全职 Front Office Solution Owner, APAC 工作, 薪水, The Adecco Group Federal Territory 公司招聘中 - Ricebowl

Join The Adecco Group Malaysia as a Front Office Solution Owner, APAC

We are seeking an experienced technology professional to lead front-office solution governance, drive business alignment, and support digital transformation initiatives across the APAC region.

Malaysia

IT & Digital

APAC Multi-country Governance Role

Role Summary:

The Front Office (FO) Solution Owner, APAC is accountable for translating APAC business priorities into a coherent Front Office technology roadmap and for turning global Front Office capabilities into measurable local business outcomes. The role serves as the primary regional bridge between APAC business, APAC Cluster IT Heads and country teams, and the global Front Office organization.

The role owns the end-to-end FO global solution agenda across strategy, demand shaping, adoption, value realization, service performance and lifecycle governance. It ensures that global platforms and products are adopted effectively across APAC, while market-specific requirements are represented early, transparently and constructively in global governance and roadmap decisions.

Strategic Context:

Enable APAC ITD to operate as a strategic enabling function, linking technology choices to growth, productivity, candidate and client experience, and operational resilience. Advancing the FO digital products and CRM agenda through adoption acceleration, digital products, agent enablement, modernized web capabilities and with trusted client data. One APAC voice toward global FO, while maintaining appropriate local accountability and market responsiveness. Moving beyond deployment completion to sustained adoption, measurable value realization and reliable service performance.

Key Responsibilities:

Front Office Solution Ownership

• Own and coordinate the APAC Front Office solution portfolio, roadmap, lifecycle, and related technology activities across the region.
• Translate APAC business priorities, market needs, candidate and client expectations, regulatory requirements, and technology risks into prioritized solution capabilities and investment proposals.
• Consolidate demand and develop clear fit-gap positions, distinguishing global standards, common APAC requirements, and justified market-specific variations.
• Maintain end-to-end accountability across demand, design, delivery, adoption, service performance, value realization, risk, and continuous improvement.
• Coordinate solution-related activities, program dependencies, issues, enhancements, releases, and deliverables across relevant stakeholders.

Regional Stakeholder & Operations Management

• Act as the senior Front Office technology expertise (SME) for APAC business leaders, cluster ITD leaders and other business stakeholders.
• Engage business stakeholders early to understand the underlying business problem, process, customer need, and measurable outcome before defining a front office technology response.
• Shape, challenge, and consolidate market demand to reduce fragmentation, duplicated investment, and local workarounds where reusable regional or global capabilities exist.
• Partner with APAC ITD teams, country teams, and service providers to support effective delivery, reliable operations, incident and problem resolution, and sustained service performance.
• Facilitate clear regional communication, decision-making, escalation, transition, documentation, and knowledge sharing to maintain continuity of Front Office operations.
• Support priority growth opportunities and client propositions by coordinating Front Office solution input and mobilizing the appropriate regional and global specialists.

Solution Improvement & Delivery

• Identify and prioritize opportunities to improve Front Office processes, solution adoption, recruiter productivity, candidate and client experience, data quality, and cost-to-serve across APAC.
• Lead regional readiness and coordinate fit-gap assessment, design validation, testing, implementation, release, hypercare, adoption, and stabilization activities with business, country, and global teams.
• Define/align measurable outcomes and adoption indicators with business sponsors, and track whether implemented capabilities deliver the intended business value.
• Adoption, user feedback, and business outcome data to prioritize improvements and influence product and delivery backlogs.
• Track activities, risks, dependencies, decisions, financial implications, and deliverables, providing concise and transparent updates to regional and global stakeholders.
• Ensure solutions meet relevant architecture, integration, data, security, privacy, responsible AI, operational resilience, and supportability requirements.

Regional Collaboration & Governance

• Serve as the primary APAC counterpart to the global Front Office leadership, product team, engineering, architecture, data, & integration teams within the global ITD ecosystem.
• Represent APAC as one coordinated regional voice in global product councils, portfolio reviews, roadmap planning, design forums, release governance, investment discussions, and service reviews.
• Bring APAC market insight into global decisions early, including country maturity, language, regulation, channels, operating models, integration needs, and affordability considerations.
• Influence global roadmaps through evidence-based requirements, quantified value, adoption insights, and clear prioritization rather than exception-driven escalation.
• Translate global Front Office strategy, standards, roadmap decisions, release plans, and dependencies into clear APAC implications, commitments, sequencing, and country actions.
• Escalate product, integration, service, or delivery risks through agreed governance, with options, business impact, and a recommended decision.
• Collaborate with the APAC Middle Office Solution Owner, Back Office owners, Enterprise Architecture, Data & AI, Security, Infrastructure & Operations, and Strategy & Transformation to align end-to-end journeys and dependencies.
• Contribute to regional and global governance, standardization, reuse, and simplification while maintaining appropriate local accountability and market responsiveness.
• Maintain clear solution, decision, roadmap, dependency, service, and governance documentation and support consistent practices across APAC markets.

Required Qualifications:

• Experience in IT solution ownership, product or application management, business technology partnering, IT operations, or a similar regional technology role.
• Strong stakeholder management, business analysis, problem-solving, prioritization, project coordination, and organizational skills, with the ability to manage multiple priorities across countries, functions, business processes, and delivery teams.
• Experience engaging senior business stakeholders and translating business strategy and operational needs into technology roadmaps, capabilities, and measurable outcomes.
• Experience working with global product, engineering, architecture, delivery, and service teams in a matrix organization, with the ability to influence without direct authority.
• Good understanding of Front Office, CRM, ATS, recruitment, candidate, client, sales, marketing, or staffing-related processes and platforms would be advantageous.
• Experience working with in matrix organization or other geographically distributed teams and navigating market differences, localization, regulation, integration, and adoption challenges would be advantageous.
• Technical and delivery capability across solution lifecycle management, fit-gap assessment, enhancements, testing, implementation, release, issue resolution, service management, documentation, adoption, and delivery tracking.
• Ability to build concise business cases and recommendations covering outcomes, adoption, cost, risk, dependencies, sequencing, and total cost of ownership.

Leadership & Soft Skills:

• Strong business partnership, stakeholder management, communication, and influencing capability
• Commercial and outcome-oriented mindset, connecting technology decisions to growth, productivity, cost, experience, risk, and service reliability
• Strategic thinking combined with hands-on execution and disciplined follow-through
• Analytical problem-solving and evidence-based decision-making
• Proactive, highly organized, and comfortable managing ambiguity and competing priorities
• Ability to operate effectively across regional, country, and global teams in a complex matrix environment
• Strong collaboration, knowledge-sharing, and One ITD mindset
• Courage to challenge constructively, make trade-offs visible, and escalate with options and recommendations

Key Performance Indicators (KPIs):

• Align and execute the APAC Front Office roadmap with business priorities and global strategy, ensuring effective regional representation in global decisions.
• Build stakeholder confidence, maintain clear communication, and strengthen end-to-end collaboration across markets, functions and global teams.
• Drive active usage and measurable improvements in productivity, experience, growth, cost-to-serve and risk, while reducing fragmentation and duplicated investment.
• Ensure timely delivery, deployment readiness, stabilization, reliable services and effective issue resolution, reducing recurring operational risks.
• Maintain quality demand prioritization, fit-gap decisions, business cases, risk escalation, documentation and knowledge transfer across the portfolio.