Services Operations Lead

24 hours ago

Singapore Razer USA Ltd. Full time

Getting onboard Razer will place you on a global mission to revolutionize the way the world games. Razer is **a place to do great work **, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also **a great place to work, **providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

**Job Responsibilities**:
We are looking for an experienced support manager who can

bring in both strategic and operational abilities to advance our

current capabilities. You will be working together with a team

who will be helping you out to manage support relations for

Razer.
- Manage Razer customer care support operations team to achieve desired NPS and KPI goals.
- Perform as functional lead between call center and internal support organization.
- Coordinate all vendor management tasks and implementations with internal team.
- Identify, implement, and enhance productivity and efficiency associated with service support operations.
- Establishes processes, procedures for attaining goals and objectives in broad areas of work.
- Identify, implement, and improve continuously workflow processes, methods, and processes for services support operations.
- Support to explore expansion across new business lines, across various channels and regions.
- Track, monitor and analyze team performance and generate reports on day-to-day operations.
- Handle any other operational issues and assist to manage project implementations and timelines with vendors and merchants on an as needed basis.
- Familiar with all contact center operation metrics to administer and improve performance and efficiency.
- Able to operate with mínimal supervisory and directions and to build fast-growing operations from ground up in a fast-pace environment.
- Consistent exercise of independent and discreet judgement and decision making.
- Possess organizational, priority-setting, deadline management, persuasion, and follow-through skills.
- Other duties and responsibilities as assigned.

**Pre-Requisites**:

- Bachelor’s degree or equivalent.
- Minimum of 7 years of experience in operations or call center environment, handling support for customers in digital banking or FinTech industry.
- Experience in high volume BPO or Call Centre environment is advantageous.
- Strong background in e-money and credit card acquisition and process.
- Exceptional critical thinking and technical problem-solving skills.
- Language skills: Fluent English and any other local languages.
- Ability to generate reports from multiple data sources for operational needs.
- Ability to lead, guide and motivate team members to achieve desired results.
- Good interpersonal skills. Ability to work across different internal departments as well as manage good relationships with merchants.
- Someone who can thrive in a fast-paced environment, possess a high level of intellectual curiosity and a focus on generating results.
- Excellent communication and presentation skill set.
- Ability to work in a team environment.
- Ability to work under pressure.
- Ability to multi-task and at the same time, has a good attention to detail.
- Eager to learn new technologies, products, and programs.
- Gamers welcomed.

**Are you game?

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