ㆍManage the day-to-day operation in PlayStation Network in Asia
ㆍSupport outsourced contact centre vendors for escalated reports
ㆍEnsure the vendor processes meet compliance requirements towards consumer report
ㆍChange Management
- oversee vendor readiness to support new product / service launches, changes in PSN to business process and tools
- Preparation of forecasts, and evaluation of the actual impact of changes
ㆍMonitor consumer experience in PSN to identify and organize opportunities for improvement
ㆍProviding coaching and training to outsourced vendors at all levels
ㆍCooperation with respective project teams and further managers involved in the organizational change