Operations Lead

About Us

Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, Bjak.com, helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API, blockchain, trading systems and data science is to enable easy access to financial services that were previously inaccessible or difficult to understand. Our core strengths are in navigating the most complex regulations and environments, creating some of the most innovative products in the world.

Position Overview:

BJAK is seeking a dynamic and hands-on Operations Lead to lead and streamline our operational activities. The ideal candidate will be both a strategic thinker and a doer, dedicated to ensuring the smooth and efficient functioning of our company's operations. This role requires flexibility, including the ability to work during odd hours and manage operations on the go. Reporting directly to the CEO, the Operations Lead will be responsible for developing and executing strategies that enhance operational efficiency, productivity, and profitability.

Responsibilities:

Operational Strategy & Leadership:

• Develop and implement operational strategies that align with BJAK's overall objectives and growth plans.
• Lead and mentor a high-performing operations team, fostering a culture of continuous improvement and accountability.
• Collaborate with the executive team to ensure seamless execution of business strategies and initiatives.
  
  

Day-to-Day Operations Management:

• Oversee and manage daily operations, including production, supply chain, quality assurance, logistics, and customer service.
• Ensure operational processes are efficient, cost-effective, and capable of supporting company growth.
• Resolve operational issues promptly and implement solutions to prevent future occurrences.
  
  

Process Optimization & Continuous Improvement:

• Identify and implement best practices across all operational areas to enhance productivity and reduce costs.
• Drive continuous improvement initiatives, fostering a culture of innovation and efficiency.
• Monitor key performance indicators (KPIs) and operational metrics to measure success and identify areas for improvement.
  
  

Stakeholder Collaboration:

• Work closely with cross-functional teams, including finance, HR, and sales, to ensure alignment and operational excellence.
• Establish and maintain strong relationships with vendors, suppliers, and partners to support business operations.
  
  

Flexibility & Hands-On Approach:

• Be willing and able to work during odd hours and manage operations on the go, as required by the business.
• Lead by example, demonstrating a hands-on approach to resolving issues and improving processes.
  
  

Risk Management & Compliance:

• Stay informed about industry trends, market dynamics, and regulatory requirements to mitigate risks and ensure compliance.
• Implement and enforce operational policies and procedures that safeguard the company's assets and reputation.
  
  

Admin Operations Management:

• Oversee day-to-day administrative operations, including office management, record keeping, and inventory control.
• Be hands-on with administrative tasks when required, such as managing office supplies, preparing reports, or organizing company documents.
• Implement and refine administrative processes to ensure operational efficiency.
• Coordinate with cross-functional teams to manage office supplies, equipment, and contracts.
• Ensure compliance with company policies and procedures in all administrative activities.
• Prepare reports and presentations on operational metrics for management.
• Support the finance and HR departments with administrative tasks, as needed.
  
  

Customer Experience Management:

• Lead and manage the customer service team to provide high-quality support and engagement.
• Develop and implement customer service strategies that drive satisfaction and loyalty.
• Actively handle customer queries and issues when needed, especially during peak times or escalations.
• Monitor and analyze customer feedback to identify areas for improvement.
• Develop and enforce service level agreements (SLAs) and key performance indicators (KPIs) for the team.
• Resolve escalated customer issues promptly and professionally.
• Train and mentor team members to deliver exceptional service.
  
  

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred).
• Proven experience in a senior operations role, with a track record of leading and optimizing business operations.
• Strong strategic thinking and problem-solving skills, with the ability to execute plans effectively.
• Excellent leadership and team management skills, with the ability to inspire and develop a high-performing team.
• Hands-on approach with a willingness to work during odd hours and manage operations in a dynamic environment.
• Strong understanding of operational processes, including supply chain management, logistics, and quality assurance.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
  
  

Benefits

At our company, we believe in fostering an environment where you can thrive. Our benefits package includes:

• Competitive salary
• Casual work attire
• Comprehensive medical, dental and vision benefit
• Strong learning and development plans for your career growth
• International work environment and flat organization