Mô tả công việc
The Operations Control & Optimization Manager is responsible for compliance, stability, scalability, and effectiveness of the company’s business operation and delivery; by establishing, managing, and optimizing the workflow, SOP, SLA… for the Ops
department (lead) and the company (coordinate); conducting anti-fraud, anti-money-laundering measures; and preparing business contingency operating plan.
The position needs to secure and monitor the daily operations of the division; to provide leadership and guidance to the subordinates to ensure both the deliveries and the division’s stability and development.
- Achieving the Operation Excellence OKR and KPI that are given by the company management board;
- Developing the ability and capability of the unit to meet the business requirement, ensure the scalability of the services;
- Leading the development and the continuous improvement of the division’s workflow, SOP, SLA in order to provide better services in a more effective way;
- Providing coordination and be the owner of the company’s SOP;
- Conducting supervision and assessment on SOP, SLA compliance, and managing consequence;
- To support and execute the policy/decision/plan of the company risk steering committee; to identify operational risks, provide counter-measures and plans, budget, conduct risk evaluating and learning, provide the coworkers training and guideline to minimize the risk;
- Be responsible for business contingency: to prepare scenarios, response-plan, recovery-plan, and test the plans via mock-event exercises, continuously review and improve the plan in according to the environment changing or the launching of new product/service;
- Be responsible for anti-fraud, anti-money-laundering: to ensure the system and service legal compliance, identify the risk of fraud/AML, prepare and develop the tool/process to detect and manage the fraudulent transaction/user, conduct fraud-handling protocol, well collaborate with partners, the State Bank, and police on anti-fraud and AML activities;
- Quantitatively monitoring customer satisfaction level, independently conducting research, analyzing to improve customer happiness and engagement (NPS/CSAT).
- Be an active contributor to the research and development of the products, app features, services, customer-related policies, and processes.
- Other assigned program, initiative.
department (lead) and the company (coordinate); conducting anti-fraud, anti-money-laundering measures; and preparing business contingency operating plan.
The position needs to secure and monitor the daily operations of the division; to provide leadership and guidance to the subordinates to ensure both the deliveries and the division’s stability and development.
- Achieving the Operation Excellence OKR and KPI that are given by the company management board;
- Developing the ability and capability of the unit to meet the business requirement, ensure the scalability of the services;
- Leading the development and the continuous improvement of the division’s workflow, SOP, SLA in order to provide better services in a more effective way;
- Providing coordination and be the owner of the company’s SOP;
- Conducting supervision and assessment on SOP, SLA compliance, and managing consequence;
- To support and execute the policy/decision/plan of the company risk steering committee; to identify operational risks, provide counter-measures and plans, budget, conduct risk evaluating and learning, provide the coworkers training and guideline to minimize the risk;
- Be responsible for business contingency: to prepare scenarios, response-plan, recovery-plan, and test the plans via mock-event exercises, continuously review and improve the plan in according to the environment changing or the launching of new product/service;
- Be responsible for anti-fraud, anti-money-laundering: to ensure the system and service legal compliance, identify the risk of fraud/AML, prepare and develop the tool/process to detect and manage the fraudulent transaction/user, conduct fraud-handling protocol, well collaborate with partners, the State Bank, and police on anti-fraud and AML activities;
- Quantitatively monitoring customer satisfaction level, independently conducting research, analyzing to improve customer happiness and engagement (NPS/CSAT).
- Be an active contributor to the research and development of the products, app features, services, customer-related policies, and processes.
- Other assigned program, initiative.
Yêu Cầu Công Việc
- 5+ yrs in business operations, risk management, internal control, business optimization, QA/QC or related functions;
- 2+ yrs in managemental position managed 3+ people;
- Experienced in banking/finance/e-commerce/digital-product/platform or company that serves 100K+ users
Required professional skills
- Process development and optimization;
- Risk Management;
- Anti-fraud, AML;
- QA/QC, compliance monitoring;
- Business contingency;
- Team management
Required soft skills
- Understand the business in both horizontal and vertical dimensions.
- Excellent planning and organizing;
- Ability to handle private, sensitive, confidential information appropriately
- Intensive problem-solving;
- Excellent communication;
- Self-motivation and team-motivation;
- Cross-levels and cross-parties collaboration
Education requirements: BS/BA up - No specific major requirement.
Language requirements:
- Vietnamese: native
- English: working proficiency
Personal qualities
- Passionate about customer service and customer experience areas;
- Great sense of responsibility;
- Open-minded and adaptive;
- Problem-solving oriented
- 2+ yrs in managemental position managed 3+ people;
- Experienced in banking/finance/e-commerce/digital-product/platform or company that serves 100K+ users
Required professional skills
- Process development and optimization;
- Risk Management;
- Anti-fraud, AML;
- QA/QC, compliance monitoring;
- Business contingency;
- Team management
Required soft skills
- Understand the business in both horizontal and vertical dimensions.
- Excellent planning and organizing;
- Ability to handle private, sensitive, confidential information appropriately
- Intensive problem-solving;
- Excellent communication;
- Self-motivation and team-motivation;
- Cross-levels and cross-parties collaboration
Education requirements: BS/BA up - No specific major requirement.
Language requirements:
- Vietnamese: native
- English: working proficiency
Personal qualities
- Passionate about customer service and customer experience areas;
- Great sense of responsibility;
- Open-minded and adaptive;
- Problem-solving oriented
Ưu tiên với ứng viên
- Accounting/Audit;
- Data analytics (basic+);
- Analyzing and investigating;
- ISO certification or relevant;
- Research and Training;
- Crisis handling.
- Good at self-control;
- Detail-oriented;
- Life-time learner;
- Humorous.
- Data analytics (basic+);
- Analyzing and investigating;
- ISO certification or relevant;
- Research and Training;
- Crisis handling.
- Good at self-control;
- Detail-oriented;
- Life-time learner;
- Humorous.
Tại sao ứng viên nên ứng tuyển vào vị trí này
- Competitive salary
- Allowances: Company policy
- Provided equipment: Standard laptop, 23” screen
- Software/access: Gsuite, Asana, Vidiva Ops
- Allowances: Company policy
- Provided equipment: Standard laptop, 23” screen
- Software/access: Gsuite, Asana, Vidiva Ops
Quy trình phỏng vấn
P+2 (direct manager and the next superior) -> CEO (test - given by the direct manager)
Địa Điểm Làm Việc
Tầng 22, Lim Tower 3, 29A Nguyễn Đình Chiểu, Phường Đa Kao, Quận 1 Thành phố Hồ Chí Minh
