Operations Lead - Monee SG (ShopeePayLater)

• 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.