Senior Manager - Singapore

1. Business & Operations Management

• Oversee day-to-day operations and ensure smooth functioning of assigned business units.
• Develop and implement operational strategies aligned with organizational goals.
• Establish effective processes, SOPs, workflows, and performance standards.
• Monitor business performance and identify areas for improvement.
• Ensure timely execution of projects, initiatives, and management directives.
• Identify operational risks and implement appropriate corrective measures.

2. Team Leadership & Management

• Lead, mentor, and manage managers, team leaders, and operational teams.
• Set clear targets, KPIs, and performance expectations.
• Conduct regular performance reviews and provide constructive feedback.
• Identify training and development requirements for team members.
• Build a high-performance and accountable work culture.
• Manage workforce planning, delegation, and resource allocation.

3. Performance & Target Management

• Drive achievement of monthly, quarterly, and annual business targets.
• Monitor team productivity, conversion rates, revenue, and operational KPIs.
• Analyze performance reports and take corrective action where required.
• Develop performance dashboards and MIS reports for senior management.
• Ensure teams consistently meet defined service levels and turnaround times.

4. Cross-Functional Coordination

• Coordinate with Sales, Recruitment, HR, Finance, Documentation, Compliance, Customer Support, and Management.
• Ensure seamless movement of work between departments.
• Resolve interdepartmental operational challenges and bottlenecks.
• Maintain effective communication across all levels of the organization.

5. Customer & Escalation Management

• Handle critical customer escalations and operational concerns.
• Ensure timely resolution of complaints and service-related issues.
• Monitor customer experience and identify opportunities for improvement.
• Establish processes to reduce recurring complaints and operational errors.

6. Process Improvement

• Review existing processes and identify opportunities for automation and optimization.
• Implement initiatives to improve productivity, quality, and turnaround time.
• Reduce operational inefficiencies and unnecessary costs.
• Ensure consistent implementation of SOPs across teams.

7. Compliance & Risk Management

• Ensure adherence to company policies, internal controls, and applicable compliance requirements.
• Monitor documentation and process accuracy.
• Identify potential operational and compliance risks.
• Work with relevant teams to ensure corrective and preventive actions are implemented.

8. Strategic Support

• Work closely with senior management on business planning and growth initiatives.
• Provide data-driven insights and recommendations to management.
• Support expansion into new markets, products, or business verticals.
• Participate in budgeting, forecasting, manpower planning, and resource allocation.
• Assist management in developing long-term operational strategies.