We are looking for an experienced operational leader to manage end-to-end Customer Operations delivery within a managed services/BPO environment supporting a petrochemical business. This role will oversee Customer Operations teams across Chemical and Refinery Operations, ensuring smooth service delivery, SLA achievement, operational stability, and strong stakeholder management.
Key Responsibilities:
- Lead and oversee daily Customer Operations delivery across multiple sub-functions
- Ensure SLA, KPI, and service quality targets are consistently achieved
- Manage escalations, operational risks, and client issues proactively
- Lead Team Leads and operational teams, ensuring strong performance and accountability
- Drive operational improvements, process optimization, and service stability
- Monitor operational performance using SAP and operational metrics
- Collaborate closely with internal stakeholders and client leadership teams
- Ensure compliance, governance, and audit readiness across operations
Requirements:
- 7–10+ years of experience in Customer Operations, Order Management, or related operational environments
- Proven experience managing BPO/shared services/managed services operations
- Minimum 3 years of people management experience leading Team Leads or operational teams
- Strong understanding of order-to-cash/customer operations processes
- Hands-on SAP operational experience is mandatory
- Strong leadership, stakeholder management, and escalation handling capability
- Fluent English communication skills, both spoken and written
- Experience within petrochemical, manufacturing, refinery, or complex operational industries is an advantage
Preferred Profile:
- Operationally strong and structured leader
- Comfortable working in SLA-driven and fast-paced environments
- Strong ownership mindset and problem-solving capability
- Able to manage operational complexity and delivery risks effectively
