(fwd planning) Client Operations Manager (Kuala Lumpur)

Client Operations Manager (Kuala Lumpur)

Overview:

As OSL expands its footprint into Malaysia, we are seeking a dynamic and strategic Client Operations Manager to lead our Malaysia office. This pivotal role will be at the forefront of driving operational excellence and ensuring exceptional client experiences. You will manage a diverse team of 20 to 30 professionals across various functions, including Customer Success, Client Onboarding, Tech Operations, and Linguistics. Join us in shaping the future of cryptocurrency and digital finance in a vibrant and rapidly evolving market!

Key Responsibilities:

• General Management: Lead and inspire a cohesive team of 20 to 30 staff members across multiple departments in our Malaysia office, fostering a culture of collaboration, innovation, and high performance.
• Strategic Initiatives: Drive company-level initiatives and projects tailored to enhance the efficiency and effectiveness of our Malaysia teams, ensuring alignment with OSL’s overarching goals and vision.
• Operational Oversight: Take charge of all operational matters related to our Malaysia office, addressing challenges proactively and ensuring smooth day-to-day operations.
• Client Success Advocate: Champion the customer journey by optimizing client onboarding processes and enhancing customer service standards to deliver exceptional experiences that drive loyalty and satisfaction.
• Cross-Functional Collaboration: Collaborate closely with various teams, leveraging insights and feedback to continuously improve processes and outcomes while aligning with global best practices in the crypto space.

Essential Qualifications and Skills Required:

• Industry Expertise: Deep understanding of the cryptocurrency, Web 3, or PayFi industry, with a passion for staying ahead of trends and regulations that impact the market.
• Client-Centric Focus: Extensive experience in client onboarding, management, and customer service, demonstrating a commitment to creating seamless and positive interactions for clients.
• Proven Leadership: A minimum of 5 years of management experience, with a track record of successfully leading teams of over 30 staff, driving results, and cultivating talent.
• Bilingual Proficiency: Fluency in both Chinese and English is essential; proficiency in Malay is a strong plus, enabling effective communication with diverse stakeholders.
• Analytical Problem-Solver: Strong problem-solving skills, with the ability to identify inefficiencies in processes and implement innovative solutions that promote continuous improvement.
• Project Management Acumen: Experience in project management is desirable, showcasing your ability to oversee initiatives from inception to completion while ensuring timely delivery and stakeholder satisfaction.

Join us at OSL and be part of a revolutionary journey in the crypto and digital finance landscape. Your leadership will play a crucial role in driving our success in Malaysia!