Role: Operations Manager
Location: HCM City, Vietnam
Reporting to: DPE

Responsibilities:
• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level
of employee and customer satisfaction
• Establishing and managing relationship with stakeholders
• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client
on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in
times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to
ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates.
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores,
performance Appraisals and attrition management
• Performance management through top Quartile, Middle and Bottom Quartile segregation and
identifying training and coaching needs.
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned.

Requirement:
• Candidate must have Bachelor’s degree in operations management or related field.
• Very exellence in English
• At least 08 years of professional experience in Operation Management/Customer Service in Call Center or relate services, at least 03 years of senior management experience (Manager level). Must possess effective communication skills (written and verbal)
• Ability to work under pressure
• Corporate and process mind
• Excellent communication and quality orientation

Salary: $1500