Senior B2B Operations Leader - Scale & Impact

TP; Kuala Lumpur; Sur place; MYR 180 000 - 300 000; Plein temps

Résumé du poste

TP is seeking an experienced Senior Operations Manager – B2B to lead large-scale B2B operations and oversee multi-layered leadership. You will drive performance, ensure client satisfaction, and deliver business results across complex operations.

You will manage multiple Operations Managers and frontline teams, own key metrics, develop strategies to improve efficiency, monitor dashboards, and maintain strong relationships with B2B clients.

Qualifications

• Bachelor's degree in business, management, operations or related field.
• 5+ years of experience in operations, preferably in BPO.
• 3–5 years in senior operations leadership managing large teams.
• Experience managing 500+ employees.
• Strong client management and senior stakeholder engagement.
• Proficient in data analysis and reporting.

Responsabilités

• Lead and manage large-scale B2B operations with a significant headcount, ensuring smooth and efficient day-to-day service delivery.
• Oversee multiple Operations Managers, Team Leaders, and frontline teams, providing strategic direction and ensuring strong leadership accountability.
• Manage large-scale teams across multiple functions, shifts, or business units, ensuring appropriate workforce deployment and operational coverage.
• Own key operational metrics including SLA, AHT, CSAT, NPS, productivity, quality, adherence, and service level.
• Develop and implement operational strategies to improve performance, productivity, efficiency, and customer satisfaction.
• Monitor business performance through operational dashboards, data analysis, and regular performance reviews.
• Act as a senior point of contact for B2B clients and stakeholders, managing escalations and maintaining strong business relationships.
• Lead regular business reviews and present operational performance, challenges, action plans, and improvement initiatives to senior management and clients.
• Drive continuous improvement, process optimization, automation, and cost-efficiency initiatives across the operation.
• Work closely with WFM, Quality, Training, HR, Finance, IT, and other support functions to ensure operational excellence.
• Ensure workforce planning and resource allocation are aligned with business volumes, forecasts, and client requirements.
• Lead performance management, succession planning, and leadership development for a large operational workforce.
• Coach and mentor Operations Managers and Team Leaders to build a strong leadership pipeline and high-performing teams.
• Manage operational risks, critical escalations, business continuity, and client-impacting issues effectively.
• Support new business launches, transitions, migrations, ramp-ups, and expansion of large-scale B2B programs.
• Ensure compliance with company policies, client requirements, regulatory standards, and data protection requirements.

Connaissances

Operations leadership

BPO experience

Stakeholder management

Analytical thinking

Leadership

Communication skills

Workforce planning

Process improvement

Excel

PowerPoint

Formation

Bachelor's degree in Business Administration / Management / Operations

Outils

Excel

PowerPoint

Description du poste

TP is seeking an experienced Senior Operations Manager – B2B to lead large-scale B2B operations and oversee multi-layered leadership. You will drive performance, ensure client satisfaction, and deliver business results across complex operations.

You will manage multiple Operations Managers and frontline teams, own key metrics, develop strategies to improve efficiency, monitor dashboards, and maintain strong relationships with B2B clients.