Senior Manager, Commercial

HKT Teleservices, part of the HKT Group, is a trusted Business Process Outsourcing (BPO) and Customer Experience Management (CXM) service provider, offering omni-channel engagement, AI-driven automation, and digital transformation solutions to clients across industries.

As we continue expanding our technology-enabled service offerings, we are seeking a motivated and analytical Senior Manager, Commercial to join our growing commercial team. This role will support strategic client management, commercial governance, and partnership growth initiatives under the direction of the AVP, Commercial.

Position Summary

The Senior Manager, Commercial plays a vital role in supporting the company’s growth and profitability by managing commercial operations, developing proposals, and maintaining client contracts and partnerships.

Working closely with internal cross-functional teams — including Operations, Finance, Solution Development, IT, and Legal — this position ensures that commercial engagements are well-structured, financially viable, and strategically aligned with HKT Teleservices’ objectives.

This role suits a commercially astute professional with strong analytical, coordination, and negotiation skills, seeking to progress into senior commercial leadership.

Key Responsibilities

1. Commercial Operations & Governance

• Support the AVP, Commercial in managing day-to-day commercial operations across key client accounts.
• Assist in the preparation, review, and negotiation of client contracts, renewals, and service agreements to ensure profitability and compliance.
• Maintain and track commercial terms, pricing models, revenue forecasts, and financial performance indicators.
• Ensure all commercial activities comply with HKT’s financial, legal, and risk management frameworks.
• Coordinate with Finance and Operations to prepare profitability and variance analyses on existing contracts.

2. Business Development & Proposal Management

• Participate in proposal development, RFP/RFI responses, and bid coordination with internal stakeholders.
• Develop pricing models and business cases for new business opportunities or change requests.
• Collaborate with the Solution Development & Innovation team to create commercially sound, client-centric proposals.
• Conduct competitor and market benchmarking to inform pricing and value positioning.

3. Client Account Support & Relationship Management

• Serve as a commercial liaison for assigned client accounts, managing billing arrangements, contract updates, and adjustment requests.
• Prepare and participate in client business reviews, providing performance summaries, pricing updates, and cost optimization recommendations.
• Support the Senior Manager in identifying cross-sell or up-sell opportunities within existing accounts.
• Ensure prompt resolution of client commercial queries and maintain transparency in communication.

4. Partnership & Vendor Collaboration

• Support the commercial team in managing partnerships with key technology and solution vendors.
• Assist in the review and coordination of partnership agreements, including pricing and contract compliance.
• Track partner performance and revenue-sharing arrangements, ensuring alignment with commercial objectives.
• Contribute to partnership development initiatives that enhance HKT Teleservices’ service portfolio in AI, analytics, automation, and omni-channel engagement.

5. Reporting & Data Management

• Maintain accurate and updated data for commercial forecasts, pricing repositories, and account dashboards.
• Prepare regular reports on contract pipeline status, commercial performance, pricing adjustments, and profitability trends.
• Support financial planning activities by providing insights into revenue performance, client margins, and cost structures.

6. Cross-functional Collaboration

• Work collaboratively with Operations, Finance, IT, Legal, Solution Design, and Marketing teams to ensure commercial alignment and execution.
• Ensure smooth communication between internal stakeholders during contract renewal or bid processes.
• Participate in internal governance meetings to review contract performance and identify improvement opportunities.

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in Business Administration, Finance, Economics, Marketing, or related discipline.
• 5years of experience in commercial management, account management, business development, or contract administration, ideally within the service, BPO, telecommunications, or technology services industry.
• Experience supporting or managing commercial proposals, pricing models, and client negotiations.

Commercial & Analytical Competencies

• Strong understanding of basic financial principles, costing, and pricing mechanisms.
• Competence in preparing business cases, commercial models, and profit analyses.
• Experience handling client agreements, SLAs, and performance-based commercial frameworks.
• Analytical and detail-oriented, with the ability to translate business requirements into clear financial insights.

Technical & Market Knowledge

• Familiarity with customer experience (CX), contact centre, or digital transformation solutions is an advantage.
• Understanding of AI, automation, and omni-channel engagement technologies preferred.
• Proficiency in Microsoft Excel, PowerPoint, and financial modeling tools.

Soft Skills & Competencies

• Excellent communication and presentation skills — confident in interacting with both internal and client stakeholders.
• Strong organization and time-management abilities, with the capacity to handle multiple projects concurrently.
• Proactive, resourceful, and able to work independently while collaborating effectively within a team.
• Commercially minded, with a focus on accuracy, value creation, and client satisfaction.