Contact Centre Manager (Customer Service) - Penang

Responsibilities

Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development). Manage the day-to-day operations in accordance with requirements and SLAs set out in SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.

Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.

Provide exceptional people management, mentorship and career development to members of the team, including Managers, TLs, and Agents, achieve low attrition levels and high employee engagement. Flag and escalate business risks timely to the Client and Stake holders.

Lead the group of Managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.

Ability to Deep Dive on customer complaints and appeal cases received from business line including user appeal document, user analysis and trend analysis.

Ability to Deep Dive on completed transactions that being flagged with high-risk flag for post manual review to evaluate if is a potential fraud, and instantly share fraud trend to fraud strategy team. Strictly following chargeback operation standard SOP and requirement to handle representment case.

Ability to guide the team on completing the chargeback cases within SLA / Pre-set time given, ensuring all the representment documents are gathered correctly and match the case with chargeback reason.

Provide mentorship, guidance and career development to direct reportees and members of their team. Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions

Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions

Identify actionable insights, suggest recommendations, and influence team strategy through effective communication

Protect Clients ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions

Drive Managers and Operations teams to deliver value adds, continuous improvements, and productivity / quality gains.

Streategize and execute Client / Leadership directions and decisions following the change management process.

Mantain an effective Client relationship with proactive communication followed by POA and closed loop

Requirements

Bachelor’s degree or equivalent diploma

Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity

Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment System that includes Fraud chargebacks, Customer Complaints and Escalations too.

Strategic thinker with strong analytical and problem-solving skills

10+ years of experience in operations, preferably in BPO / ITES industry

7+ years of people management experience, including managing managers, and a strong desire to develop team members

Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support

Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members

Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment

Excellent written and verbal communication skills

Preferred Requirements

Having high cultural awareness of political and social situations is a plus!

Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)

Build a positive relation with Client in order to create new business opportunities

Identify potential risks and opportunities of improvement in the process and suggest solutions

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