Join arenaflex: Shape the Future of Customer Experience

Are you a dynamic leader passionate about building high-performing teams and delivering exceptional customer experiences? arenaflex is looking for an experienced Contact Centre Manager (Customer Service – Mandarin) to lead our fraud risk management and customer operations division. This is a fantastic opportunity to join a global organization that values innovation, collaboration, and the professional growth of its employees.

At arenaflex, we pride ourselves on being at the forefront of the business process outsourcing (BPO) industry, delivering world-class services to clients across the globe. Our mission is to create meaningful connections between businesses and their customers while maintaining the highest standards of integrity and operational excellence. As part of our global operations team, you will play a pivotal role in managing complex customer service workflows, leading diverse teams, and driving process excellence in a fast-paced, dynamic environment.

If you thrive in challenging environments, possess strong leadership abilities, and have a passion for developing talent while delivering outstanding results, we invite you to apply for this exciting opportunity.

About the Role

The Contact Centre Manager will be responsible for overseeing the overall performance, governance, and day-to-day operations of our customer service and fraud risk management operations. This role requires a strategic thinker with proven experience in managing large teams across multiple workflows, particularly in the areas of fraud chargebacks, customer complaints, and escalations.

You will work closely with our vendor account management and business development teams to ensure seamless service delivery, adherence to Service Level Agreements (SLAs), and the implementation of effective operational processes. The ideal candidate will have a deep understanding of the BPO/ITES industry, exceptional people management skills, and the ability to navigate rapid change and ambiguity with confidence.

Key Responsibilities

As a Contact Centre Manager at arenaflex, you will be entrusted with a wide range of responsibilities that are critical to the success of our operations. Your duties will include but are not limited to:

Operational Leadership: Manage the overall performance and governance of Statements of Work (SOW) in collaboration with Vendor Account Management and Business Development teams. Oversee day-to-day operations in accordance with requirements and SLAs outlined in the SOW, ensuring prompt identification and resolution of service delivery issues.

Infrastructure Establishment: Build and maintain the vendor infrastructure necessary to perform services, including technology, financial, human resources, security, facilities, and communication resources. Install all service delivery processes and Service Level reporting mechanisms.

People Management: Provide exceptional people management, mentorship, and career development to team members, including Managers, Team Leaders, and Agents. Foster a culture of high engagement, achieve low attrition levels, and ensure continuous employee development.

Team Leadership: Lead a group of Managers and drive process deliveries and process excellence through consistent monitoring, critical inputs, and strategic guidance.

Deep Dive Analysis: Conduct thorough deep dives on customer complaints and appeal cases received from business lines, including user appeal documents, user analysis, and trend identification. Evaluate completed transactions flagged with high-risk indicators for potential fraud and collaborate with the fraud strategy team.

Chargeback Management: Guide the team in completing chargeback cases within SLA/preset timelines. Ensure all representment documents are gathered correctly and match the case with the appropriate chargeback reason. Strictly follow chargeback operation standard SOPs and requirements.

Mentorship and Development: Provide mentorship, guidance, and career development to direct reports and team members. Lead a high-performing team through exciting transitions to build problem-solving, critical thinking, analytical, and technical capabilities.

Goal Setting and Strategy: Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development.

Insights and Recommendations: Identify actionable insights, suggest recommendations, and influence team strategy through effective communication with cross-functional global teams.

Risk Mitigation and Compliance: Protect the client's ecosystem, prevent fraudulent activity, enforce Terms of Service (TOS) and policies, and ensure compliance across a global user base of millions.

Continuous Improvement: Drive Managers and Operations teams to deliver value adds, continuous improvements, and productivity/quality gains.

Change Management: Strategize and execute client/leadership directions and decisions following the change management process.

Client Relationship Management: Maintain effective client relationships with proactive communication, followed by clear Plans of Action (POA) and closed-loop follow-ups.

Essential Qualifications

To succeed in this role, you must possess the following qualifications and experience:

Bachelor's degree or equivalent diploma in Business Administration, Operations Management, or a related field.

Minimum of 2+ years' people management experience as a Senior Manager in Fraud and Risk Operations within a Payment System, including handling fraud chargebacks, customer complaints, and escalations.

10+ years of overall experience in operations, preferably in the BPO/ITES industry.

7+ years of people management experience, including managing managers, with a strong desire to develop team members.

