• Lead operations across 130 branches nationwide, focusing on optimizing call center operations and complaint management.• Supervise and streamline call center functions, ensuring timely and effective resolution of complaints from all branches.• Develop and implement training programs for HUB and branch staff on packaging, handling, and damage reduction.• Create and refine Standard Operating Procedures (SOPs) to enhance process efficiency and consistency.• Collaborate with cross-functional teams to identify and address operational inefficiencies, driving continuous improvement.• Manage a high volume of claims, advocating for clients in consumer rights cases and achieving favorable outcomes in over 40 cases.• Oversee social media management, creating and curating digital content, including graphics and promotional materials.• Develop and execute digital marketing strategies to increase audience engagement and brand visibility.• Utilize expertise in warehouse and inventory management to optimize stock control, ensure accurate handling, and reduce operational disruptions.• Monitor and analyze key performance indicators (KPIs) to assess and improve operational performance.• Implement preventive measures to reduce claims incidents and improve overall customer satisfaction.• Coordinate with other departments to align operational goals with organizational objectives.

Day to day responsibilities are -• Observe vendor operations and processes and deal with external issues and complaints.• Prepare quantitative and analytic reports to reduce the compensation percentages. Ensure all the external issues and complaints raised by the vendors are properly forwarded to relevant departments on a daily basis.• Prepare training material.• Follow up with other departments to confirm all issues and complaints are solved on time.• Attend global meeting for operational and system update and information integration.

Day to day responsibilities are -• Manage and lead a team to achieve team targets and meet team KPI.• Team management and capacity planning for smooth day to day operations.• Prepare rosters based on different channels.• Prepare SOPs, knowledge articles.• Conduct training, group discussion, and follow up sessions.• Escalate issues to other departments for resolutions depending on customer's queries and complaints.

Day to day responsibilities are -• Manage and lead a team to achieve team targets and meet team KPI.• Team management and capacity planning for smooth day to day operations.• Prepare rosters based on different channels• Prepare SOPs, knowledge articles.• Conduct training, group discussion, and follow up sessions.• Prepare monthly, weekly, daily performance and productivity reports.

Day to day responsibilities are -• Provide customer service through live chat, email, and Facebook messages.• Escalate issues to other departments for resolutions depending on customers' queries and complaints.• Communicate with customers with required and necessary resolutions and updates.• Meet-up every Monthly KPI.