Regional governance and enablement role supporting Southeast Asia Epson Sales Companies (ESCs) in the development and management of Epson's Service Partner ecosystem.
Responsible to establish Service Partner framework, performance measurements, governance standards, and operational policies to ensure sustainable, performance driven, customer-centric service network across the region.
Work closely with ESC Customer Service teams and Regional Technical teams to drive partner capability development, performance improvement, and operational excellence.
In scope for both B2C and B2B Service Partners.
Key Responsibilities Partner Governance
Develop and govern service partner frameworks (appointment, assessment, categorization, development, motivation)
Establish holistic visibility of partner metrics (service level, business, MIF) with dashboards to better facilitate service partner review and development initiatives
Service Governance
Review and improve service policies, standards, and operational frameworks.
Drive harmonization and best practice across ESCs.
Compliance & Control
Support governance, compliance, audit, and personal data protection requirements.
Monitor adherence to policies and coordinate corrective actions where required.
Strategic Projects
Lead or support service transformation / strategic projects including coordination with key stakeholders (SEC, Business units, ESCs)
Job Requirements
Bachelor's degree in business, Engineering, Operations Management, Information Systems, or related disciplines.
Minimum 5 years of relevant working experience.
Experience in customer service, operations, business process improvement, governance, project management, or service partner management is preferred.
Strong analytical, problem-solving, and communication skills.
Ability to work effectively with stakeholders across different countries and functions.
Proficient in Microsoft Excel and PowerPoint.
Experience with Power BI, CRM systems, or data analytics tools will be an advantage.
Preferred Attributes
Self-driven and proactive.
Strong organizational and stakeholder management skills.
Comfortable working in a regional and cross-cultural environment.
Able to manage multiple priorities and projects simultaneously.
