Business Operation Manager, Malaysia

PT Trinusa Travelindo; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

PT Trinusa Travelindo is looking for a Business Operation Manager to lead strategic planning and operational efficiency in Malaysia. This role involves managing BPO performance, fostering a customer-centric culture, and ensuring high service quality standards. The ideal candidate has significant experience in operations management and a proven track record of leading teams in a dynamic environment. Join a leading company in the travel industry that is committed to innovation and excellence in customer service.

Qualifications

• Minimum 5 years of experience in operations management, preferably customer service.
• Demonstrated leadership experience in developing high-performing teams.
• Strong knowledge of complaint & recovery management or sales & marketing.

Responsibilities

• Develop operational strategies focusing on the MY market.
• Manage performance of BPO partners to meet standards.
• Lead and coach team members for professional growth.

Skills

Customer Satisfaction Management

Analytical Skills

Strategic Planning

Leadership

Communication Skills

Education

Bachelor's degree in any major

Degree in Science, Technology, Engineering, Mathematics, or Management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Business Intelligence tools

CRM Tools

Tableau

Salesforce

Job description

Business Operation Manager, Malaysia page is loaded

Business Operation Manager, Malaysia

Apply locations Malaysia - Local Office time type Full time posted on Posted 30+ Days Ago job requisition id R0006380

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

• Strategic Planning : Develop and execute an operational strategy and business plan for delivering exceptional services, focusing on the unique requirements of the MY market and ensuring alignment with the overall Customer Care Operations Strategy.
• BPO Partner Management : Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, capacity planning, and cost/benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.
• Performance Management : Manage and monitor BPO performance to achieve key metrics and standards. Identify and implement opportunities for continuous improvement to enhance operational efficiency.
• Performance Monitoring : Oversee team performance across all levels, taking corrective action to address performance gaps and fostering a culture of accountability and excellence.
• Operational Planning : Develop and maintain comprehensive operating plans focusing on service quality and operational efficiency to achieve company objectives.
• Quality Assurance : Ensure adherence to quality monitoring standards, focusing on metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• T alent Development : Partner with the training team to develop learning initiatives, foster a high-performing contact center workforce, and drive a customer-centric focus across the team.
• Team Leadership : Monitor and coach team members regularly, providing performance evaluations and fostering professional growth in collaboration with the People Ops team.
• Collaboration : Act as a liaison between customer care and key teams such as marketing, copywriting, and product development to ensure a seamless customer experience tailored to the MY market

Requirements

• Bachelor's degree in any major from a top university. Degrees in Science, Technology, Engineering, Mathematics, or Management are preferred.
• Familiarity with handling MY customers and understanding their cultural preferences and expectations.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotel, travel agents)
• Experience in managing BPO performance
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions
• Strong strategic planning and execution skills.
• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency. Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc
• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.
• Experience working with premium or VIP customers is highly desirable.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’.

With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.

Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.