Head of Business Operations

Shah Alam   40000 Malaysia
Sales & Customer Services
Full Time
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About the position

We are on a look out for a dynamic Head of Business Operations to further maximize & drive our business operating capabilities

You are: (personality / competencies etc)

  • An engaging personality with the ability to develop and maintain strong relationships with internal as well as external stakeholders
  • Excellent negotiation skills
  • High degree of intellectual curiosity and drive for continuous improvement
  • Proactive and has a strong sense of urgency
  • Resourceful and creative in finding solutions
  • Meticulous and detailed in nature, analytical and systematic in approach
  • Goal-oriented and organized
  • Strong sense of control and compliance

Your Responsibilities:

  • Strategize, develop and execute plans for Business Operations and CCEB (Contact Centre Enterprise Business), taking into account changing business needs. This includes managing internal and external stakeholders/partners in the development of the section into productive, efficient, and effective operations.
  • Responsible to ensure that the Business Operation team support the end-to-end customer activation by direct sales team and business channel. The person needs to ensure the right KPIs assigned per sales direction, ensure accountability and execution on timeline. Quality is important to ensure ease of activation.
  • Training and audit are required to ensure standard processes across with existing team, region and newbies.
  • Execution and assessment of current processes to drive simplification and digitization. Drive paperless approach and mobility
  • Lead the business operations team to support our vision to go full digital internally: ordering, processing, customer add/upgrade and external services offering to our customer (digital POS, HR, O365)
  • End-to-end support in order processing, ensuring customer line/devices activated, hence freeing sales teams to just focus on acquisition, retention and servicing customers. Continuous improvement in reduction of unnecessary paperwork or documents and data entry.
  • Drive operational excellence in Business Operations through strength in team motivation and management, ability to balance between business demands and team sentiment and motivation.
  • Champion compliance to agreed business policies and procedures, ensuring all operational processes are executed in accordance with applicable rules, guidelines, and policies. Such rules, guidelines and policies may change from time to time, where the incumbent must be agile enough to ensure effective execution down the chain of command.
  • Work together with other section heads to drive higher productivity, quality in submission and revenue & gross lines attainment.
  • Monitor Credit and Collection activities related to Business customers periodically, working closely with Collection teams to continuously improve collection performance and address credit issues as they may arise.
  • Drive customer service excellence in CCEB Inbound and Outbound services, providing effective and efficient support to Business customer needs.
  • Team talent development and retention. Performance management and coaching

Your Merits:

  • Lead or manage operational team(s), preferably with experience in managing customer journeys
  • 10-15 years experience in business operations from large conglomerate
  • Hands-on experience in end-to-end operations preferably in complex processes with multiple systems and internal and external stakeholders in the value chain.
  • Experience in driving operational excellence, preferably through digitalization and process simplification
  • Hands on experience in credit management is advantageous
  • Excellent negotiation skills
  • Excellent networking, interpersonal skills and stakeholder management
  • Adaptable and resourceful. Able to work independently to find solutions to challenges.
  • Strong organizational skills, work ethics and team management, including the ability to manage multiple activities and priorities effectively