What will you do

• Ensure all day-to-day operations comply with the regulatory and internal requirements and are carried on in an appropriate, cost effective manner

• Build a driven team of operation agents who are customer obsessed.Equip them with the right competencies,radically simple and effective processes,and the right tools to fulfil our service promise

• Form Strategic Partnership to provide operation level support where it is more optimal to do so Manage relationships with key operations vendors and provide oversight to ensure regulatory compliance, adherence to service standards agreed with business

• Perform quality controls and monitor production KPIs

• Leverage on technology to drive high degree of digitalisation and scalability

• Use advanced data analytics to forecast capacity needs, explore operations issues/opportunities, uncover insights and/or identify targeted areas for efficiency improvement and risk mitigation

• Be the customer advocate. Escalate any service / delivery break and take the lead with cross functional teams to deliver effective resolution.

• Collaborate closely with cross functional teams to iterate the journeys and continually deliver a delightful experience that directly addresses their challenges

• Analyse potential pitfalls across the process cycle for product launches and system roll out

• Drive higher degree of effectiveness of control measures. Use big data analysis to discover patterns and potential hot spots

The must haves:

• Proven work experience as Operation Manager or similar role

• Experience in forecasting and budgeting

• Strong foundation in business continuity planning and crisis management and experience applying them

• A thorough understanding of the latest process enhancement strategies and experience applying them

• A sharp eye for identifying weak points in processes and organizational structures.

• A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthe their insights

• Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation

• Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment

• Leadership and mentoring skills

• Confidence in your abilities to lead organizational change