Senior Manager, Operations Intelligence

Invoker Labs; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the crypto space is seeking a strategic analyst to drive data-informed decision-making within Global Business Services. This role involves analyzing customer interactions, improving process efficiencies, and collaborating across functions to enhance operational performance. Join us for a competitive salary and generous benefits including performance bonuses, meal allowances, and robust opportunities for professional growth and development.

Benefits

Competitive salary plus yearly performance bonus

Meal allowance up to RM 500/month

Monthly team-building activities

Annual benefits of RM 2500 for training and wellness

Convenient location, just 5 minutes walk from MRT TRX

Opportunities for growth and skill development

Employee engagement and recognition programs

Multinational environment for diverse interactions

Qualifications

• Significant experience in operations analysis or project impact analysis.
• Strong analytical skills with a track record of impactful recommendations.
• Collaborative mindset to influence cross-functional teams.

Responsibilities

• Conduct weekly analysis of operational data to monitor trends.
• Prepare impactful executive reports summarizing insights and risks.
• Collaborate with stakeholders to address operational pain points.

Skills

Data Analysis

Problem Solving

Communication

Education

Bachelor’s degree in Business Analytics

Advanced degree preferred

Tools

Power BI

Tableau

SQL

Job description

Who We Are

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and has become one of the largest platforms in the world. We have developed a widely used Web3 wallet that enables access to decentralized crypto applications (dApps). OKX is trusted by numerous large institutions seeking reliable access to crypto markets that seamlessly connect with global banking and payments. Recently, we expanded into markets including Australia, Brazil, Netherlands, Singapore, and Turkey, with plans to launch in the US, Belgium, and the UAE.

We are committed to creating a fairer, more transparent, and accessible society through blockchain technology, evidenced by our monthly proof of reserves publication and ongoing security innovations.

What do we expect from you:

You will play a key role in driving data-informed decision-making within Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional projects. This role requires a strategic thinker capable of analyzing operational trends in customer interactions, identifying root causes, and delivering actionable insights to leadership. You will collaborate closely with cross-functional teams to improve processes, enhance operational efficiency, and support GBS objectives.

Key Responsibilities:

1. Operational Trend Analysis: Conduct weekly analysis of operational data related to customer contacts, issues, and performance metrics in Payment Risk and Customer Service. Monitor key trends to identify emerging challenges or opportunities.
2. Executive Reporting and Insight Delivery: Prepare impactful reports for executives, summarizing trends, risks, and insights across Payment Risk, Customer Service, and GBS projects. Provide data-driven recommendations to improve operations and mitigate risks.
3. Cross-Functional Problem Solving and Issue Resolution: Collaborate with stakeholders to understand operational pain points, identify root causes, and recommend improvements. Support timely issue resolution and streamlined operations.
4. Continuous Improvement and Operational Efficiency: Design and implement initiatives to optimize workflows, reduce contact drivers, and enhance customer satisfaction. Work with teams to refine risk controls and ensure alignment with GBS goals.
5. Stakeholder Engagement and Strategic Influence: Act as a trusted advisor to senior leaders, providing clear insights into operational performance and trends. Contribute to strategic discussions with data-driven insights.

Qualifications:

• Bachelor’s degree in Business Analytics, Operations Management, or related field; an advanced degree is preferred.
• Significant experience in operations analysis, especially within GBS/Shared Services, Customer Service, or project impact analysis.
• Proficiency in data analysis and visualization tools (e.g., Power BI, Tableau, SQL).
• Strong analytical and problem-solving skills with a proven track record of identifying trends and making impactful recommendations.
• Excellent communication skills, capable of translating complex data into actionable insights for executives.
• Collaborative mindset with the ability to influence cross-functional teams for operational improvements.

Why Join Us?

• Competitive salary plus yearly performance bonus.
• Meal allowance up to RM 500/month.
• Monthly team-building activities.
• Annual benefits of RM 2500 for training and wellness.
• Convenient location, just 5 minutes walk from MRT TRX.
• Opportunities for growth, skill development, mentoring, and training.
• Employee engagement, recognition, and appreciation programs.
• Multinational environment to enhance your career through diverse interactions.

#LI-ONSITE