jobs in Monee

全职 Operations Lead - Monee SG (ShopeePayLater) 工作, 薪水, Monee Federal Territory 公司招聘中 - Ricebowl

Operations Lead - Monee SG (ShopeePayLater)

Monee

全职

KL City, Federal Territory

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工作地点

  • Kuala Lumpur Federal Territory Malaysia

职位描述

岗位职责

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.

Requirements

  • 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.

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