Operations Management Executive

Job Purpose

The Operations Management Executive works closely with the Customer Support Centre Manager to bridge operational, communication, and execution gaps between the Management Office and the Customer Support Centre.

The role ensures that management directives, policies, KPIs, and strategies are effectively translated into practical, on‑ground execution, while also providing structured feedback from the Customer Support Centre to management for continuous improvement.

Key Responsibilities

1. Management–Customer Support Centre Bridging Function

• Act as the primary operational liaison between the management office and the customer support centre.

• Translate management policies, KPIs, and strategic objectives into clear operational actions.

• Identify execution gaps, challenges and balancing organisational goals with operational realities.

• Provide structured feedback and data‑driven insights from the service centre to management.

2. Support to Customer Support Centre Manager

• Advise the Customer Support Centre Manager in day‑to‑day operational oversight.

• Support implementation of new processes, initiatives, and improvement projects.

• Prepare operational briefings, reports, and presentations for management review.

• Step in as an operational point‑of‑contact when required.

3. Operational Execution & Monitoring

• Monitor daily performance of Customer Support Centre against KPIs & SLA.

• Reduce backlog and increase productivity.

• Ensure management‑driven initiatives and policies are implemented consistently on the ground.

• Track progress of corrective actions and improvement plans.

• Support operational problem‑solving and escalation management

• Facilitate regular communication between management office and Customer Support Centre teams.

Requirements

• Diploma or Degree in Operations Management, Business Administration, Engineering, or related disciplines.

• 2-5 years of experience in Customer Support Centre operations for home applicances/ electronics products, operations management, or relevant environments.

• Prior experience working in both office and on‑site operational roles is highly advantageous.

• Efficient in KPI tracking, reporting, and process improvement initiatives.

• Resilient and strong understanding of operational workflows and frontline service challenges.

• Good analytical, reporting, and problem‑solving skills.

• Effective written and verbal communication across hierarchical levels.

• Advanced proficiency in Microsoft Excel, Powerpoint.

• Good executional and communication skills.