Position Summary
The Zone Manager is responsible for leading three key operational teams — Project Management (PM), Vendor Management (VM), and Sales & Account Management (SAM) — to ensure seamless coordination, high-quality service delivery, and strong client relationships. This role drives cross-functional collaboration, ensures client satisfaction, and maximizes revenue and value from each client account. The Zone Manager reports directly to the Operations Manager.
Key Responsibilities
1. Team Leadership & Management
- Directly manage the PM, VM, and SAM teams, ensuring clear communication, alignment, and performance.
- Set objectives, KPIs, and performance expectations for each team, ensuring accountability and continuous improvement.
- Provide coaching, guidance, and professional development to team members.
2. Cross-Functional Collaboration & Integration
- Facilitate smooth integration and collaboration between PM, VM, and SAM to optimize workflows and service delivery.
- Drive unified planning, coordination, and problem-solving across teams.
- Ensure all teams operate as one cohesive unit focused on client success and operational efficiency.
3. Client Satisfaction & Value Maximization
- Oversee the end-to-end delivery process to ensure exceptional client experience and satisfaction.
- Monitor client performance metrics, feedback, and service quality, addressing any issues proactively.
- Identify opportunities to increase value per client through improved delivery, optimized workflows, and upsell opportunities aligned with SAM strategy.
4. Sales Support & Target Achievement
- Work closely with the Sales and SAM teams to support achieving revenue targets for the zone.
- Ensure PM, VM, and SAM teams are aligned with commercial objectives and contribute to upsell and cross-sell opportunities.
- Participate in client meetings, proposal discussions, and solution design to strengthen client partnerships and drive new business.
- Monitor revenue pipelines, client forecasts, and opportunities to maximize account growth.
- Ensure teams understand commercial priorities and contribute to hitting quarterly and annual targets.
5. Revenue Growth & Financial Performance
- Work closely with PM and SAM teams to maximize revenue from each client account.
- Monitor financial performance, margins, and delivery costs to optimize profitability.
- Support the Operations Manager in building and executing growth strategies for the zone.
6. Operational Excellence
- Ensure adherence to company processes, standards, and service-level commitments.
- Identify inefficiencies across PM, VM, and SAM functions, and lead improvement initiatives.
- Promote best practices to ensure consistency, scalability, and high-quality service delivery.
7. Reporting & Communication
- Provide regular performance reports to the Operations Manager on team productivity, client satisfaction, revenue performance, challenges, and opportunities.
- Escalate critical issues and collaborate with leadership on strategic decisions.
Key Requirements
- Bachelor’s degree in Business, Management, or related field (MBA is a plus).
- Proven background in Sales, Business Development, or Account Management within the localization, technology, or services industry.
- Strong commercial acumen with a clear understanding of revenue drivers, client value, and growth strategies.
- Experience working with targets, revenue KPIs, and client growth plans.
- Demonstrated growth mindset, with the ability to identify opportunities, propose new solutions, and lead teams through continuous improvement.
- 10+ years in operational, delivery, or commercial leadership roles managing cross-functional teams.
- Excellent communication, relationship-building, and negotiation skills.
- Strong analytical skills with the ability to interpret data and make informed decisions.
