Business Operations Manager, Services Assurance

Job Description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description
– Lead the operation process improvement and determining the strategy for the growth and cost efficiency
– Responsible for multiple products and missions in operations (transport, accommodation, financial services, experience)
– Work closely with stakeholders across functions such as marketing, product, revenue management, finance to strengthen cost management and recovery process
– Design a robust business process and continuously review it to find areas of improvement, including developing mitigation plans in a timely manner once any gap or risk is identified. The initiative should lead to operations excellence improvement, measured by customer dissatisfaction and net promoter score.
– Lead the recovery process for crisis/incident with at least medium impact for the whole domain
– Developing the process control for each area within the customer operations team perform the audit process and give feedback on the process that needs to be changed based on the audit result and when needed, conduct investigation shall there’s any fraud indication on the operations.

Requirements
– Preferably from STEM or engineering background (e.g. Industrial eng, Computer eng / science, Chemical eng, etc) from top universities
– Preferably has an experience as a business process development or process engineer from a reputable company
– At least 5 years of experience from a reputable company
– Strong attention to detail and excellent problem solving skill with logical thinking
– Excellent analytical skills and proficient in Excel
– Excellent verbal and written communication skills
– Obsessed with driving improvement in customer journey and handling
– Familiar with internal process control within an organization