Demonstrated ability to lead large and diverse teams across multiple workflows in a fast-paced environment.

Proven ability to deal with rapid change and ambiguity while maintaining operational excellence.

Strong strategic thinking, analytical, and problem-solving skills.

Empathy for social community platform users and passion for creating exceptional user experiences.

Excellent written and verbal communication skills.

Adaptable and energized by fast-paced, complex environments.

Preferred Qualifications

While not mandatory, the following qualifications will be considered a significant advantage:

High cultural awareness of political and social situations, particularly in global markets.

Proficiency in English and Mandarin (multi-lingual capabilities are highly preferred, depending on market assignment).

Experience building positive relationships with clients to create new business opportunities.

Ability to identify potential risks and opportunities for process improvement, along with the capability to suggest effective solutions.

Skills and Competencies

At arenaflex, we look for candidates who demonstrate a unique blend of technical expertise and interpersonal skills. The ideal candidate will possess:

Leadership Excellence: The ability to inspire, motivate, and develop teams while driving performance and achieving business objectives.

Analytical Thinking: Strong problem-solving skills with the ability to analyze complex data, identify trends, and develop actionable insights.

Communication Mastery: Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.

Operational Acumen: In-depth understanding of service delivery, SLA management, and process optimization.

Customer Focus: A genuine passion for delivering outstanding customer experiences and resolving issues effectively.

Adaptability: The flexibility to thrive in a rapidly changing environment and embrace new challenges with enthusiasm.

Strategic Vision: The ability to think beyond immediate tasks and contribute to broader organizational goals.

Career Growth and Development Opportunities

At arenaflex, we believe in investing in our employees' growth and development. As a Contact Centre Manager, you will have access to a wide range of opportunities to advance your career, including:

Leadership Development Programs: Comprehensive training and development programs designed to enhance your leadership capabilities and prepare you for greater responsibilities.

Cross-Functional Exposure: Opportunities to work with global cross-functional teams, gaining invaluable experience in international business operations.

Career Advancement: A clear pathway for progression within arenaflex, with the potential to move into senior leadership roles as you demonstrate success in your role.

Skill Enhancement: Access to continuous learning opportunities, including workshops, certifications, and on-the-job training in areas such as fraud risk management, process excellence, and advanced analytics.

Industry Exposure: Experience working with leading global clients across diverse industries, expanding your professional network and industry knowledge.

Work Environment and Culture

arenaflex fosters a dynamic, inclusive, and collaborative work environment where every employee is valued and empowered to make a difference. Our culture is built on the following core values:

Innovation: We encourage creative thinking and innovative solutions to complex problems.

Collaboration: We believe in the power of teamwork and cross-functional collaboration to achieve exceptional results.

Integrity: We uphold the highest standards of honesty, transparency, and ethical behavior in everything we do.

Inclusivity: We celebrate diversity and create an environment where everyone feels respected and valued.

Customer Centricity: We are committed to delivering outstanding service and creating memorable experiences for our clients and their customers.

As part of our global operations team, you will collaborate with talented professionals from around the world, contributing to meaningful projects that make a real impact. We support flexible working arrangements and prioritize work-life balance to ensure our employees can thrive both professionally and personally.

Compensation and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. Our benefits include:

Attractive salary with performance-based incentives.

Comprehensive health insurance coverage for you and your family.

Retirement savings plans and financial wellness programs.

Paid time off, including vacation, sick leave, and personal days.

Employee assistance programs and wellness initiatives.

Professional development reimbursement and career growth opportunities.

Recognition programs that celebrate outstanding performance and achievements.

Why Join arenaflex?

By joining arenaflex, you become part of a global leader in the BPO industry, dedicated to transforming customer experiences and driving operational excellence. This role offers the chance to make a significant impact, lead talented teams, and shape the future of our operations.

We are looking for a leader who shares our passion for excellence, embraces challenges, and is committed to fostering a positive and productive team environment. If you are ready to take the next step in your career and make a meaningful contribution to a growing organization, we encourage you to apply today.

Don't miss this opportunity to grow your career with arenaflex, where your skills, experience, and leadership can make a real difference. Apply now and become part of a team that values innovation, collaboration, and the success of every employee.

Experienced Contact Centre Manager – Customer Service Operations (Mandarin Language) – Fraud Risk Management & Team Leadership