Senior B2B Operations Leader — Large-Scale (500+ Team)

Teleperformance; Kuala Lumpur; On-site; MYR 200,000 - 420,000; Full time

Job summary

Teleperformance Malaysia seeks an experienced Senior Operations Manager – B2B to lead large-scale B2B operations and oversee multi-layer leadership. Drive performance, client satisfaction, and business results across complex operations with a focus on efficiency and strategic workforce management.

The role requires strong leadership, stakeholder engagement, and a proven track record in managing 500+ employees, driving KPIs, and delivering superior service to enterprise clients.

Qualifications

• Bachelor's degree in business or related field.
• 5+ years in operations, preferably in BPO.
• 3–5 years in senior operations leadership managing large-scale teams.
• Experience managing 500+ employees and multiple leadership layers.
• Strong B2B experience in customer service, sales, or enterprise support.

Responsibilities

• Lead large-scale B2B operations with significant headcount.
• Oversee multiple Operations Managers, Team Leaders, and frontline teams with strategic direction.
• Manage large-scale teams across multiple functions, shifts, or business units.
• Own key operational metrics including SLA, AHT, CSAT, NPS, productivity, quality.
• Develop and implement operational strategies to improve performance and efficiency.
• Monitor performance through dashboards, data analysis, and reviews.
• Act as senior contact for B2B clients and stakeholders; manage escalations.
• Lead business reviews and present performance, challenges, and plans to senior management.
• Drive continuous improvement, process optimization, automation, and cost-efficiency.
• Collaborate with WFM, Quality, Training, HR, Finance, IT and other support functions.
• Ensure workforce planning aligns with volumes, forecasts and client requirements.
• Lead succession planning and leadership development for a large workforce.
• Coach Operations Managers to build leadership pipeline.
• Manage operational risks and business continuity.
• Support new business launches and ramp-ups.
• Ensure compliance with policies and regulatory standards.

Skills

Senior leadership

B2B customer service

Stakeholder management

Workforce planning

Operational analytics

Process improvement

Change management

Excel

PowerPoint

Education

Bachelor's degree in Business Administration / Operations

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Teleperformance Malaysia seeks an experienced Senior Operations Manager – B2B to lead large-scale B2B operations and oversee multi-layer leadership. Drive performance, client satisfaction, and business results across complex operations with a focus on efficiency and strategic workforce management.

The role requires strong leadership, stakeholder engagement, and a proven track record in managing 500+ employees, driving KPIs, and delivering superior service to enterprise clients.