Head of Online Operations

Location Malaysia
Job Type Permanent
Salary Competitive + Bonus + Benefits
Reference 25843

You will be working for a small customer focused exciting and young company that is at the forefront of their industry, the ideal candidate will have suitable experience working within a pro-active environment, having a structured, highly methodical approach to operational setups.
The successful candidate will be required to manage 2 separate, customer facing teams at the forefront of their industry.

Key Responsibilities:

  • Full responsibility and accountability of delivering operational targets and KPI’s
  • Developing comprehensive strategies for improving team performance and quality
  • Manage an online Customer Support team through the Customer Support Manager
  • Manage an online Payments and Compliance team through the P&C Manager
  • Ensuring synergy and consistency across digital marketing activities and operational teams
  • Build strong client brand integrity with excellent end customer and user experience ? Be involved in recruitment, staff appraisals and development
  • Build key relationships with other heads of departments to align business strategy
  • Ensure strict compliance requirements are met, improved and enforced internally
  • Report to senior management and other internal stake holders - managing expectations

Experience:

  • Suitable experience in customer facing - online operational management
  • Excellent familiarity within the online market place, including online payment methods
  • Strong background in creating/installing new business processes and SLAs
  • Built and integrated new SOP and contingency plans for client growths in new markets
  • Managed internal staff training and development programmes
  • Used extensively customer account and support management platforms
  • Worked extensively with both online Customer Support and P&C teams
  • Be familiar with and enforced compliance requirements, to ensure all standards are met

Skills & Requirements:

  • Be a strong and inspirational leader to creates leaders
  • Be full of creative ideas and be able to deliver them
  • Be able to deliver precise and clear communication to internal and external stakeholders
  • Be able to pick-up quickly new industries, tools, online payment methods and platforms
  • Needs to be self-starter, reliable and highly motivated
  • Ensure an accurate and careful approach to all tasks
  • Be highly organized, working methodically and transparently
  • Fluent in English – Written and spoken
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