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:

• Bachelor's 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.