James Hunsrao 🇭🇰

I have full P&L responsibility and ownership of Cisive Global’s business functions not limited to Operations, Finance, People & Culture, IT, Client Success, Vendor Management, Business Development and Quality Assurance. I serve as the main conduit representing Cisive Global and report into the C-suite on all business matters. I support BAU operational management across the sites in Asia Pacific and serve as BCP commander to ensure disruption free optimal delivery to clients and safety of employees. I facilitated entire workforce to work from home by maintaining business continuity with emphasis on people, systems, infrastructure and pandemics.

I supervised operations teams across multiple sites in the APAC region. Led account management efforts to conduct monthly/quarterly business reviews and foster service-centric and client-focused culture as part of BAU client retention efforts. I act as an executive sponsor for the entire client portfolio which includes globally renowned tier one financial institutions and insurance groups. I pioneered a change programme by introducing a Fit-For-The-Future structure with supervisory roles and specialized teams to focus on quality, contact channels and workforce management. I implemented tiered-service model by segmenting clients based on revenue contribution and mapped that with industry leading SLAs to exceed clients’ expectations. Selected Achievements: ✯ Implemented new structure of specialized sub-functions by creating new business effectiveness and service improvement lead roles to maximize impact of experienced employees on business. ✯ Drove annual cost savings through effective negotiations with existing vendors on commercial terms. ✯ Developed and initiated tiered-service model by dividing clients portfolio based on revenue contribution, while boosting relationship styled account ownership to manage key accounts. ✯ Enhanced business performance, TAT, and COGS by introducing wide range of management information, data analytics, and real-time dashboard. ✯ Efficiently established Incident Response Management protocol by ensuring high standards of business continuity and robust incident management approach. ✯ Drove improvement of overall accuracy across the production lines and overall QA ratio, resulting in reducing QA resources requirement. ✯ Maintained quality based KPIs and continuously led quality enhancement initiatives through delivery of new quality improvement coordinator roles across production sites.

Streamlining day-to-day operations, I manage a range of business operations, from customer service management, policies and process alignment, and client retention to project management. I set high standards for my regional customer service team, defining and clearly communicating KPIs. I closely track their progress, whilst ensuring our customers remain a top priority. This includes responding to concerns and connecting customers with the proper contact points. I leverage transformation strategies, including ‘Customer Self-service Migration’ in Asia Pacific markets, steering my team towards achieving all targets. Additionally, I deliver local and in-market support by serving as the main functional conduit, enabling the fulfilment of our regional retention and conversion targets. A champion of continuous improvements, I enhance customer service standards by modernising existing business processes. Simultaneously, I drive performance by contributing to hiring employees and executing line management appraisals. Selected Achievements: ✯ Launched outbound sales centre in Kuala Lumpur, generating c. 12K registered students and an annual spike in our applications pipeline from 65% to 85%. ✯ Grew membership by 3300 with a YOY growth of 10% since 2012 by leading new member conversion activities. ✯ Spearheaded customer win-back strategy, retaining 1K customers in 2015, 1217 in 2016, and 1285 in 2017, ultimately yielding c. £264K annually. ✯ Aligned regional resources by completing a customer service staff deployment project. ✯ Delivered two major online migration projects, transferring key customer processes into an online self-servicing model. ✯ Optimised IVR platforms, auto correspondence routing, contact us flow including positioning of web chat links on ACCA website. Facilitated customer contact model. ✯ Advised on line management centred on global customer service in collaboration with three regional customer service managers.

Dual region ownership of Customer Service function covering the following markets: China, Hong Kong, Singapore, Malaysia, Australia, New Zealand, Vietnam, Cambodia, Indonesia, Philippines, Thailand, Myanmar, Taiwan and Macau.

Regional lead of Customer Service function covering the following markets: China, Hong Kong, Singapore, Malaysia, Australia, New Zealand, Vietnam, Cambodia, Indonesia, Taiwan and Macau.

Harmonising day-to-day workflow, I assumed ownership over a number of contact centre and service operations functions, including reservations, outbound, and correspondence management services. I ensured all functions adhered to company procedures by promoting, complying with, and enforcing data retention and privacy policies. I took the lead in upgrading our systems, leading to better service efficiency and modern processes. I also determined which areas our staff needed training on, resulting in a boost in performance. Additionally, I played a key role in recruiting and interviewing optimal candidates, whilst executing performance appraisals. I collected pertinent information in terms of departmental correspondence trends and analysis, ticketing, and queues, subsequently generating reports. This, coupled with preparing quarterly / annual budgets, had a significant impact on decision making. Selected Achievements: ✯ Directed a reservation and ticketing SME team during a three-year global Passenger Service System project. ✯ Reduced email turnaround times via creation of a correspondence templates library and streamlined workflows. ✯ Developed a budget based on future volumes and to control future volumes utilising statistics capturing. ✯ Synchronised service delivery, ensuring consistent usage of quality, tone, and all outgoing content in alignment with company standards. ✯ Delivered and achieved a redemption ticket issuance SLA of two-days by resource mapping the ticketing department. ✯ Rolled out a one-stop-shop service delivery concept and slashed daily contact volume by 3% which ultimately reduced the resource requirement by 12FTEs.