Operations Manager

5 months ago


Cyberjaya, Malaysia Gratitude Inc. Full time

**Role**:Any Other

**Timings**:Flexible (Permanent)

**Industry**:Other

**Work Mode**:Work from office

**Functional Area**:Any Other

Key Skills: Human Resource Management Management Performance Management Team Management Team LeadingLocation: Cyberjaya

Rotational Shifts

Salary : 15-17k MYR
- Responsibilities:
- Managing the operations seamlessly, ensuring timely SLA delivery, and maintaining

high level of employee and customer satisfaction
- Establishing and managing relationships with stakeholders
- Oversight of team: organizes resources, sets goals, and carries out strategy from Executives

and client on a day-to-day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation and communication plan
- To ensure team members achieve agreed standards in relation to their job assignments.
- To ensure training of new staff on the corporate policy rules to be adhered to
- To ensure that the buddy system is put in place to maintain the operation with mínimal

disruption in times of annual leave, sick leave, study leave and daily working hour schedules
- To monitor and document the work schedule of staff and absences.
- Build strong partnership with the client by growing and nurturing the existing relationships

to ensure operational cohesion and an effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations from the teams

and provided updates
- Ensure that all audit-related issues are brought to a close
- Identify and drive continuous improvements and initiatives in process
- Coach and mentor Team lead so that they are able to manage their teams better
- Hiring of leads and managers, training, inductions, employee and client satisfaction scores;
performance Appraisals and attrition management
- Performance management through top-quartile, middle-quartile, and bottom-quartile segregation

and identifying training and coaching needs.
- To ensure that all internal customer queries are followed up on a timely basis
- Collaborate with internal teams.
- To be the key contact for all problems and queries with the specific business assigned.

Requirement:
- Working under pressure
- Fluency in English (speaking, listening, writing, and reading). working 100% in English.
- A university or college degree is required.
- English has to be advanced.
- Experience in managing team (up to 50 HC) more than 3 years
- Able to work 24/7, shift time will follow client demand (No fixed shift)
- Working 5 days, 2 days off per week (depending on the Ops schedule)



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