Senior B2B Operations Lead: Large-Scale Impact

TP; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

TP is seeking an experienced Senior Operations Manager – B2B to lead large-scale B2B operations and oversee high-volume teams in Kuala Lumpur. The role focuses on driving operational performance, managing multiple leadership levels, and delivering business results for our clients.

The successful candidate will drive continuous improvement, manage key metrics such as SLA, CSAT, NPS, and productivity, and collaborate with WFM, Quality, Training, HR, Finance, IT and other support functions to

Qualifications

• Bachelor's degree and 5+ years in operations (BPO preferred).
• 3–5 years in a senior operations leadership role managing large teams.
• Experience managing large headcount operations (500+ employees).
• Strong background in B2B customer service, sales, or enterprise account management.
• Proven ability to meet KPIs, service levels, and customer satisfaction.
• Proven client management and senior stakeholder engagement.
• Strong analytical and problem-solving skills for data-driven decisions.
• Experience with workforce planning, productivity and cost optimization.
• Leadership, communication, and people-management strengths.
• Experience in process improvement and change management.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.

Responsibilities

• Lead large-scale B2B operations with a significant headcount and ensure smooth day-to-day service delivery.
• Oversee multiple Operations Managers and frontline teams, providing strategic direction and accountability.
• Drive performance metrics like SLA, AHT, CSAT, NPS, and productivity across the operation.
• Develop and implement strategies to improve performance, productivity, and customer satisfaction.
• Monitor business performance via dashboards, data analysis, and regular reviews.
• Act as senior contact for B2B clients and stakeholders, handling escalations.
• Lead business reviews and present performance, challenges, and action plans to management.
• Collaborate with WFM, Quality, Training, HR, Finance, IT to ensure excellence.
• Support new business launches, transitions, ramp-ups, and expansions.
• Ensure compliance with policies, client requirements, regulatory standards, and data protection.

Skills

Leadership

Stakeholder management

Data analysis

People management

Communication

Problem-solving

Process improvement

Change management

Education

Bachelor's degree in Business Administration, Management, Operations, or related

Tools

Excel

PowerPoint

Job description

TP is seeking an experienced Senior Operations Manager – B2B to lead large-scale B2B operations and oversee high-volume teams in Kuala Lumpur. The role focuses on driving operational performance, managing multiple leadership levels, and delivering business results for our clients.

The successful candidate will drive continuous improvement, manage key metrics such as SLA, CSAT, NPS, and productivity, and collaborate with WFM, Quality, Training, HR, Finance, IT and other support functions to