IntroductionThe Vertical Leader is a proactive and strategic leader responsible for overseeing aspecific business vertical. This role involves ensuring smooth operations, achieving keyperformance metrics, and leading a high-performing team. The ideal candidate willpossess strong operational expertise and the ability to drive strategic initiatives withintheir assigned vertical.Responsibility1. Client Management and InteractionThe Vertical Leader analyzes and documents all client interactions to ensure a seamlessand progressive communication flow. They are responsible for following through on actionitems to meet client demands and requirements, and for sharing interaction details withthe internal team to facilitate appropriate actions.Key expectation: Facilitate smooth and progressive client interactions, documentfollow-ups, and communicate client needs to the internal team.2. Client Retention and Needs AnalysisThis role requires a deep understanding of existing clients and the implementation ofeffective retention strategies. This includes providing fast support, personalizinginteractions, and collecting feedback. The Vertical Leader must familiarize themselves withthe clients business processes, services, products, and goals to build trust and meet theirrequirements.Key expectations:Achieve a 90-day maximum for FTE order fulfillment from the date of order.Manage FTE acquisition effectively.Ensure all program updates and tasks are acknowledged and implementedwithin prescribed timelines.3. Driving Client SatisfactionGear Inc. Hai Ba Trung, Ha Noi, Vietnam | T: +84 236 567 6869 | E: info@gearinc.comPage 1 of 3gearinc.comInternal: Uncontrolled When PrintedJob DescriptionDate Approved: 2025The Vertical Leader is responsible for fulfilling all commitments and meeting clientrequirements. They must create an environment that encourages open communicationand provides a seamless experience for clients.Key expectations:Maintain a month-over-month (MoM) KPI attainment of over 85% across allKPIs.Ensure consistent and on-time implementation of Business Continuity Plan(BCP) protocols.4. Providing Regular Progress UpdatesRegularly update clients on project progress, detailing work completed and resourcemanagement. The Vertical Leader must anticipate and prepare for potential challenges,leveraging past project experiences to mitigate future risks.Key expectation: Ensure the Master Action Registry is closed within 30-60 days ofan item being added, with a specific focus on closing Q2 and Q3 registries on time.5. Managing Client Feedback and EscalationsAttend to client feedback and constructive criticism, routing it to the appropriatedepartment or resources for resolution. Conversely, the Vertical Leader must alsocommunicate operational challenges to the client and work collaboratively to findmutually agreeable solutions.Key expectation: Proactively address and resolve client feedback and escalationswhile also communicating internal challenges and collaborating on solutions.Key skills and experienceBachelor in Business Administration, Ops Management, or related field.Minimum of 5-7 years of experience in operations management, BPO, or a relatedindustry.Proven leadership experience managing large teams and driving operationalsuccess.Strong problem-solving and decision-making skills.Excellent communication, client and stakeholder management abilities.Gear Inc. Hai Ba Trung, Ha Noi, Vietnam | T: +84 236 567 6869 | E: info@gearinc.comPage 2 of 3gearinc.comInternal: Uncontrolled When PrintedJob DescriptionDate Approved: 2025Ability to work in a fast-paced, dynamic environment with shifting priorities.Experience with data analysis and performance optimizationBenefits1. Salary and BenefitsAttractive compensation depending on experience and skills: Competitive BasicSalary, End-of-year bonus and annual performance reviews.2. Working EnvironmentAn open and honest culture where people are valued, treated fairly and trustedand empowered;Training and career development opportunities: Continuous and professionaltraining to fully develop your potential.
