Business Process Outsourcing Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia McCalla Integrative Full time 84,000 - 120,000 per year

Business Process Outsourcing (BPO) Manager

DEPARTMENT : Business Support Solutions (BSS)

LOCATION: KL Sentral, Kuala Lumpur

REPORTING TO: Head of Business Support Solutions

JOB OVERVIEW

The Business process Outsourcing Manager oversees the operational framework that enables the company's Offshoring services to function efficiently. The Business Support Solutions (BSS) division provides operational delivery across Legal, Finance, and Compliance domains — including data management, document handling, quality assurance, and reporting support.

This role involves building structure and governance for workforce planning, reporting, training coordination, and process optimization across multiple workstreams supporting business operations. The ideal candidate will have experience establishing operational systems from the ground up and ensuring consistent communication and performance alignment between Kuala Lumpur teams and management.

ROLES & RESPONSIBILITIES

1) Operational Oversight

  • Provide day-to-day management of business operations and administrative functions to ensure delivery efficiency.
  • Design and implement operational frameworks, trackers, and performance dashboards.

2) Workforce & Capacity Management

  • Develop and maintain headcount plans, attendance trackers, and utilization reports.
  • Collaborate with HR and Recruitment to manage hiring forecasts, training schedules, and attrition analysis.

3) Process Governance & Compliance

  • Standardize workflows and ensure all processes are properly documented.
  • Monitor accuracy, turnaround times, and quality benchmarks to meet business requirements.

4) Training & Knowledge Management

  • Coordinate onboarding for new hires and organize cross-training within teams.
  • Maintain updated training materials and knowledge repositories.

5) Reporting & Analytics

  • Consolidate weekly and monthly production, quality, and performance reports.
  • Present operational insights and improvement recommendations to leadership. Stakeholder Engagement.
  • Act as liaison between Malaysia operations and business leadership.
  • Support clear communication, escalation management, and alignment on performance expectations.

QUALIFICATIONS & REQUIREMENTS

  • Bachelor's Degree in Business Administration, Operations, Management, or a related field.
  • Minimum 5 years' experience in BPO, shared services, back-office operations, or process management.
  • Prior experience in insurance operations, AML/KYC, visa processing, banking operations, or legal process outsourcing (LPO) is strongly preferred.
  • Strong proficiency in Microsoft Office, particularly Excel and PowerPoint.
  • Excellent communication, analytical, and stakeholder-management skills.
  • Ability to multitask, work under pressure, and lead teams effectively.
  • Keen attention to detail with a structured and process-driven mindset.

BENEFITS

  • Competitive salary and performance-based incentives.
  • Flexible working hours with occasional remote work options.
  • Health and wellness coverage, including medical insurance.
  • Professional development and certification support.
  • A vibrant, inclusive work culture that encourages growth, innovation, and collaboration.
  • Indicative compensation range:
    RM7,000 – RM10,000 per month, benchmarked against current shared-services market standards in Malaysia.
    (Final package will be determined based on experience, skillset, and internal alignment.)

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