Senior Customer Experience & Operations Manager

<p dir="ltr" style="margin:0pt 0px;line-height:1.38;text-align:justify;padding:18pt 0pt 0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Pluang Company Overview</span><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;"><br /></span><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;">Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. People from any background should be able to access the financial products market.</span></p><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;"><span style="background-color:transparent;font-size:11pt;text-align:justify;font-weight:400;">Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you make financial investments with a very low budget but high return. Pluang is affiliated with PG Berjangka, which has a trading license from Bappebti. </span> Role Overview:</span></p><p dir="ltr" style="line-height:1.38;text-align:justify;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;">The Customer Experience & Operations Senior Manager works closely with the Head of Operations to drive and shape cross departmental collaborations in regards to the achievements of the company's strategic objectives and KPIs . He/she is also responsible for structuring and managing process and tools improvements to continuously push the department’s performance and efficiency. Finally, he/she is also the key person responsible for people management in terms of performance monitoring, team structures, and also training/coaching.</span></p><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Responsibilities:</span></p><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Cross departmental collaboration and stakeholder management:</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Build and maintain strong relationships with key internal stakeholders, including business operations team, product, tech, also C-level executives.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Help structure and drive cross-departmental working cadences with such stakeholders in key processes, such as product launch preparations and customer complaint escalations.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Serve as the main point of contact for other internal stakeholders (e.g. HR, Finance, General Affairs) and external partners (vendors and partners) to ensure alignment and effective collaboration.</span></p></li></ul><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">CE Monitoring & SLA:</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Ensure that the team fulfills its SLA and efficiency target.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Help escalate and solve issues being faced by the team on a daily basis.</span></p></li></ul><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Customer Obsession</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Be the first point of contact from management when it comes to customer issues / concerns.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Build a process where Pluang can continuously listen to customer complaints and feedback and be able to structurally recommend improvements to our products in order to improve customer experience and decrease customer complaints with the goal of improving Pluang’s overall rating / customer survey / reduce tickets.</span></p></li></ul><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Continuous Improvements</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Be able to continuously drive internal improvements within CE & OPS with the goal of improving efficiency, SLA and customer experience.</span></p></li></ul><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Have the ability to design systems and flows improvements especially related to the customer experience domains, e.g. SoPs, scripts,FAQs, performance mechanisms, rostering, etc.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Lead efforts from initiation to implementation for process improvements. This includes specifically and mostly the processes of customer handling. </span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Identify potential opportunities for technology implementation in the processes to achieve efficiency and scalability.</span></p></li></ul><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Team Leadership and Development:</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Identify and clearly differentiate each person’s roles and responsibilities for ownership clarity.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Provide strong leadership and establish team rules to foster a culture of collaboration, accountability, and continuous learning.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Coach, mentor, and develop team members to enhance their skills, knowledge, and performance.</span></p></li></ul><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Risk Management and Compliance:</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Ensure compliance with regulatory requirements and industry standards, proactively identifying and mitigating operational risks especially on compliance, data security and fraud risks.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Implement robust controls and procedures to maintain the integrity and security of client data and assets.</span></p></li></ul><br /><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Requirements:</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Bachelor's degree in Business Administration, Engineering, Finance, Information Systems, Science, Mathematics, or a related field; MBA or advanced degree preferred.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">5+ years of experience in operations management within the financial services industry, with a focus on investment platforms or wealth management, or similar experience in process implementation/operational transformation through management consulting industry</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Strong understanding of the investment industry, trading operations, and market infrastructure.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Demonstrated track record of driving process improvement initiatives and implementing best practices.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Personally Invest.</span></p></li></ul><p dir="ltr" style="line-height:1.38;margin-top:18pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-weight:700;vertical-align:baseline;">Work Environment Details:</span></p><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Attractive compensation package - competitive salary, flexible bonus scheme.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">We are always looking for ways to promote and inspire innovation. So, come build your dream with us.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of multi-national IT professionals.</span></p></li><li dir="ltr" style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;background-color:transparent;vertical-align:baseline;">Healthy work environment - company-sponsored medical program and beverage program.</span></p></li></ul><ul style="margin-bottom:0px;"><li dir="ltr" style="font-size:11pt;background-color:transparent;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;text-align:justify;margin-top:0pt;margin-bottom:12pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;">Friendly policies to support work-life balance, team building, and celebrations.</span></p></li></ul><p dir="ltr" style="line-height:1.38;text-align:justify;margin-top:18pt;margin-bottom:0pt;"><span style="font-size:11pt;color:rgb(0,0,0);background-color:transparent;vertical-align:baseline;">We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. <br /><br /></span></p><p dir="ltr" style="margin-top:0pt;margin-bottom:0pt;line-height:1.38;"><span style="font-family:Arial;font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-style:italic;vertical-align:baseline;">Want the inside scoop on our culture, the interview process, and the amazing team at Pluang? </span><a href="https://pluang.com/en/career" style="text-decoration:underline;" target="_blank" rel="noreferrer noopener"><span style="font-family:Arial;font-size:11pt;color:rgb(17,85,204);background-color:transparent;font-style:italic;vertical-align:baseline;">Click here to find out!</span></a></p><p dir="ltr" style="margin-top:0pt;margin-bottom:0pt;line-height:1.38;"><br /></p><p dir="ltr" style="margin-top:0pt;margin-bottom:0pt;line-height:1.38;"><span style="font-family:Arial;font-size:11pt;color:rgb(0,0,0);background-color:transparent;font-style:italic;vertical-align:baseline;">Curious about what it's like to work with us? Get a glimpse of life at Pluang through the eyes of our team! </span><a href="https://www.instagram.com/lifeatpluang/" style="text-decoration:underline;" target="_blank" rel="noreferrer noopener"><span style="font-family:Arial;font-size:11pt;color:rgb(17,85,204);background-color:transparent;font-style:italic;vertical-align:baseline;">Check out our Instagram!</span></a></p><p dir="ltr" style="margin-top:0pt;margin-bottom:0pt;line-height:1.38;"><br style="color:rgb(19,19,19);" /></p>