Senior Manager, Operations Intelligence

OKX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join or sign in to find your next job

Join to apply for the Senior Manager, Operations Intelligence role at OKX

OKX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Senior Manager, Operations Intelligence role at OKX

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles : We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What Do We Expect From You

You will be instrumental in driving data-informed decision-making within Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. This role requires a strategic thinker who can analyze operational trends in customer interactions and issues, especially on a week-over-week (WoW) basis, identify root causes, and deliver actionable insights to executive leadership. You will partner closely with cross-functional teams to support process improvement, enhance operational efficiency, and drive outcomes that positively impact GBS.

Key Responsibilities

• Operational Trend Analysis :
• Conduct in-depth analysis of weekly operational data, focusing on customer contact trends, issues, and performance metrics within Payment Risk and Customer Service.
• Identify and monitor key operational trends that impact GBS, assessing WoW changes in volume, issue categories, and performance to provide early indicators of emerging challenges or opportunities.
• Executive Reporting and Insight Delivery :
• Prepare high-level, impactful reports for top executives, summarizing Daily / Weekly / Monthly / Quarterly / Yearly trends, risks, and critical customer operations insights across Payment Risk, Customer Service, and ongoing GBS projects.
• Present data-driven recommendations that focus on enhancing operational performance and mitigating risk, enabling the executive team to make informed strategic decisions.
• Cross-Functional Problem Solving and Issue Resolution :
• Collaborate with stakeholders across Payment Risk, Customer Service, and other teams to understand operational pain points, root causes, and improvement areas.
• Lead data-informed discussions and recommendations on process adjustments, providing support for timely issue resolution and streamlined operations.
• Continuous Improvement and Operational Efficiency :
• Design and implement performance improvement initiatives, focusing on optimizing workflows, reducing contact volume drivers, and enhancing customer satisfaction.
• Collaborate with teams to refine risk controls, enhance service quality, and ensure alignment with GBS objectives.
• Stakeholder Engagement and Strategic Influence :
• Serve as a trusted advisor to GBS senior leaders, ensuring a clear understanding of operational performance, trends, and actionable insights.
• Actively contribute to strategic discussions, providing data-driven insights that inform and shape GBS initiatives and operational strategy.

Qualifications

Why Join Us?

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

General Business and Customer Service

Industries

IT Services and IT Consulting

Referrals increase your chances of interviewing at OKX by 2x

Get notified about new Senior Operations Manager jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia .

Petaling Jaya, Selangor, Malaysia 4 days ago

Petaling Jaya, Selangor, Malaysia 1 month ago

Senior Manager, Procurement Operations & Market Support

Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR10,000.00-MYR12,000.00 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Manager, Settlement Operation | TNG Digital

Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Deputy General Manager, Operational Safety & Quality Excellence (Kuala Lumpur)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Wellbeing Operations Manager, Trust & Safety

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR6,000.00-MYR10,000.00 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Bandar Puchong Jaya, Selangor, Malaysia 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 months ago

Controlling Operations, GBU - Greater China Manager

Petaling Jaya, Selangor, Malaysia 5 hours ago

Bandar Puchong Jaya, Selangor, Malaysia 4 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr