Operations Manager

Job Overview:

We are looking for an experienced Operations Manager to lead large-scale customer service operations within a dynamic and fast-paced environment. This role is responsible for driving operational performance ensuring service excellence and managing client relationships while overseeing multiple teams and workflows.

What Will You Do:

• Lead and manage end-to-end operations ensuring alignment with client requirements Statements of Work (SOW) and Service Level Agreements (SLAs).
• Oversee daily service delivery ensuring consistent performance quality and customer satisfaction.
• Proactively identify operational challenges and implement effective solutions and preventive measures.
• Drive transition and expansion activities ensuring smooth onboarding of new programs or scaling of existing operations.
• Establish and optimize operational frameworks including workforce planning reporting and performance management systems.
• Lead mentor and develop high-performing teams including Operations Managers Team Leaders and frontline staff.
• Drive continuous improvement initiatives to enhance productivity efficiency and service quality.
• Maintain strong stakeholder and client relationships including timely escalation of risks and issues.
• Identify opportunities for business growth and operational enhancements.

What Makes You A Good Fit:

• Bachelors degree or equivalent qualification is required.
• Able to Speak in Mandarin and English fluently.
• Minimum 8 years of experience in operations preferably in the customer service or BPO industry.
• At least 5 years of leadership experience managing managers and large teams.
• Strong experience managing multiple workflows in a fast-paced high-volume environment.
• Excellent problem-solving decision-making and organizational skills.
• Strong communication and stakeholder management skills.
• Ability to thrive in a rapidly changing and ambiguous environment.