Teleperformance

Outsourced customer experience management services

Operations Manager - Customer Service

Customer SupportPosted on Nov 5

Full-timeBangkok, ThailandNo salary listedIn-person

About the Job

Requirements

A Bachelor’s degree or equivalent diploma is required.
At least 2 years of people-management experience as a Senior Manager in Fraud and Risk Operations in a payment system, including fraud chargebacks, customer complaints, and escalations.
At least 10 years of operations experience, preferably in the BPO/ITES industry.
At least 7 years of people-management experience, including managing managers.
Strong analytical and problem-solving skills are required.
Experience managing large and diverse teams across multiple workflows in a fast-paced environment, with the ability to handle rapid change and ambiguity, is required.
Experience in a complex, fast-paced environment and adaptability to changing conditions are required.
Excellent written and verbal communication skills are required.
Empathy for social community platform users and commitment to providing an exceptional user experience and outstanding support are required.
A desire to develop team members and participate in global operations, design effective business operations, and solve complex problems is required.

Responsibilities

Manage overall performance and governance of Statements of Work with Vendor Account Management and Business Development, and manage day-to-day operations in accordance with SOW requirements and service-level agreements.
Identify and resolve service-delivery issues promptly, implement preventative measures, and manage transitions during setup or expansion phases.
Establish the vendor infrastructure needed to perform the services, including technology, financial, human resources, security, facilities, and communication resources.
Install service-delivery processes and service-level reporting mechanisms.
Manage, mentor, and support career development for Managers, Team Leads, and Agents to promote low attrition and high employee engagement; timely flag and escalate business risks to the client and stakeholders.
Lead Managers and drive process delivery and excellence through consistent monitoring and critical input.
Investigate customer complaints and appeal cases from the business line, including appeal documentation, user analysis, and trend analysis.
Review completed high-risk-flagged transactions manually to assess potential fraud and share fraud trends with the fraud strategy team; follow chargeback standard operating procedures and requirements for representment cases.
Guide the team to complete chargeback cases within service-level agreements and prescribed timelines, ensuring representment documents are correctly gathered and matched to the chargeback reason.
Provide mentorship, guidance, and career development to direct reports and other team members; lead the team through a transition to strengthen problem-solving, critical-thinking, analytical, and technical capabilities.
Establish team goals and execution strategies with direct reports, measure progress, and share results.
Deliver projects involving quantitative analysis, industry research, and strategy development, working with global cross-functional teams to develop analytical approaches and solutions.
Identify actionable insights, recommend actions, and influence team strategy through effective communication.
Protect the client’s ecosystem, prevent fraudulent activity, enforce terms of service and policies, and ensure compliance across a global user base.
Drive Managers and Operations teams to deliver value-added work, continuous improvements, and productivity and quality gains.
Execute client and leadership directions and decisions through the change-management process.
Maintain effective client relationships through proactive communication, plans of action, and closed-loop follow-up.

Desired Qualifications

High cultural awareness of political and social situations is preferred.
Proficiency in English is preferred.
Build positive relationships with clients to create new business opportunities.
Identify potential process risks and improvement opportunities and suggest solutions.

Qualifications

Requirements:

Bachelor’s degree or equivalent diploma
Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity
Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment System that includes Fraud chargebacks, Customer Complaints and Escalations too.
Strategic thinker with strong analytical and problem-solving skills
10+ years of experience in operations, preferably in BPO/ITES industry
7+ years of people management experience, including managing managers, and a strong desire to develop team members
Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members

Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment
Excellent written and verbal communication skills

Preferred Requirements:

Having high cultural awareness of political and social situations is a plus!
Proficiency in English
Build a positive relation with Client in order to create new business opportunities
Identify potential risks and opportunities of improvement in the process and suggest solutions

Responsibilities

Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development). Manage the day-to-day operations in accordance with requirements and SLAs set out in SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.
Provide exceptional people management, mentorship and career development to members of the team, including Managers, TLs, and Agents, achieve low attrition levels and high employee engagement. Flag and escalate business risks timely to the Client and Stake holders.
Lead the group of Managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.
Ability to Deep Dive on customer complaints and appeal cases received from business line including user appeal document, user analysis and trend analysis.
Ability to Deep Dive on completed transactions that being flagged with high-risk flag for post manual review to evaluate if is a potential fraud, and instantly share fraud trend to fraud strategy team. Strictly following chargeback operation standard SOP and requirement to handle representment case.
Ability to guide the team on completing the chargeback cases within SLA/Pre-set time given, ensuring all the representment documents are gathered correctly and match the case with chargeback reason.
Provide mentorship, guidance and career development to direct reportees and members of their team. Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
Protect Clients ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions
Drive Managers and Operations teams to deliver value adds, continuous improvements, and productivity/quality gains.
Streategize and execute Client/Leadership directions and decisions following the change management process.
Mantain an effective Client relationship with proactive communication followed by POA and closed loop

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

Recently Posted Jobs

Explore more opportunities at Teleperformance

See more jobs