Contact Centre Manager (Customer Service) - KL

Qualifications

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
• 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 team, 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 relationship with the Client in order to create new business opportunities
• Identify potential risks and opportunities for improvement in the process and suggest solutions

Responsibilities

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 setup 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 team members, including Managers, TLs, and Agents, achieve low attrition levels and high employee engagement. Flag and escalate business risks timely to the Client and stakeholders.
• Lead the group of Managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.
• Deep dive on customer complaints and appeal cases received from the business line including user appeal document, user analysis, and trend analysis.
• Deep dive on completed transactions flagged with high-risk for post-manual review to evaluate potential fraud, and instantly share fraud trends with the fraud strategy team. Strictly follow chargeback operation standard SOP and requirements to handle representment cases.
• Guide the team on completing chargeback cases within SLA/pre-set time, ensuring all representment documents are gathered correctly and match the case with chargeback reasons.
• Provide mentorship, guidance, and career development to direct reportees and team members. Lead a high-performing team through an exciting transition to build problem-solving, critical thinking, analytical, and technical capabilities.
• 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 the Client's ecosystem, prevent fraudulent activity, enforce 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.
• Strategize and execute Client/Leadership directions and decisions following the change management process.
• Maintain an effective Client relationship with proactive communication followed by POA and closed loop.