Head of Operations, Small Market

Overview

You are on a mission : Drive Financial Excellence with Mercedes-Benz Services Malaysia! As a part of one of the most prominent captive financial services providers, we are not just offering a job, but a passage to unparalleled professional growth. We are on the lookout for passionate, driven individuals who are ready to accelerate their careers and shape the future of mobility. At Mercedes-Benz, you'll find more than a role; you'll discover a calling where your work reverberates with excellence and propels the industry forward. If you're ready to drive into a world of opportunity, Mercedes-Benz Services Malaysia is your destination. Here's the role at a glance that might be beneficial for you to know : Lead the OneHub Operations teams (Contract Activation, Contract Management, Customer Service, Collections & Remarketing) across Malaysia, Singapore, and Hong Kong, setting strategy and delivering high-quality, efficient services aligned to company goals. Key Responsibilities

Own the hub operating model : drive the shift from federated markets to consolidated services; coordinate and support oneOPS / oneCCC transformation initiatives. Optimize processes and systems end-to-end, championing digitization and innovation to improve speed, quality, and cost. Deliver benchmark service levels and seamless customer / dealer experiences; continuously improve CSI / DSI performance. Build a high-performing team : lead, coach, and develop leaders and staff; run regular assessments and training to uplift capability and Great Place to Work (GPTW) results. Serve as process owner for Operations, stewarding company-wide process and policy standards and ensuring strong business analytics for decision support. Manage senior stakeholder relationships across markets, the Hub, and HQ; provide clear, data-driven updates and recommendations. Strengthen risk and control : lead business continuity management for credit and operations, oversee fraud-prevention escalations and checks, and support external audits while maintaining robust internal audit mechanisms. Further roles and responsibilities

Contract Vendor Management (in-house and outsourced) Oversee the full contract lifecycle (activation, payout, documentation, succession / transfer, maturity / termination) to deliver a consistent, high-quality experience for customers and dealers Ensure day-to-day operations comply with all applicable laws, regulations, policies, and audit requirements; maintain strong controls and documentation Set and manage outsourced vendor SLAs / KPIs, governance cadence, and continuous-improvement plans; resolve escalations and drive performance to target Align resources to business growth and complexity; accelerate adoption of modern tools and automation to improve speed, accuracy, and cost Establish clear communication channels and effective collaboration with internal stakeholders and external partners Lead implementation and optimization of hub workbench tools (e.g., Salesforce, Pega, Genesys) to enhance workflow, visibility, and outcomes Customer Experience Management (Internal & External) Own CX strategy and execution to deliver best-in-class experiences; achieve CSI / DSI targets across markets

Identify process and system gaps, implement improvements, and verify outcomes

Lead development, rollout, and adoption of digital solutions that elevate customer experience and internal efficiency

Implement and track Transformational KPIs and OneHub KPIs; report performance and drive corrective actions

Stay current on CX trends by engaging with contact-center / digital communities, journals, forums, and courses

Collections & Remarketing Set and evolve the hub-wide collections and remarketing strategy; challenge the status quo and build capabilities that improve recoveries and portfolio health Lead end-to-end execution—from early-stage outreach to late-stage / legal actions and asset remarketing—ensuring disciplined controls and fair treatment while achieving target NPL and other risk indicators (e.g., CoCR, CL) Plan, coordinate, and track collections / remarketing initiatives across markets; standardize playbooks, monitor performance, and drive continuous improvement Business Process & Control Management

Own end-to-end process governance for the Hub : define, document, standardize, and continuously improve core operating processes Maintain clear, current policy frameworks for the Hub; ensure alignment with corporate standards and regulatory requirements Establish and monitor business controls (RCSA / ICFR, QA / QC, SOP adherence), remediate gaps, and evidence compliance Oversee vendor governance for resilience : ensure outsourced providers meet control standards and maintain robust business continuity plans (BCP) and testing Team Management Build and retain a high-performing in-house team : recruit, onboard, and train employees; plan workforce coverage to meet operational hours Set clear, SMART goals and align roles to company strategy; ensure every team member sees their line of sight to targets Lead, motivate, and support the team to deliver exceptional customer experience and achieve department KPIs Run a disciplined performance cadence : measure results, review dashboards, give regular feedback / coaching, and take fair corrective action when required Develop capability through ongoing training and qualifications, including mandatory compliance learning and role-specific upskilling Foster inclusive culture and engagement—promote diversity, pride, passion, innovation, and “Great Place to Work” behaviors Communicate with intent : maintain an effective internal comms rhythm so priorities, decisions, and expectations are clear Safeguard compliance within the team’s remit—adhere to Group / local policies, applicable laws / regulations, and documented processes evidence adherence during audits Lead the department’s annual OP budgeting and ensure appropriate planning and alignment to company guidance Maintain staffing within the approved headcount plan Enforce cost-center discipline and operate within approved allocations Keep outsourced / service-provider spend within the agreed budget Compliance Ensure full adherence to applicable laws, regulations, and company policies; maintain clear documentation and evidence of compliance. Maintain audit readiness : prepare and deliver complete, accurate information for internal / external audits and reviews. Investigate audit findings and control issues thoroughly; implement timely, sustainable corrective and preventive actions. Track remediation to closure and report status to stakeholders; escalate risks or recurring issues promptly Qualifications

Educational Background Masters / B.A. in Business Management, Business Administration or Banking / Finance or similar Professional Experience At least 10 years’ experience in finance industry with strong management experience Multiple years of experience in operational and transformational roles in the financial and mobility services, banking and automotive industry Credit Risk Management experience covering credit decision (corporate, retail wholesale), collections and portfolio analysis necessary Sales & Marketing experience is of added advantage Broad international and intercultural experience Proven professional working experience in business and people management Knowledge of local regulations within Asia Pacific markets. Deep domain expertise in financial products, services, operations, and Credit Risk Management. Strong, balanced decision-making under uncertainty; weighs risk–reward and acts with sound judgment. Advanced analytical and creative problem-solving; skilled in communication, negotiation, conflict resolution, tact, and diplomacy. Performance-driven and customer-centric; consistently aligns decisions to CX and business outcomes. Values-led leadership : models integrity, compliance, and the company’s code of conduct. Cultural agility : effective with diverse, multi-country teams; open and adaptable to different perspectives. Project / program management excellence; clear influence without authority; delivers to tight deadlines. Highly collaborative; partners effectively across markets, peers, and sub-process areas to resolve issues. Technical proficiency in Microsoft Outlook, Excel, and PowerPoint. Continuous improvement mindset (e.g., Lean, Six Sigma) with a track record of driving efficiency and quality. Proven success operating in a global, matrixed organization; builds strong relationships with internal and external stakeholders. Advanced English; proficiency in Asian languages preferred Soft Skills Clear, professional communication and strong interpersonal presence; practices sound business etiquette. Decisive and assertive with a results orientation; follows through on decisions to deliver superior outcomes. Effective delegator and supervisor; sets expectations, provides support, and holds others accountable. Inspiring team leader; motivates talent and consistently challenges teams to top performance. Structured problem-solver with a proactive, status-quo-challenging mindset. Strong alignment to the organization’s vision, strategy, and goals; translates strategy into executable plams If you have the drive to succeed and the desire to work with the best, we invite you to apply. Take the lead on your career path with Mercedes-Benz Services Malaysia and let's shape the future of automotive finance together! Note : only shortlisted candidates will be notified.

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