Senior Operations Manager

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, and client management across complex workflows including fraud detection, chargebacks, complaints, and high-risk transaction reviews.

What Will You Do:

• 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.

What Makes You A Good Fit:

• 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.

What We Offer:

• Leadership role in a global-scale operations environment.
• Opportunity to work on high-impact fraud and risk programs.
• Strong career progression pathway toward Director-level roles.
• Exposure to international clients and cross-functional teams.
• Fast-paced and performance-driven environment.