system administration, BI development, data governance, change/incident/request management and IT operations runbooks; aligns local execution to the global C&W operating model.
• Multi-Account Program & Project Management: Manages strategic client programs through disciplined project management (scope, milestones, owners, dependencies, risks, decisions, status reporting) across multi-account initiatives such as change control, on/offboarding, data services, training, audit and compliance, with strong governance and measurable outcomes.
• Process Improvement & Transition Standardization: Closes gaps across transition (sales → delivery → client care), implementation and steady-state operations; drives both upstream improvements (project plans, training, knowledge transfer, hypercare) and downstream improvements (client care operations).
• Shared Services & Operations Scaling: Plans, builds and scales System Admin Center of Excellence, BI Centre of Excellence, Data Governance and IT operations services from the hub; supports capacity planning, headcount forecasting, budget, service catalogues, service levels and escalation paths.
• Innovation, Automation & Artificial Intelligence Adoption: Drives a culture of innovation by identifying opportunities to apply automation, low-code tooling, generative AI and Agentic AI to ticket triage, knowledge management, reporting, data quality, testing, documentation and routine system administration, reinvesting human capacity into higher-value advisory and solution development work. Partners with global Innovation, Product and Data teams to pilot and scale emerging tech, positioning the hub as a future-ready service capability rather than a traditional support function.
• Team Leadership, Talent & Knowledge Management: Builds and mentors the hub team, supports hiring/onboarding/capability development, advances knowledge management through SOPs, runbooks, training materials and reusable assets; represents the hub in regional/global forums.
• Training, Awareness & Stakeholder Communications: Support the development of training and knowledge-sharing practices between accounts regionally and globally, including the communication of new products, upgrades, enhancements, and emerging technology pilots, in partnership with Product and L&D leads. Engage with key business stakeholders to discuss technology adoption, surface concerns, and align on ongoing account technology needs in partnership with the APAC Technology Client Care Leader.

Qualification & Requirements

No information available.

Benefits

No information available.