Business Process Improvement Manager, Tech (contract)

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 90,000 - 120,000; Part time

Job summary

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD is seeking an Operations Manager on a contract basis to drive operational efficiency and scalable processes. You will lead improvements, collaborate with stakeholders, and ensure service delivery excellence in a fast-paced environment.

The role focuses on SOP development, KPI monitoring, and cross-functional coordination with internal teams and external providers to deliver operational initiatives, while maintaining peak performance and customer experience

Qualifications

• 7+ years of experience in business operations or a related field.
• Strong analytical skills to interpret data and identify trends.
• Knowledge of process design, workflow optimization, and automation.
• Experience monitoring KPIs, SLAs, and service delivery performance.
• Effective project coordination and problem solving.
• Understanding of customer support operations and queue management.
• Consultative approach to identifying and implementing solutions.

Responsibilities

• Execute and support operational improvement initiatives, including process redesign, automation, workflow optimization, and service delivery enhancements.
• Clarify policies, processes, business requirements, and resolve escalations or exceptions with stakeholders.
• Identify opportunities to improve efficiency, customer experience, and performance through data analysis and automation.
• Develop and maintain SOPs, process maps, workflow documentation, and training materials.
• Monitor KPIs, SLAs, and service delivery performance with regular updates and improvements.
• Support project implementation and coordinate with internal teams and external providers.
• Manage stakeholder and vendor relationships, including supplier selection and performance reviews.
• Address queries and escalations within SLAs, identify recurring issues, and streamline ticket management.
• Participate in stakeholder meetings to understand objectives and recommend operational strategies.

Skills

Analytical skills

Stakeholder management

Process design

Automation knowledge

SOP development

Job description

Our client is a leading global technology company looking for an Operations Manager to drive operational efficiency, improve processes, and support the delivery of scalable operations./

This is a contract role ending on 17 Apr 2027.

Responsibilities

• Execute and support operational improvement initiatives, including process redesign, automation, workflow optimization, and service delivery enhancements.
• Work with stakeholders to clarify policies, processes, business requirements, and resolve operational escalations or exceptions.
• Identify opportunities to improve operational efficiency, customer experience, and performance through data analysis, process reviews, and automation.
• Develop and maintain standard operating procedures (SOPs), process maps, workflow documentation, and training materials.
• Monitor operational performance, service-level agreements (SLAs), and key performance indicators (KPIs), providing regular updates and identifying areas for improvement.
• Support project implementation and coordinate with internal teams and external service providers to deliver operational initiatives.
• Manage stakeholder and vendor relationships, including supporting supplier selection, onboarding, performance reviews, and progress evaluations.
• Address operational queries and escalations within agreed service levels, identify recurring issues, and streamline ticket and queue management.
• Participate in stakeholder meetings to understand business objectives and recommend suitable operational strategies, resources, and service delivery solutions.

Requirements

• At least 7 years of experience in business operations, process improvement, or a related field.
• Strong analytical skills, with the ability to interpret operational data, identify trends, and recommend improvements.
• Knowledge of process design, workflow optimization, automation tools, and operational best practices.
• Experience monitoring operational KPIs, SLAs, and service delivery performance.
• Good project coordination and problem-solving skills, with the ability to manage competing priorities and resolve operational issues.
• Understanding of customer support operations, queue management, and service delivery processes.
• Strong business acumen and a consultative approach to identifying and implementing solutions.