Job brief

VP of Operations responsibilities includes designing policies, overseeing customer service, and implementing financial service technology solutions. You should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business and processes. If you’re also committed to productivity and compliance, we’d like to meet you.

Ultimately, you’ll ensure our operations and after-sales customer excellence service to run smoothly and that people are productive.

Detail Responsibilities:

§ Formulate business strategy with others in the executive team

§ Design policies that align with overall strategy and ensure overall improvement based on feedback from various groups including customers, other verticals, partners etc

§ Implement efficient processes and standards, while having a sight of continuously improving them based on feedback

§ Coordinate customer service operations and find ways to ensure customer retention

§ Ensure compliance with local and international laws (e.g. data protection)

§ Oversee the implementation of technology solutions throughout the organisation

§ Manage contracts and relations with customers, vendors, partners and other stakeholders

§ Evaluate risk and lead quality assurance efforts and work closely with risk team, sales team

§ Ensure smooth and constant cross-collaboration between sales, marketing, product, risk and technology team

§ Oversee expenses and budgeting to help the organisation optimise costs and benefits

§ Mentor and motivate teams to achieve productivity and engagement

§ Report on operational performance and suggest improvements

§ Improve customer service experience - voice and non-voice, create engaged customers and facilitate organic growth.

§ Manage company’s ORM via Google Playstore reviews, Facebook reviews and other relevant platforms

§ Take ownership of customers issues and follow problems through to resolution.

§ Set a clear mission and deploy strategies focused on that mission

§ Continually review and evolve the processes, policies and standards for customer experience.

§ Keep accurate records and document customer service actions and discussions

§ Analyse statistics and compile accurate reports, including Query to Resolution TAT, Average Call Handling Time etc.

§ Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

§ Keep ahead of the industry’s developments and apply best practices to improvement areas, including implementing the chatbot and other technologies.

§ Control resources and utilise assets to achieve qualitative and quantitative targets

§ Manage key KPIs like CSAT, NPS scores and churn rate.

 

Requirements:

§ Proven experience as VP of Operations & enterprise customer excellence, Operations Director or similar leadership role

§ Familiarity with all business functions including HR, finance, marketing, sales, supply chain and IT

§ Experience with implementing IT systems

§ Knowledge of data analytics and reporting

§ Good with numbers and financial planning

§ Outstanding communication and negotiation skills

§ Excellent organisational and leadership ability

§ Analytical mind

§ Problem-solving aptitude

§ Upto 15 years of experience in operations and customer excellence in a leadership position including handling Customer Service team

§ Experience in providing customer service support

§ Excellent knowledge of management methods and techniques

§ Proficiency in English - written and verbal

§ Working knowledge of customer service software, databases and tools

§ Awareness of the industry’s latest technology trends and applications

§ Ability to think strategically and to lead

§ Advanced troubleshooting and multi-tasking skills

§ Customer service orientation