Job Description

Introduction

The Vertical Leader is a proactive and strategic leader responsible for overseeing a

specific business vertical. This role involves ensuring smooth operations, achieving key

performance metrics, and leading a high-performing team. The ideal candidate will

possess strong operational expertise and the ability to drive strategic initiatives within

their assigned vertical.

Responsibility

1. Client Management and Interaction

The Vertical Leader analyzes and documents all client interactions to ensure a seamless

and progressive communication flow. They are responsible for following through on action

items to meet client demands and requirements, and for sharing interaction details with

the internal team to facilitate appropriate actions.

Key expectation: Facilitate smooth and progressive client interactions, document

follow-ups, and communicate client needs to the internal team.

2. Client Retention and Needs Analysis

This role requires a deep understanding of existing clients and the implementation of

effective retention strategies. This includes providing fast support, personalizing

interactions, and collecting feedback. The Vertical Leader must familiarize themselves with

the clients business processes, services, products, and goals to build trust and meet their

requirements.

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 implemented

within prescribed timelines.

3. Driving Client Satisfaction

Gear Inc. Hai Ba Trung, Ha Noi, Vietnam | T: +84 236 567 6869 | E: info@gearinc.com

Page 1 of 3

gearinc.com

Internal: Uncontrolled When Printed

Date Approved: 2025

The Vertical Leader is responsible for fulfilling all commitments and meeting client

requirements. They must create an environment that encourages open communication

and provides a seamless experience for clients.

Key expectations:

Maintain a month-over-month (MoM) KPI attainment of over 85% across all

KPIs.

Ensure consistent and on-time implementation of Business Continuity Plan

(BCP) protocols.

4. Providing Regular Progress Updates

Regularly update clients on project progress, detailing work completed and resource

management. 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 of

an item being added, with a specific focus on closing Q2 and Q3 registries on time.

5. Managing Client Feedback and Escalations

Attend to client feedback and constructive criticism, routing it to the appropriate

department or resources for resolution. Conversely, the Vertical Leader must also

communicate operational challenges to the client and work collaboratively to find

mutually agreeable solutions.

Key expectation: Proactively address and resolve client feedback and escalations

while also communicating internal challenges and collaborating on solutions.

Key skills and experience

Bachelor in Business Administration, Ops Management, or related field.

Minimum of 5-7 years of experience in operations management, BPO, or a related

industry.

Proven leadership experience managing large teams and driving operational

success.

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.com

Page 2 of 3

gearinc.com

Internal: Uncontrolled When Printed

Date Approved: 2025

Ability to work in a fast-paced, dynamic environment with shifting priorities.

Experience with data analysis and performance optimization

Benefits

1. Salary and Benefits

Attractive compensation depending on experience and skills: Competitive Basic

Salary, End-of-year bonus and annual performance reviews.

2. Working Environment

An open and honest culture where people are valued, treated fairly and trusted

and empowered;

Training and career development opportunities: Continuous and professional

training to fully develop your potential.