Bestarion: Leading Outsourcing Company in Vietnam

1. Attendance & Time Governance

The EM is responsible for the operational discipline of their team, ensuring compliance with both Bestarion and Client Management standards.

• Labor Compliance: Conduct weekly audits of attendance to ensure all resources meet the minimum required working hours and shift punctuality.
• Leave Management: Enforce strict adherence to time-off procedures. The EM must validate and approve requests across the following categories before they occur:
• Sick leave, PTO, and paid holidays
• Maternity/Paternity leave
• Hybrid work schedule compliance
• Reporting: All discrepancies must be escalated to Bestarion and Client Management immediately.

2. Performance Tracking & Daily Reporting

The EM acts as the final gatekeeper for data integrity regarding work output.

• DRS Oversight: Enforce the timely and accurate completion of Daily Status Reports (DSRs).
• Quality Assessment: Collaborate with designated resources from Bestarion/Client to peer-review work. Assessments will focus on technical quality and "Above and Beyond" contributions.
• Performance Scoring: Deliver weekly performance scorecards to management using the following standardized scale:
• Unacceptable | Below Average | Average | Good | Great | Unbelievable (Mission)
• The weekly score must be accompanied by evidence of rating and remediation plan where scores Below Average or Average

3. Customer Value-Add & "Above and Beyond" Initiatives

The EM is responsible for driving the "WOW" factor for the customer.

• Strategic Tasking: Identify and assign tasks that exceed standard customer expectations.
• Knowledge Sharing: Organize monthly Knowledge Transfer (KT) Sessions where employees demonstrate their work to the broader Bestarion team.
• Objectives: Knowledge democratization, peer feedback loops, and the creation of repeatable documentation/blueprints.

4. Customer Shielding & Management Offloading

A core KPI for the EM is the reduction of management overhead for the client.

• Operational Autonomy: Proactively manage follow-ups and "next steps," effectively shielding client and Customer Management from day-to-day granular coordination.
• Status Cadence: Provide daily, weekly, and monthly summaries to ensure management remains informed without always being involved in execution.

5. Increasing Customer Value through Professional Development & Soft Skills Training

The EM is a coach, not just a supervisor, focusing on the short term and mid-term growth of the resource to benefit the customer.

• Career Training Plan: Develop and monitor a formal career plan tailored to improving current customer delivery and future customer delivery. The career Training plan must include quick and regular training and demonstration of training on AI that map to customer deliverables and customer needs.
• Soft Skill Training: Implement specific exercises to improve the employee’s Situational Awareness and Emotional Intelligence (EQ).
• Well-being Checks: Conduct mandatory weekly 1:1s to assess employee wellness and morale.

6. Summary of Upward Reporting

The EM will maintain a rigorous reporting cadence to their direct Manager (Daily/Weekly) covering:

1. Status Reports: Aggregated team progress.
2. Compliance: Time reporting and upcoming leave.
3. Sentiment: Summaries of employee 1:1 conversation.
4. Risk Mitigation: Proactive identification of any risks to customer deliverables or relationships.

KEY DELIVERABLES

• Daily, Weekly, and Monthly Status Reports
• Employee Career Training Plans
• Employee Performance Reviews
• Customer Satisfaction Scores per Employee with remediation plans
• Weekly Risk Reports with Risk Remediation
• Employee Report
• Which Employees to Retain and Offer greater benefits and Goals
• Which Employees to Train (employee needs growth)
• Which Employees to Replace (employee needs to be replaced limited to no ability to improve)

OPERATING CADENCE

Daily

• Host daily stand-ups to unblock issues.
• Provide real-time feedback.
• Monitor team stress levels, engagement, and overall “team vibe”.

Weekly

• Conduct mandatory 1:1 career and well-being check-ins.
• (You will host weekly 1:1 sessions with each team member to ensure engagement, address personal well-being, and proactively manage any blockers.
• Working Hours: How are you managing the current working hours and workload?
• Team Interaction: How is the interaction with the Project Team Members you are collaborating with?
• Work Issues: Are you experiencing any problems with your assigned tasks?
• Home Relocation Issues: Are there any concerns related to your home life or the upcoming relocation?
• Additional Needs: Are you facing any issues related to equipment, training, commuting, or other needs?
• Review resource utilization and customer value delivery.
• Submit weekly status reports to leadership and clients.

Monthly

• Monthly Performance Reviews (KPI/OKR tracking).
• Organize Knowledge Sharing workshops.
• Small team social/dinner to boost morale.

Quarterly

• Skill Gap Analysis for the team.
• Strategic planning & Quarter Business Reviews (QBR).
• Client satisfaction surveys.

Yearly

• Annual Performance Appraisals.
• Budgeting for recruitment & training.
• Succession planning (Promoting new leads).

REQUIREMENTS:

1. Education Background

• Bachelor’s degree in IT, Computer Science, Business, or related fields.
• PMP, Scrum Master, Agile certifications are a plus.

2. Professional Experience

• 5+ years in delivery-focused roles (Delivery Manager, Service Delivery Manager, Engagement Manager, Project Manager, Scrum Master, ...).
• Experience managing cross-functional and distributed teams.
• Strong understanding of SDLC and delivery governance.

3. Skills & Competencies

• Strong Agile/Scrum and delivery management expertise.
• Ability to review technical work at a high level.
• Excellent communication, stakeholder management, and problem-solving skills.
• Fluent English, confident working directly with US clients.

4. Leadership & Culture Fit

• High ownership, discipline, and execution focus.
• Comfortable with performance measurement and direct feedback.
• Strong EQ, situational awareness, and customer-first mindset.
• Aligned with US working culture: transparency, punctuality, results driven.