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Operations Manager

3 weeks ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Gratitude Inc.** is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA for now. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have urgent hiring for an **Operations Manager who is a native Japanese speaker **with proven experience in the same role for our BPO Partner located in **Cyberjaya.**

**Position Title**: Operations Manager
**Location**: Cyberjaya, work onsite
**Work Schedule**: Rotational
**Salary**:15K to 17K MYR

**Responsibilities**:

- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
- Establishing and managing relationship with stakeholders
- Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation & 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 work schedule of staff and absences.
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & 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 & mentor Team lead so that they are able to manage their teams better
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- Performance management through top Quartile, Middle 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 specific business assigned.

**Qualifications**:

- Must be a native Japanese speaker
- Fluency in English (Speaking, listening, writing and reading). working 100% English.
- University or college graduate
- Experience in managing team (up 50HC) more than 3 years
- Working under the pressure
- Amenable to work 5 days, 2 days off per week ( depend on the Operations schedule)

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

APPLY NOW

**Salary**: RM15,000.00 - RM17,000.00 per month

**Benefits**:

- Health insurance

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you a native Japanese speaker?
- Are you fluent in English?
- Do you have experience in managing team (up 50HC) for more than 3 years?
- Do you have experience in CS/BPO/Sales/Client relationship?
- Are you confident in your communication skills?
- Are you amenable to work onsite in Cyberjaya for our BPO partner?
- Last drawn salary
- Salary expectation
- Are you amenable to work on a rotational schedule?
- Notice period
- WhatsApp number for faster communication once shortlisted