Head of Client Services
Shi-an, as fondly called by her colleagues, is responsible in monitoring FPAs in terms of compliance with company policies pertaining to I.T. security. She oversees tasks FPAs are doing, whether workload is too much or too little. When an FPA calls in sick, she fills in.
She does performance evaluation and establishes staff KPIs. Overall, she is the contact person for any tasks FPAs are stuck with and escalations to directors. Any issues or concerns regarding your FPA, she’s all ears!