• Relevant Degree: Business Administration or equivalent.
• Postgraduate Qualification: Advantageous in Business Administration or Management studies.
• Experience: Minimum 8 years in Business Operations, including 3 years at a management level.
• License: Valid driver’s license.

Essential Skills

• Excellent research and analytical skills
• Solid knowledge of Customer Relations Management best practices
• Excellent planning, organisational, and project management skills
• Strategic leadership and staff management skills
• Problem-solving skills
• Strategic management and implementation skills
• Policy development and implementation skills
• Service delivery focus
• Stakeholder relationship-building skills
• Excellent verbal and written communication skills
• Excellent interpersonal relations skills
• Customer-focused

Key Performance Areas

6.1 Operations Management

• Develop and implement operation strategy and operating model.
• Design, implement, and review operational policies and procedures.
• Manage data collection for metrics update to achieve productivity targets and deliver excellent customer service.
• Partner with cross-functional teams to enhance proprietary tools and systems.
• Conduct budget reviews and report cost plans to upper management.
• Ensure compliance with industry regulations and internal policies.
• Improve systems, processes, and best practices.
• Manage day-to-day operations and operations team.
• Perform quality assurance controls and monitor production KPIs.
• Develop ways to increase customer service quality and satisfaction.
• Analyse data for process improvement and cost savings.
• Optimise workflows and report on operational efficiency.
• Stay updated on industry trends and implement new technologies.

6.2 Business Development and Customer Relations

• Stay informed about industry practices and trends.
• Develop service models with internal teams to meet client needs.
• Prospect and convert potential clients into business opportunities.
• Attend industry events to gather market intelligence.
• Build and maintain business relationships.
• Identify and explore new business opportunities.

6.3 Performance Planning and Monitoring

• Lead in corporate strategy and annual performance planning.
• Evaluate organisational effectiveness and propose improvement strategies.
• Provide inputs for performance-related reports.
• Analyse performance information and indicators.

6.4 Registration

• Develop and implement CRM strategy and policy.
• Oversee customer retention strategy and CRM system optimisation.
• Enhance CRM system for customer and organisational benefit.

6.5 Information Management

• Monitor regulatory compliance for records and document management.
• Develop and maintain system usage procedures and best practices.

6.6 Risk Management

• Develop organisational risk management plan.
• Draft and present management reports to EXCO and Risk Management Committee.