Job Description
Job Description
Vertical Lead
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: [Confidential Information]
Page 1 of 3
gearinc.com
Internal: Uncontrolled When Printed
Job Description
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: [HIDDEN TEXT]
Page 2 of 3
gearinc.com
Internal: Uncontrolled When Printed
Job Description
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.
