Operations Lead - Remote Malaysia

About The Role

We are looking for an Operations Lead to manage and support our partner OURA. We are looking for someone with leadership qualities. Your role as a leader will look to inspire people to do their best and to create a great relationship with our partners. Within your team you should be able to create an environment that is built on open communication, trust, creative thinking, and team effort.  
   
The Ops Lead will be responsible for delivery operations and meeting targets relating to the Clients contact and service delivery requirements along with improving and developing the team. This will include day-to-day responsibility for managing relationships with senior client management and internal stakeholders and ensuring the operations delivers the required performance and being committed to delivering a great customer experience. 
   
This is a permanent work from home role but there is an expectation that, where necessary, the Ops Lead will travel to meet some partners.   

 Working as a key point of contact for our partners, attending partner meetings and working with the team to ensure we deliver to contracted requirements. 

• Ensuring the effective allocation of resources to deliver the department’s services and activities. 
• Ensure all relevant documents and material ismaintainedand updated.
• Create weekly, monthly and quarterly operational and business reviews and submit to the client, provide a valuable contribution to review meetings and strategy sessions.
• Taking ownership of weekly, monthly, and quarterly deliverables for internal and external stakeholders, ensuring the quality of outputs are in line with the agreedSLA’s. 
• You will be responsible for managing and developing employees within the department. This includes ensuring that employees are clear about expected standards of performance, motivated, and professionally developed. 
• The development, monitoring and review of policies, processes, and procedures, including further development ensuring activities are delivered consistently within agreed timelines. 
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets!
• Actively look for opportunities and improvements for development and Be innovative, share ideas and drive improvement in Process, People and Technology.
• Liaise clearly and confidently with all internal and external stakeholders to plan, agree, schedule, and deliver best practice. 
• Deal with any escalations to ensure a positive resolution for the customer. 
• Assist in interviewing, hiring, and training new candidates. 
• Manage and lead individual project work to ensure it meets strategic objectives. 
• Manage and lead department projects and initiatives as required, ensuring they meet strategic objectives and implementation is achieved on time.
• Manage contract change control, budgets and billing including regular and accurate forecasting and call out of financial risk at appropriate times.

Your profile

To thrive in this role, you should possess the following qualifications and attributes: 

• You have a minimum of 5 years' experience in leading a support function or managerial position within the BPO industry . 
• You have excellent intellectual and analytical ability. 
• You are willing to take ownership of issues and can communicate effectively with clients and colleagues. 
• You have the confidence and knowledge to provide constructive feedback to your team and the customer to help support their development. 
• You can rapidly assimilate and digest volumes of information. 
• You are a strategic thinker, able to take the lead and work to achieve organisational goals. 
• You have excellent written and verbal communication skills. 
• Highly organised with a systematic approach to work and excellent attention to detail
• You can work under pressure, prioritise, and handle significant workload. 
• You can work in partnership with Operations and your colleagues in the support teams to provide customer feedback and ensure requests are resolved promptly. 
• You manage customer communications during service events ensuring extensive communication with the customer and all customer facing groups, including Senior Leadership
• Excellent presentation skills

Why us?

About us