Operations Manager

In this role, you will manage a team of 300 external employees providing face-to-face customer service support across various locations for a local account . This is a great opportunity for a driven individual with excellent leadership skills, a customer-focused mindset, and the ability to build strong relationships with key stakeholders.

• 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.
• Reporting and Documentation: Prepare and present regular reports on team performance, account status, compliance checks, and operational metrics to both internal leadership and client.
• Continuous Improvement: Identify and implement strategies for service improvement, cost efficiency, and process optimization to enhance the overall customer experience.

• Experience: Minimum of 3 years of experience in account management or operations, with at least 2 years of managing large customer service teams (preferably in an local or service provider environment).
• Leadership: Proven track record of managing and motivating large teams (preferably 100+ employees), with a strong focus on customer satisfaction, employee development, and operational excellence.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to effectively liaise with clients, employees, and senior leadership.
• Problem-Solving: Strong analytical and critical thinking skills to address challenges and implement practical solutions.
• Customer Focused: Deep understanding of customer service principles and a passion for delivering outstanding customer experiences.
• Project Management: Strong organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Compliance & Fraud Prevention: Solid knowledge of compliance regulations, fraud prevention measures, and industry best practices in customer service environments. Ability to monitor, report, and mitigate fraud risks effectively.
• Tech-Savvy: Comfortable using various CRM systems, reporting tools, and collaboration platforms. Proficient in Google Suite
• Education: Bachelor's degree in Business, Management, or related field. A Master's degree or certifications in Project Management, Customer Service Management, or Compliance/Fraud Prevention is a plus.