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.
  

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