Operations Lead

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Oversee and support OURA as a key partner

• Lead operational delivery while fulfilling client contact and service delivery demands

• Cultivate relationships with senior management and internal stakeholders

• Ensure operational effectiveness and deliver a superior customer experience

• Serve as a primary contact for partners and participate in partner meetings

• Allocate resources efficiently to provide departmental services and activities

• Keep relevant documents and materials up to date

• Produce weekly, monthly, and quarterly operational and business reviews for clients

• Own deliverables on a weekly, monthly, and quarterly basis for both internal and external stakeholders

• Manage and develop team members, focusing on performance standards, motivation, and professional growth

• Formulate, monitor, and evaluate policies, processes, and procedures

• Foster a culture of performance, frameworks, and review processes to meet service levels and targets

• Identify areas for improvement in Process, People, and Technology

• Collaborate with internal and external stakeholders to implement best practices

• Address escalations and ensure favorable customer resolutions

• Assist with the interviewing, hiring, and training of candidates

• Lead individual projects and departmental initiatives that align with strategic objectives

• Manage contract change control, budgets, billing, forecasting, and financial risks

⛳️ Requirements

• At least 5 years of experience in a leadership role within the BPO industry

• Strong intellectual and analytical capabilities

• Proven ability to take ownership of issues and communicate effectively with clients and colleagues

• Confidence and proficiency in providing constructive feedback to team members and customers

• Capability to quickly assimilate and comprehend large volumes of information

• Strategic mindset with the ability to guide towards organizational goals

• Exceptional written and verbal communication skills

• Highly organized with a methodical approach and keen attention to detail

• Capacity to work under pressure, prioritize tasks, and manage significant workloads

• Ability to collaborate with Operations and support teams to gather customer feedback and resolve requests promptly

• Proficient in managing customer communications during service events, including liaising with senior leadership

• Outstanding presentation skills

🏝️ Benefits

• Competitive salary

• Equipment provided

• Home office allowance

• Access to an Online Gym and Wellbeing Studio

• Opportunities for professional growth

• Enjoyable company events and team outings

• Autonomy and responsibility in your role

• Permanent work-from-home arrangement

• Travel to meet partners as needed