Customer Operations Manager

What You'll Do

People & Leadership

• Lead multiple BPO teams through Team Leaders, providing clear direction, support and accountability.
• Build and develop a high-performing leadership cohort with strong succession capability and leadership consistency.
• Coach and support leaders in performance management, capability development, workforce planning and team engagement.
• Foster a collaborative, customer-focused culture aligned with client's values and operational standards.

Service Delivery & Client Experience

• Own end-to-end operational performance across all BPO teams, ensuring delivery against service, quality and productivity targets.
• Drive a culture of service excellence, enabling teams to deliver accurate, efficient and customer-focused outcomes.
• Monitor operational performance and proactively address capacity, workflow and service risks.
• Partner with Melbourne-based teams to ensure consistent service delivery and customer outcomes across locations.

Operational Excellence & Continuous Improvement

• Lead process improvement, automation and optimisation initiatives that enhance efficiency, quality and scalability.
• Drive operational resilience by reducing manual effort, rework and process complexity while maintaining effective controls.
• Support the successful implementation of system, product and process changes across BPO operations.
• Embed sustainable improvements that enhance team effectiveness and customer outcomes.

Risk, Compliance & Governance

• Ensure operational processes are documented, maintained and compliant with internal policies and regulatory requirements.
• Maintain strong adherence to AML/CTF, CDD and other regulatory obligations across all operational streams.
• Support effective incident, breach and risk management practices, focusing on root cause analysis and prevention of recurrence.
• Monitor service levels, controls and risk indicators to ensure strong operational governance and oversight.

Stakeholder Management

• Build trusted relationships with stakeholders across Customer Operations and the broader business.
• Partner closely with Melbourne-based teams to ensure alignment, knowledge sharing and consistent ways of working.
• Communicate operational, technical and regulatory information in a clear, practical and actionable manner.
• Represent the Vietnam BPO operation in service delivery, change and business improvement initiatives.

Who We're Looking For

• Significant operational leadership experience within financial services or a similarly regulated environment.
• Proven experience leading leaders and managing large, high-volume operational teams.
• Strong understanding of investment, operational risk, and regulatory requirements.
• Demonstrated success in workforce planning, service delivery, and operational performance management.
• Proven ability to drive operational excellence through process improvement, automation, and scalable operating models.
• Exceptional stakeholder engagement, communication, and leadership capabilities.
• Professional-level English communication skills. Experience working with offshore operations teams will be highly regarded.

What We Offer

• Attractive and competitive performance-based compensation package.
• Full gross salary during probation.
• Generous 13-month salary and dedication bonus.
• Comprehensive healthcare insurance package and annual health check-ups.
• Flexible check-in time before 10:00 AM on weekdays.
• 1-day remote work per week.
• 12 annual leave days, 5 sick leave days, 11 public holidays as required by Vietnamese Labor Law, plus one extra day off for Christmas.
• Opportunity to work on global projects, collaborate with international teams, and have business trip to Australia.
• Daily breakfast, Happy Thursday gatherings to connect with colleagues.
• Active sport clubs such as badminton, running, football, music clubs.
• Teambuilding activities, annual company trips, and year end party.
• Continuous learning opportunities through technical & soft skills training, English classes, and internal communities.
• Financial assistance for important life events, including marriage, childbirth, and bereavement, ensuring support at every stage of life.