Techbizglobal
Head of Operations
Salary
Job description
At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio.
We are currently looking for a dedicated Head of Operations to join one of our clients' teams . If you're looking for an exciting opportunity to grow in an innovative environment, this could be the perfect fit for you.
Responsibilities
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Lead Operations within the APAC office, including
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Customer Service
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Production Operations
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Production Automation
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Dispute Management (Chargebacks & Fraud)
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Collaborate closely with senior leadership and department heads across global locations.
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Ensure smooth day-to-day operational activities, including production processing, chargeback handling, and incident resolution.
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Conduct ongoing risk assessments of the operating environment and implement appropriate mitigation strategies.
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Ensure continuous adherence to company policies, procedures, and operational standards.
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Maintain Business Recovery Procedures and required certifications.
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Ensure quality standards and operational best practices are consistently followed.
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Deliver exceptional customer service and maintain high levels of client satisfaction.
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Monitor workflow adherence to ensure service level agreements (SLAs) and customer service targets are achieved.
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Escalate unresolved customer issues and operational concerns to the appropriate stakeholders.
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Provide recommendations for improving service efficiency and contribute to the development of new processes where required.
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Manage resource planning and capacity requirements to support current operations and future business growth.
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Assist in the preparation and management of departmental budgets.
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Act as an escalation point for resource allocation across teams and projects to ensure successful project delivery.
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Identify operational risks and implement effective risk management strategies.
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Coordinate the preparation and distribution of management information and operational reporting.
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Ensure all team members receive adequate training and maintain a strong understanding of relevant processes and procedures.
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Lead, mentor, and supervise the Operations team within the APAC office.
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Define team goals, objectives, and performance expectations.
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Participate in performance management activities, including setting measurable targets, conducting evaluations, and supporting employee development.
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Serve as a key point of contact and support for employees within the department.
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Perform additional duties as assigned.
