Head of Operations, Small Market

3 weeks ago


Puchong, Malaysia Mercedes-Benz Services Malaysia Sdn Bhd Full time

• To lead and manage OneHub run teams (Collections, Customer Service, Credit, Contract Activation, Contract Management, & Remarketing) and managing the department strategy in line with company strategy.
• Drive operational transformation from federated market setup to consolidated services for operations.
• To ensure optimized processes and systems are available to support efficient and effective daily operations.
• To ensure excellent CSI/DSI results by providing seamless and high quality services to internal/external customers. 
• Lead, motivate and develop employees in order to contribute to GPTW above . 
• The incumbent is not only required to manage a team but also to be actively involved in a constant improvement process as well as in the digitalization of processes as a process owner for all operational processes.
• Additionally companywide business process, policy and business continuity management is part of this role.
• Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for markets in the HUB.
• Manage business analytics for Team Operations and apprise management on a regular basis. Provide 
assistance for critical decision making on customer & operational issues.
• Drive digitisation and innovation within the Operations function in conjunction with HQ standards.
• Manage business relationships with key stakeholders in the markets, HQ and the HUB.
• Assist in escalation and/or decision related to fraud prevention and other checks, including interfacing with 
local market decision makers.
• Ensure development of team through regular assessments and training.
• Responsible for Business Continuity Management for credit and operations processes.
• Ensure support for external audits and develop internal audit mechanism to manage business risk.
• Ensure support & coordination for Operational Transformation (oneOPS & oneCCC)

1. Education 
• B.A./ Masters in Business Management, Business Administration or Banking/Finance or similar
• At least 8 years’ experience in finance industry with strong management experience
• Multiple years of experience in operational and transformational roles in the financial and or automotive industry
• Credit Risk Management experience covering credit decision (corporate, retail wholesale), collections and portfolio analysis necessary
• Broad international and intercultural experience
• Proven professional working experience in business and people management
• Knowledge of local regulations within Asia Pacific markets.
 
2. Competencies
• Expert knowledge of financial products, services, operational processes and Credit Risk Management
• Balanced and strong business decision making skills
• Creative problem-solving skills – Tact and diplomacy, when dealing with difficult situation. Excellent analytical, communication, negotiation and conflict management skills
• Capability to handle uncertainty and balance risk and opportunities
• Leadership oriented and customer centric mind-set
• Lead by example with respect to values, integrity code and compliance
• Openness to other cultures and a highly diverse team which is newly established from different countries
• Advanced level of English skill, Proficiency in Asian languages preferred.
• Project management skills – Strong Influencing skills and clarity of thought on effective project management. Must be able to work in dynamic and tight deadlines to meet the project schedules
• Collaborative approach – for resolving the issues with markets & peers/sub-process areas
• Technical proficiency – Microsoft Office, specifically Outlook E-mail, Excel, MS PowerPoint
• Understanding of Continuous Improvement concepts (Six Sigma, Lean, etc.)
• Experience with matrix driven global organization – Proven track record of building strong relationships with internal and external stakeholders
 
3. Soft skills
• Business Etiquette / Communication / Inter personal relations
• Assertive, decision making and result orientation
• Effective delegation and Supervision
• Team Management, highly motivated and inspired team.
• Problem Solving approach
• Challenges people to top performance
• Alignment with Vision, Strategy and Goals of the department / organization
• Execution of decision and delivering superior results
• Proactive approach to challenge the status –quo



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