- Kuala Lumpur Federal Territory Malaysia
Kerja Sepenuh Masa, Operations Lead - Monee SG (ShopeePayLater) di Monee Federal Territory - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
Job Description
- Team Leadership: Lead, develop, and provide direction to the KYC, Collections and Customer Service teams, driving strong performance, engagement, and professional development.
- Operations Strategy: Develop and execute operational strategies to improve collections effectiveness, customer service quality, and overall operational efficiency.
- Performance Management: Establish key performance indicators (KPIs), monitor team and operational performance, identify gaps, and implement improvement plans.
- Collections Management: Develop and implement collections strategies to improve recovery rates, reduce overdue accounts, and optimize debt recovery outcomes.
- Customer Service Excellence: Ensure high standards of customer service, including effective management of customer complaints and escalated cases.
- Process Improvement: Continuously review and improve collections and customer service workflows to enhance productivity, service quality, and customer experience.
- Data & Analytics: Analyze operational data and performance trends to identify opportunities, diagnose issues, and provide actionable recommendations to management.
- Policies & Controls: Establish and maintain effective operational policies, procedures, and internal controls to ensure consistent and responsible operations.
- Budget & Cost Management: Manage departmental budgets and identify opportunities to optimize costs while maintaining service quality and operational performance.
- Business Continuity: Lead the resolution of major operational issues and develop contingency plans to minimize service disruption and operational risks.
- Bachelor’s degree in Business, Finance, Management, or a related field.
- Minimum 8 years of relevant experience in call centre operations, collections management, customer service, or a related field.
- At least 3 years of people leadership experience, preferably managing a sizeable operation or a team of approximately 30-50 employees.
- Strong understanding of collections operations, debt recovery strategies, customer service management, and operational performance management.
- Strong leadership and stakeholder management skills, with the ability to lead teams and collaborate effectively across functions.
- Strong analytical and problem-solving skills, with experience using operational data and KPIs to drive decision-making and process improvements.
- Strong communication, negotiation, and escalation management skills.
- Proficiency in data analytics, CRM systems, and collections or call centre management systems.
Peringatan Penting
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