Senior Operations Manager - BPO Industry - Mandarin Speaker
Arvion Services Sdn Bhd Kuala Lumpur Full-time
Bachelor's degree or equivalent qualification is required.
- Proficiency in Mandarin and English is mandatory.
- Minimum 10+ years of experience in operations, preferably within BPO/ITES or customer service industries.
- At least 7+ years of people management experience, including managing managers and large teams.
- Minimum 2+ years of experience in Fraud & Risk Operations (Senior Manager level), ideally within payment systems (chargebacks, disputes, fraud investigations, escalations).
- Strong analytical, problem-solving, and decision-making skills.
- Proven ability to manage multiple workflows in a fast-paced, global environment.
- Excellent communication and stakeholder management skills.
- Ability to work effectively in ambiguity and rapidly changing environments.
- Experience in social media, fintech, or digital platform operations is an advantage.
- Strong cultural awareness and ability to work across global markets.
- Proficiency in English and Mandarin is highly preferred.
- Experience in client relationship management and business growth initiatives.
- Proven track record of driving operational transformation and continuous improvement.
- Lead end-to-end operations ensuring delivery against SLAs, quality standards, and client expectations.
- Oversee fraud and risk operations including customer complaints, appeals, chargebacks, and high-risk transaction analysis.
- Drive operational performance, productivity, and continuous improvement across multiple teams and workflows.
- Manage and develop Managers, Team Leaders, and large frontline teams to ensure high engagement and low attrition.
- Identify operational risks and implement proactive solutions to prevent service disruptions.
- Analyze operational trends and provide data-driven insights to influence business strategy.
- Ensure compliance with SOPs, policies, and regulatory requirements across all processes.
- Partner with clients and stakeholders through governance, reporting, and escalation management.
- Lead transition and expansion initiatives, ensuring smooth setup and scalability of operations.
- Collaborate with global cross-functional teams to solve complex operational challenges.
- Protect client ecosystems by ensuring fraud prevention, risk mitigation, and policy compliance.
- EPF
- SOCSO
- Annual Leave
- Annual Bonus
- 5 Working Days
- Performance Bonus
- Medical and Hospitalisation Leave
- Medical Insurance
Arvion ServicesKuala Lumpur
Job Overview:
We are seeking an experienced Senior Operations Manager to lead Fraud & Risk Operations within a fast-paced BPO/Customer Experience environment. This role is responsible for end-to-end service delivery, operational governance...
Arvion Services Sdn BhdKuala Lumpur
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