Location: Cyberjaya

Shifts: Rotational

Salary: 15,000–17,000 MYR

We are seeking a highly skilled and experienced Operations Manager to oversee our operations in Cyberjaya. The successful candidate will play a pivotal role in maintaining operational excellence, ensuring adherence to service level agreements (SLAs), and fostering a culture of employee and customer satisfaction.

Responsibilities:

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  Operational Management:

  
  
  
  
  
  • Seamlessly manage day-to-day operations to meet SLA delivery targets.
  
  
  • Uphold high levels of employee and customer satisfaction.
  
  
  
  


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  Stakeholder Relations:

  
  
  
  
  
  • Establish and nurture strong relationships with stakeholders.
  
  
  • Provide oversight to the team, organize resources, and implement strategies from Executives and clients.
  
  
  
  


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  Governance and Compliance:

  
  
  
  
  
  • Follow agreed governance models, escalation, and communication plans.
  
  
  • Ensure team members comply with corporate policies through effective training and adherence mechanisms.
  
  
  
  


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  Client Relations:

  
  
  
  
  
  • Build robust partnerships with clients, ensuring operational cohesion and laying a foundation for future growth.
  
  
  • Conduct regular calls with clients to understand expectations and provide updates.
  
  
  
  


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  Continuous Improvement:

  
  
  
  
  
  • Identify and drive continuous improvements and initiatives within the operational processes.
  
  
  • Coach and mentor Team Leads for effective team management.
  
  
  
  


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  Human Resource Management:

  
  
  
  
  
  • Lead the hiring process for leads and managers, conduct training, and conduct inductions.
  
  
  • Manage employee satisfaction scores, performance appraisals, and attrition.
  
  
  
  


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  Performance Management:

  
  
  
  
  
  • Implement performance management strategies through Quartile segregation and identification of training needs.
  
  
  • Ensure timely resolution of internal customer queries.
  
  
  
  


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  Collaboration:

  
  
  
  
  
  • Collaborate effectively with internal teams and act as the key contact for all issues within the assigned business.
  
  
  
  

Requirements:

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  Pressure Handling:

  
  
  
  
  
  • Ability to work effectively under pressure.
  
  
  
  


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  Language Proficiency:

  
  
  
  
  
  • Fluency in English and Japanese (speaking, listening, writing, and reading) is mandatory.
  
  
  
  


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  Education:

  
  
  
  
  
  • A university or college degree is required.
  
  
  
  


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  Experience:

  
  
  
  
  
  • Minimum 3 years of experience in managing teams (up to 50HC).
  
  
  • Experience in CS/BPO/Sales/Client relationship is advantageous.
  
  
  
  


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  Availability:

  
  
  
  
  
  • Flexibility to work 24/7, with shifts based on client demand (no fixed shift).
  
  
  • Standard 5-day workweek with 2 days off per week, subject to operational schedules.
  
  
  
  

If you possess the required skills, experience, and commitment to excellence, we invite you to apply for this challenging and rewarding position. Join our dynamic team and be a key driver of success in our operations