Operation & Resourcing Manager

We are seeking a highly motivated and experienced Operation & Resourcing Manager to lead strategic process improvement and manpower planning initiatives within our call centre operations. This pivotal role will drive operational efficiency, enhance customer experience, and leverage technology to transform workflows. The successful candidate will also be responsible for maintaining accurate staff sizing models and managing manpower resources to ensure optimal capacity and performance. This is a key leadership position that will shape the future of our operational strategy.

Your Role

• Lead end-to-end process enhancement initiatives across call centre operations.
• Conduct comprehensive reviews of existing workflows to identify opportunities for increased efficiency, improved quality, and enhanced customer experience.
• Evaluate and implement automation and digitalization solutions, including AI/ML technologies, to streamline operationsMaintain accurate and up-to-date staff sizing models to support operational needs and strategic planning.
• Collaborate with department heads to assess manpower requirements and align resources with business objectives.
• Monitor staffing levels, productivity metrics, and service capacity to ensure efficient workforce utilization.
• Support long-term workforce planning, including forecasting, capacity modeling, and scenario analysis.
• Lead and manage transformation projects from initiation through execution, ensuring delivery within scope, budget, and compliance standards.
• Partner with cross-functional stakeholders to implement process changes and drive successful adoption.
• Design and deliver training programs to support new technologies and operational practices.
• Define and monitor key performance indicators (KPIs) to evaluate the impact of process improvements and workforce strategies.
• Analyze operational data to identify trends, diagnose issues, and recommend continuous improvement actions.
• Prepare and present reports, dashboards, and insights to senior management and stakeholders.

To Succeed in this Role

• Bachelor’s degree in Business Administration, Engineering, Data/Technology, or a related discipline.
• 4–6 years of experience in operational excellence, process re-engineering, digital transformation, or workforce planning.
• Experience in financial services, trustee, or pension administration, with knowledge of MPFA regulations and eMPF operations.
• Professional certification in Project Management (e.g., PMP) or Lean Six Sigma.
• Strong expertise in workflow design, automation tools, and data-driven process improvement methodologies.
• Proven ability to manage complex projects and lead change across diverse teams.
• Excellent analytical and problem-solving skills with a structured approach to decision-making.
• Ability to perform under pressure and meet deadlines for initiative rollouts.
• Exceptional communication and interpersonal skills, with the ability to translate strategic concepts into actionable solutions.