Operations Manager

• Directly report to the COO on all allocated tasks

• Setting up internal operations process of the company

• Implement policies and manage the key risks

• Work closely with various internal stakeholders (including Senior Management, Engineers, Marketing, Finance teams, IT) to improve the process and automate the process as much as possible. Constantly look for ways to improve our customer service and process support

• Contribute to the production and execution of the company's strategic plan and associated procedures, including ensuring the establishment of comprehensive policies and procedures that help promote and protect the company's core culture and vision.

• Create and manage business performance metrics/reports for management intelligence and review

• Establish, review and improve (on an ongoing basis) all internal processes to drive efficiency, remove risk and effectively manage costs

• Ensure the timely resolution of potential issues, complaints and feedback inclusive of investigation and determination of lessons/responses to ensure continuous improvement

• Ensure the effective selection, monitoring and management of all relationships with external vendors and partners.

• Ensure that the company has well documented operational processes designed to support its regulated activities

Requirements

• Bachelor degree or above, prefer majoring in Operations/engineering, and have at least 5 -8 years experience in relevant fields

• Experience in setting up internal operations

• Attention to detail with excellent communication skills and patience

• Capable of working under pressure

• Cooperative with strong team spirit and a willingness to motivate colleagues on the Customer Support Team

• In-depth knowledge and experience within different business functions, such as Operations, Client Service & Onboarding, Technology, Risk Management, Product development and Finance

• A proven track record of leading and developing teams in a growing, start-up business

• A strategic thinker with excellent interpersonal and leadership skills

• A sense of urgency, pragmatism and a solution-oriented approach to problem-solving - Always willing to have the difficult conversations when required

• Strong decision-making and risk assessment capabilities, with good judgment and commitment to delivering results within tight deadlines

• Able to thrive and lead in a fast-paced, changing environment, while retaining the long-term focus. Comfortable managing in an ambiguous/uncertain environment when required

Skills

Excellent interpersonal and leadership skills