Services Operations Manager

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Manager & Professionals
Job Code: 1639

Job Responsibilities

We are looking for an experienced support manager who can bring in both strategic and operational abilities to advance our current capabilities. You will be working together with a team who will be helping you out to manage support relations for Razer. Some of the roles and responsibilities that are expected of you:
  • Manage Razer customer care support operations team to achieve desired NPS and KPI goals.
  • Perform as functional lead between call center and internal support organization.
  • Coordinate all vendor management tasks and implementations with internal team.
  • Identify, implement, and enhance productivity and efficiency associated with service support operations.
  • Establishes processes, procedures for attaining goals and objectives in broad areas of work.
  • Identify, implement, and improve continuously workflow processes, methods, and processes for services support operations.
  • Support to explore expansion across new business lines, across various channels and regions.
  • Track, monitor and analyze team performance and generate reports on day-to-day operations.
  • Handle any other operational issues and assist to manage project implementations and timelines with vendors and merchants on an as needed basis.
  • Familiar with all contact center operation metrics to administer and improve performance and efficiency.
  • Able to operate with minimal supervisory and directions and to build fast-growing operations from ground up in a fast-pace environment.
  • Consistent exercise of independent and discreet judgement and decision making.
  • Possess organizational, priority-setting, deadline management, persuasion, and follow-through skills.
  • Other duties and responsibilities as assigned.

Pre-Requisites

Bachelor’s degree or equivalent.
  • Minimum of 7 years of experience in operations or call center environment, handling support for customers in digital banking or FinTech industry.
  • Experience in high volume BPO or Call Centre environment is advantageous.
  • Strong background in e-money and credit card acquisition and process.
  • Exceptional critical thinking and technical problem-solving skills.
  • Language skills: Fluent English and Mandarin is a must, any other local languages a plus.
  • Proficient in MS Office applications – Excel, PPT
  • Proficient in data analysis.
  • Ability to generate reports from multiple data sources for operational needs.
  • Familiar with software and applications used in contact center daily operations i.e. Oracle, Power BI, etc.
  • Ability to lead, guide and motivate team members to achieve desired results.
  • Good interpersonal skills. Ability to work across different internal departments as well as manage good relationships with merchants.
  • Someone who can thrive in a fast-paced environment, possess a high level of intellectual curiosity and a focus on generating results.
  • Excellent communication and presentation skill set.
  • Ability to work in a team environment.
  • Ability to work under pressure.
  • Ability to multi-task and at the same time, has a good attention to detail.
  • Eager to learn new technologies, products, and programs.
  • Gamers welcomed