Senior Manager, Operations Intelligence at OKX

OKX is seeking a Senior Manager for Operations Intelligence to drive data-informed decision-making within Global Business Services (GBS). This role focuses on analyzing operational trends in customer interactions and issues, identifying root causes, and delivering actionable insights to executive leadership. The Senior Manager will partner with cross-functional teams to support process improvement, enhance operational efficiency, and drive positive outcomes for GBS operations.

Responsibilities:

• Conduct in-depth analysis of weekly operational data, focusing on customer contact trends, issues, and performance metrics within Payment Risk and Customer Service.
• Prepare high-level reports for top executives, summarizing trends, risks, and critical customer operations insights.
• Collaborate with stakeholders to understand operational pain points and improvement areas.
• Design and implement performance improvement initiatives, focusing on optimizing workflows and enhancing customer satisfaction.
• Serve as a trusted advisor to GBS senior leaders, ensuring a clear understanding of operational performance.

Requirements:

• Bachelor’s degree in Business Analytics, Operations Management, or related field; advanced degree preferred.
• Significant experience in operations analysis, ideally within environments involving GBS/Shared Services and Customer Service.
• Advanced proficiency in data analysis and visualization tools (e.g., Power BI, Tableau, SQL).
• Exceptional analytical and problem-solving skills.
• Excellent communication skills.
• Strong collaborative skills.

OKX Offers:

• Competitive remuneration package (Basic Salary + Yearly Performance Bonus)
• Meal Allowance up to RM 500/month
• Monthly Team Building RM 2500
• Benefits per annum (Training & Wellness)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion.
• Multinational working environment.