Overview
About the Role
We are seeking a highly driven and experienced Program Manager (Mandarin-speaking) to join our BPO operations. This role is critical in managing large-scale client programs, ensuring smooth delivery of services, and driving performance excellence. The successful candidate will work remotely for the first 6 months and then transition to our Johor office.
Qualifications
Qualifications & Requirements
- Bachelor’s degree in Business, Management, or related field.
- Fluent in Mandarin and English (spoken and written).
- Minimum 5–7 years’ experience in BPO/outsourcing industry with at least 3 years in a program or project management role.
- Proven track record in managing large client accounts or programs.
- Strong leadership, stakeholder management, and problem-solving skills.
- Excellent communication, negotiation, and presentation abilities.
- Ability to work under pressure in a fast-paced environment.
- Willingness to work from home for 6 months and relocate to Johor thereafter.
- Flexibility to work across different shifts if required.
Responsibilities
- Lead and manage end-to-end client programs, ensuring high-quality service delivery.
- Act as the primary point of contact for clients, building strong relationships and ensuring satisfaction.
- Drive operational excellence through performance management, process improvements, and best practices.
- Partner with internal teams (Operations, Workforce, Training, Quality, IT, etc.) to ensure alignment and smooth execution.
- Develop strategies to meet KPIs, SLAs, and client expectations.
- Prepare and present program updates, performance reviews, and business insights to senior stakeholders.
- Manage budgets, resources, and timelines to achieve program goals.
- Identify risks, develop mitigation plans, and ensure compliance with company policies and client requirements.
- Coach, mentor, and guide program team members to ensure continuous development.
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