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Digital Solutions Company / Head of Online Operations

Location: Kuala Lumpur, Malaysia

Working for a small customer focused exciting and young company that is at the forefront of their industry, the ideal candidate will have suitable experience working within a pro-active environment, having a structured, highly methodical approach to operational setups. 

The successful candidate will be required to manage 4 separate customer focused operational teams. 

KEY RESPONSIBILITIES: 

  • Full responsibility and accountability of delivering operational targets and KPI’s 
  • Developing comprehensive strategies for improving team performance and quality 
  • Manage an online Customer Support and Experience team through the respective Managers 
  • Manage online Payments and Compliance teams through their respective Managers 
  • Ensuring synergy and consistency across digital marketing activities and operational teams 
  • Build strong client brand integrity with excellent end customer and user experience 
  • Be involved in recruitment, staff appraisals and development 
  • Build key relationships with other heads of departments to align business strategy 
  • Ensure strict compliance requirements are met, improved and enforced internally 
  • Report to senior management and other internal stake holders - managing expectations 

EXPERIENCE: 

  • 12+ years suitable experience in customer facing - online operational management 
  • Managed different teams at same time – focused in customer support and online payments 
  • Excellent familiarity within the online market place, including online payment methods 
  • Strong background in creating/installing new business processes and SLAs 
  • Built and integrated new SOP and contingency plans for client growths in new markets 
  • Managed internal staff training and development programmes 
  • Used extensively customer account and support management platforms 
  • Worked extensively with online Customer Support, Payments and Compliance teams 
  • Be familiar with and enforced regulatory compliance requirements 

SKILLS & REQUIREMENTS: 

  • Be a strong, confident and inspirational leader to creates leaders 
  • Be full of creative ideas and be able to deliver them in a timely manner 
  • Be able to deliver precise and clear communication to internal and external stakeholders 
  • Be able to pick-up quickly new industries, tools, online payment methods and platforms 
  • Needs to be self-starter, reliable and highly motivated 
  • Ensure an accurate and careful approach to all tasks 
  • Be highly organized, working methodically and transparently 
  • Fluent in English – Written and spoken 

SALARY & PACKAGE: 

  • Salary negotiable depending on experience 
  • Health insurance included 
  • Gym or fitness incentives 
  • Travel allowance or parking 

ABOUT US:

 

We are a full-service digital marketing and online solutions company. With an excellent track record and extensive online industry experience, we believe that going digital is an essential part of any marketing strategy and increasing operational performance.

We are experienced in website and mobile design/development, performance marketing, search engine optimization and back-office operational systems. With these combined skills and know how, we are your solution for going online and to have a slick digital operation in your business.

 

SmartConsulting.net is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartConsulting.net are specialized in the iGaming industry (both operators and providers). SmartConsulting.net have local representation in both Europe (Barcelona, Malta and Stockholm) and Asia (Manila and Taichung/Taipei).

Or, know someone who would be a perfect fit? Let them know!

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