Operations Manager

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH137867_1714098867
Salary S$5300 - S$6300 per month
Consultant Name Siau Zianyi
Consultant Email zianyi.siau@manpower.com.sg
Consultant Contact No.
EA License No. 02C3423
Consultant Registration No. R23113527


  • Utilize critical thinking to analyze multi-source data and trends, drawing conclusions to drive business outcomes across global programs.
  • Generate regular CSAT reports and perform detailed analysis to identify trends, patterns, and areas for improvement.
  • Collaborate with cross-functional teams to understand CSAT data and metrics, providing actionable insights to drive customer satisfaction initiatives.
  • Connect operations quality gaps to process, product & behavioural issues and drive analysis and actionable projects across internal operations and product teams
  • Identify appropriate data sources, extract data for analysis, and independently apply analytics tools to generate insights.
  • Execute or lead quality assessments as per the framework across set product attributes on Ads products
  • Conduct thorough analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
  • Provide guidance and support to vendors to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms
  • Gather insights from various channels (internal and external teams) and amalgamate them for actionable insights.
  • Translate insights into an executable plan and advocate for implementation with key stakeholders.
  • Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.


  • Minimum of 4+ years' experience in the vendor operations domain, preferably within a business function or tech customer support vendor program.
  • Proficiency in data analytics tools (e.g., Excel) and knowledge of programming (e.g., Python) and visualization tools (e.g., Tableau/Power BI).
  • Experience in solving problems using data analytics and providing actionable business insights.
  • Ability to communicate effectively about issues with both technical and non-technical audiences.
  • Excellent oral and written communication skills.
  • Experience in Ad tech/digital technology is a plus.