Operations Manager

Job Responsibilities:

Account Management: Oversee the day-to-day management of Southeast Asia’s leading superapp, ensuring service level agreements (SLAs) are met and client expectations are exceeded.

Team Leadership: Supervise and manage a team of upto 300 emmployees, providing guidance, support, and training to ensure high levels of performance and customer satisfaction.

Operational Excellence: Develop and implement efficient processes for daily operations, ensuring smooth service delivery. Address any operational challenges promptly to minimize disruptions.

Client Relationship Management: Build and maintain strong relationships with key client stakeholders. Serve as the primary point of contact for the client’s needs, resolving issues and proactively identifying opportunities for improvement.

Performance Monitoring: Track and analyze key performance metrics (KPIs), reporting on team and account performance. Regularly review performance results and implement corrective actions as needed.

Employee Development: Lead the recruitment, onboarding, and training of customer service agents. Provide continuous coaching and mentoring to ensure professional growth and high morale among the team.

Problem Solving: Resolve client issues, escalations, and challenges in a timely and professional manner, ensuring that customer service operations remain uninterrupted.

Compliance Monitoring & Fraud Prevention: Implement and oversee compliance protocols related to fraud prevention, ensuring that all customer service agents are trained in identifying and reporting fraudulent activities. Regularly audit service operations and transactions to ensure adherence to regulatory and internal fraud prevention policies. Work with internal teams to address any fraud-related concerns and mitigate risks effectively.

Industries:Outsourcing/Offshoring

Function: Others