Job Description

About the Role

We are seeking a highly driven and experienced Program Manager (Mandarin-speaking) to join our BPO operations. This role is critical in managing large-scale client programs, ensuring smooth delivery of services, and driving performance excellence. The successful candidate will work remotely for the first 6 months and then transition to our Johor office.

Qualifications

Qualifications & Requirements

• Bachelor’s degree in Business, Management, or related field.

• Fluent in Mandarin and English (spoken and written).

• Minimum 5–7 years’ experience in BPO/outsourcing industry with at least 3 years in a program or project management role.

• Proven track record in managing large client accounts or programs.

• Strong leadership, stakeholder management, and problem-solving skills.

• Excellent communication, negotiation, and presentation abilities.

• Ability to work under pressure in a fast-paced environment.

• Willingness to work from home for 6 months and relocate to Johor thereafter.

• Flexibility to work across different shifts if required.

Responsibilities

• Lead and manage end-to-end client programs, ensuring high-quality service delivery.

• Act as the primary point of contact for clients, building strong relationships and ensuring satisfaction.

• Drive operational excellence through performance management, process improvements, and best practices.

• Partner with internal teams (Operations, Workforce, Training, Quality, IT, etc.) to ensure alignment and smooth execution.

• Develop strategies to meet KPIs, SLAs, and client expectations.

• Prepare and present program updates, performance reviews, and business insights to senior stakeholders.

• Manage budgets, resources, and timelines to achieve program goals.

• Identify risks, develop mitigation plans, and ensure compliance with company policies and client requirements.

• Coach, mentor, and guide program team members to ensure continuous development.