Job Description

Team Leadership: Lead, develop, and provide direction to the KYC, Collections and Customer Service teams, driving strong performance, engagement, and professional development.
Operations Strategy: Develop and execute operational strategies to improve collections effectiveness, customer service quality, and overall operational efficiency.
Performance Management: Establish key performance indicators (KPIs), monitor team and operational performance, identify gaps, and implement improvement plans.
Collections Management: Develop and implement collections strategies to improve recovery rates, reduce overdue accounts, and optimize debt recovery outcomes.
Customer Service Excellence: Ensure high standards of customer service, including effective management of customer complaints and escalated cases.
Process Improvement: Continuously review and improve collections and customer service workflows to enhance productivity, service quality, and customer experience.
Data & Analytics: Analyze operational data and performance trends to identify opportunities, diagnose issues, and provide actionable recommendations to management.
Policies & Controls: Establish and maintain effective operational policies, procedures, and internal controls to ensure consistent and responsible operations.
Budget & Cost Management: Manage departmental budgets and identify opportunities to optimize costs while maintaining service quality and operational performance.
Business Continuity: Lead the resolution of major operational issues and develop contingency plans to minimize service disruption and operational risks.

Requirements

Bachelor's degree in Business, Finance, Management, or a related field.
Minimum 8 years of relevant experience in call centre operations, collections management, customer service, or a related field.
At least 3 years of people leadership experience, preferably managing a sizeable operation or a team of approximately 30-50 employees.
Strong understanding of collections operations, debt recovery strategies, customer service management, and operational performance management.
Strong leadership and stakeholder management skills, with the ability to lead teams and collaborate effectively across functions.
Strong analytical and problem-solving skills, with experience using operational data and KPIs to drive decision-making and process improvements.
Strong communication, negotiation, and escalation management skills.
Proficiency in data analytics, CRM systems, and collections or call centre management systems.

Operations Lead - Monee SG (ShopeePayLater)