Senior Operations Manager

1 month ago

Jakarta, Indonesia Dion Full time

**INTRODUCTION**

Our client is a leading global BPO provider specializing in Contact Center operations, Digital Marketing, and Engineering Solutions. With a strong presence across multiple regions, the company is dedicated to delivering exceptional service and fostering an employee-focused environment. Known for its commitment to innovation and operational excellence, the company partners with clients to achieve transformative results.

**ABOUT THE ROLE**

**HIGHLIGHTS**

**Skills**:

- Proven experience in managing large-scale BPO operations.
- Fluency in English (proficiency gained through overseas study or equivalent experience).

**Competencies**:

- Strong leadership and decision-making skills.
- Advanced problem-solving and analytical abilities for data-driven decision-making.
- Adaptability and flexibility to align with social commerce demands.

**Knowledge**:

- Comprehensive understanding of BPO operations, e-commerce, and social commerce services.
- Experience in financial forecasting and P&L management.

**OBJECTIVES**
- Drive operational excellence and efficiency across multiple projects.
- Build and maintain strong client relationships, ensuring satisfaction and long-term partnerships.
- Drive initiatives to enhance operational efficiency and service delivery within e-commerce and social commerce contexts.

**RESPONSIBILITIES**

**Core Responsibilities**:

- Manage daily operations and maintain financial performance by tracking and forecasting P&L.
- Collaborate with clients to align objectives and deliver high-quality service.
- Provide leadership to operations teams, ensuring smooth project delivery and adherence to KPIs.
- Identify and address challenges across the service program, ensuring effective solutions.
- Conduct quality evaluations and provide actionable insights to improve operational efficiency.

**Additional Responsibilities**:

- Act as a primary point of contact for client communications and feedback.
- Track and report on key operational metrics, providing regular updates to senior leadership and clients.
- Foster strong collaboration between internal teams and clients.
- Align operations with e-commerce and social commerce business objectives, adapting strategies to meet dynamic market demands.
- Oversee training and quality improvement initiatives tailored for social commerce services.

**REQUIREMENTS**

**Must-Have**:

- Minimum of 5 years of experience in BPO operations, with a proven track record of handling large teams and achieving results.
- At least 3 years of experience in a client-facing role, preferably as a Senior Operations Manager.
- Fluency in English, supported by experience such as overseas study or working in a multicultural environment.
- Knowledge of e-commerce or social commerce operations.
- University degree and higher education.

**Nice-to-Have**:

- Experience in client relationship management and financial performance tracking.

**Behavioral Competencies**:

- Ability to thrive in a fast-paced, multicultural environment.
- Strong interpersonal skills to manage diverse teams and build client relationships.

**DETAILS**

**Reporting Line**:Japanese Account Manager.

**Team Management**:Operations Managers, Operations Team Leaders, and related teams.

**Compensation**:Competitive salary with benefits during the probation period, including housing support.

**Nationality**:Open to any nationality eligible to work in Indonesia

**Benefits**:

- Full social and health insurance.
- Multinational work environment with opportunities to collaborate with global teams.

**Engagement Type**: Full-time.

**Working Location**: Jakarta, Indonesia

**Working Time**: Normal working hours

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