Business & Operation Manager

About the role

Manage, supervise, and ensure smooth operational performance of the company to run effectively, efficiently, and in accordance with established business targets. Lead, direct, and evaluate the performance of the operational team to ensure achievement of targets and company work standards. Identify and address operational constraints and implement solutions to improve business process effectiveness. Implement business strategy and operational policies in accordance with management direction. Develop operational work plans and business development strategies based on company needs and market opportunities. Conduct market analysis, industry trends, and competitive analysis to identify growth opportunities and service development. Prepare and analyze operational performance reports and business data as a basis for management evaluation and decision-making. Act as a business partner to employees and management in supporting organizational needs and resolving workplace issues. Lead and supervise Business Process Outsourcing (BPO) Contact Center operations, including performance monitoring, productivity, and Service Level Agreement (SLA) achievement. Manage documentation, implementation, and updates of Standard Operating Procedures (SOP) and supporting documents for quality management systems and company ISO standards. Manage employee work contract administration and documentation, and ensure completeness and orderliness of employment records. Plan and implement employee engagement programs to increase involvement, motivation, and retention. Manage employee benefit administration and implementation in accordance with company policies and regulations. Monitor, evaluate, and update company regulations to remain relevant to organizational needs and comply with applicable employment regulations. Oversee and control cash advance fund usage for operational and General Affairs (GA) needs, including recording, reconciliation, and fund accountability.

Key responsibilities

• Manage, supervise, and ensure smooth operational performance of the company to run effectively, efficiently, and in accordance with established business targets

• Ensure quality of service to clients and optimize operational processes to increase productivity and customer satisfaction

• Lead, direct, and evaluate the performance of the operational team to ensure achievement of targets and company work standards

• Identify and address operational constraints and implement solutions to improve business process effectiveness

• Implement business strategy and operational policies in accordance with management direction

• Develop operational work plans and business development strategies based on company needs and market opportunities

• Conduct market analysis, industry trends, and competitive analysis to identify growth opportunities and service development

• Prepare and analyze operational performance reports and business data as a basis for management evaluation and decision-making

• Lead and supervise Business Process Outsourcing (BPO) Contact Center operations, including performance monitoring, productivity, and Service Level Agreement (SLA) achievement

• Manage employee work contract administration and documentation, and ensure completeness and orderliness of employment records

About you

• Minimum D3/S1 education in Business Management, Business Administration, Economics, or related field

• Minimum 4–5 years of work experience in Business Operations, Operations Management, Business Development, or related fields, with experience leading teams at supervision or managerial level

• Experience managing Contact Center or BPO operations, particularly in omnichannel services

• Understanding of business concepts, operational management, accounting, finance, and company budget management

• Strong understanding of market analysis, industry trends, business competition, and customer needs

• Ability to develop and implement business strategy and identify business and service development opportunities

• Understanding of product and service delivery processes, service quality management, and customer satisfaction improvement

• Understanding of cross-functional business processes, including Finance, Human Resources, Technical, and Sales

• Strong leadership, communication, cross-functional coordination, problem-solving, and decision-making capabilities

• Understanding of business ethics principles, compliance with applicable regulations, and corporate social responsibility (CSR)