Contact Centre Manager - Mandarin

Contact Centre Manager (Customer Service) - Mandarin

Job Location: Malaysia – Remote (Cloud Campus, Work From Home for 6 months, then relocation required to Johor Bahru Office)

Requirements

• :Bachelor’s degree or equivalent diplom
• aDynamic 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 ambiguit
• yMinimum 2+ years of people management experience as a Senior Manager in Fraud and Risk Operations in Payment Systems (covering Fraud chargebacks, Customer Complaints, and Escalations
• )Strategic thinker with strong analytical and problem-solving skill
• s10+ years of experience in operations, preferably in BPO/ITES industr
• y7+ years of people management experience, including managing managers, with a strong desire to develop team member
• sEmpathy for Social community platform users and passion to create an exceptional user experience with outstanding suppor
• tExcited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team member
• sAdaptable and energized by a fast-paced environment; significant experience in complex operational setting
• sExcellent written and verbal communication skill

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Preferred Requirement

• s:High cultural awareness of political and social situations is a pl
• usProficiency in English and multilingual skills highly preferred (depending on market assignmen
• t)Ability to build strong client relationships to create new business opportuniti
• esStrong risk-identification skills with ability to recommend process improvements and solutio

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Responsibilit

• iesManage the overall performance and governance of Statements of Work (together with Vendor Account Management / Business Developme
• nt)Oversee day-to-day operations per SOW requirements and SLAs, ensuring timely identification and resolution of service delivery issues and implementation of preventative measu
• resLead transition management during setup and expansion pha
• sesEstablish vendor infrastructure (technology, HR, security, facilities, communication) and ensure service delivery processes and reporting mechanisms are in pl
• aceProvide exceptional people management, mentorship, and career development for Managers, Team Leads, and Agents; drive low attrition and high engagem
• entLead and monitor process excellence, flagging and escalating risks to Clients and stakeholders as nee
• dedConduct deep dives on customer complaints, appeal cases, and high-risk flagged transactions to evaluate fraud potential; share fraud trends with strategy te
• amsEnsure compliance with chargeback SOPs and timely completion of representment cases with accurate documentat
• ionGuide teams to deliver within SLA while maintaining accuracy and compliance standa
• rdsBuild problem-solving, analytical, and technical capabilities within the team to deliver scalable soluti
• onsSet team goals, track progress, and ensure results are communicated effectiv
• elyLead projects involving analysis, research, and strategy development with global cross-functional te
• amsIdentify actionable insights, suggest recommendations, and influence team strategy through effective communicat
• ionProtect client ecosystems, prevent fraudulent activity, enforce TOS and policies, and ensure global complia
• nceDrive managers and operations teams to deliver value-adds, continuous improvements, and measurable productivity/quality ga
• insExecute leadership directions following proper change management proces
• sesMaintain strong client relationships with proactive communication, plans of action, and closed-loop follow