Mandarin-Speaking Contact Center Leader

Teleperformance; Malaysia; Remote; MYR 240,000 - 360,000; Full time

Job summary

Teleperformance in Malaysia is seeking a Senior Manager to lead Fraud and Risk Operations within payment systems. You will oversee large cross-functional teams across multiple workflows, ensure compliance with SOWs, and drive process improvements while mitigating risk.

You will mentor managers and agents, manage international delivery, and champion a high-performance culture across a fast-paced BPO environment.

Qualifications

• Bachelor’s degree or equivalent diploma.
• Dynamic leader with experience managing large, diverse teams across multiple workflows.
• 2+ years of people management in Fraud and Risk Operations in payments.
• 10+ years in operations, preferably in BPO/ITES.
• 7+ years of people management including managers.
• Empathy for platform users and commitment to superior support.
• Ability to operate in a global, fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency in English; multilingual ability is a plus.

Responsibilities

• Manage performance and governance of Statements of Work with vendors.
• Oversee day-to-day operations per SOW requirements and SLAs.
• Identify and resolve service delivery issues; manage transitions.
• Establish vendor infrastructure and service delivery processes.
• Provide mentorship and career development to Managers, TLs and Agents.
• Lead groups of Managers to drive process delivery and improvements.
• Deep dive into customer complaints, appeals, and fraud trends.
• Ensure representment documents match chargeback reasons and timescales.
• Guide team on completing chargebacks within SLA; maintain accuracy.

Skills

People management

Fraud awareness

Strategic thinking

Analytical skills

Leadership

Multi-lingual

Communication

Education

Bachelor’s degree or equivalent diploma

Job description

Teleperformance in Malaysia is seeking a Senior Manager to lead Fraud and Risk Operations within payment systems. You will oversee large cross-functional teams across multiple workflows, ensure compliance with SOWs, and drive process improvements while mitigating risk.

You will mentor managers and agents, manage international delivery, and champion a high-performance culture across a fast-paced BPO environment.