Job Description

Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development).
• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.
• Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement.
• Drive Operations teams to deliver continuous improvement and productivity/quality gains.
• Flag and escalate business risks timely to the Client teams

Requirements

• Bachelor\xe2\x80\x99s degree or equivalent diploma
• 2-3 years as Operations Manager exposure on Fraud and Risk Operations in Payment System is a must.
• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills
• 8+ years of experience in operations, preferably in BPO/ITES industry
• 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members.
• Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support.
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
• Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment.
• Excellent written and verbal communication skills
• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
• Experience in Microsoft Office Suite is preferred.

Job Type: Full-time Pay: Up to RM11,000.00 per month Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Your nationality
• Your phone number and email
• Your Whatsapp number
• Your current location
• This position is under Teleperformance Malaysia and work is on site in Kuala Lumpur, Have you applied for it before?
• Your current salary
• Your expected salary
• Notice period

Education:

• Bachelor\'s (Preferred)

Experience:

• Operations in BPO/ITES: 8 years (Preferred)
• Operations Manager exposure on Fraud and Risk Operations: 2 years (Required)
• People management: 5 years (Required)