LAWRENCE
Senior Manager Operations
Kuala Lumpur
Summary
A well-rounded leader with over 15 years of sales and customer service experience. Confident in generating business quickly with the proven ability to work towards and consistently exceed target. A problem solver and can grasp complex problems and devise creative solutions. A team-oriented professional who can work with people at different levels. At a personal level a positive “can do” attitude and hungry for challenges and success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Proven strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Senior Operations Manager
Concentrix
03.2023 - Current
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Optimized costs to contribute to productivity.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Allocated resources to planned programs according to business objectives.
- Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Assisted in recruiting, hiring of team members.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
Operations Manager
Concentrix
9 2021 - 03.2023
- Leading an e-commerce campaign supporting SG market across multiple LOB
- Collaborate with cross boarder team for knowledge sharing sessions, process improvement and best practices
- Run weekly cadence call to ensure smooth sail, and address any challenges/feedback from both internal and external stakeholders
- Work closely with all team members and create fun and exciting work environment to ensure happy and motivated resources
- Work closely with team leads and other stakeholders to re-engineer process to better suite and ease the business
- Work with BI team on establishing reporting mechanism to showcase accurate data on operational transactions to assist in devising appropriate measures.
Team Manager
Denave (M) Sdn Bhd
06.2020 - 06.2021
- Leading multiple campaign ranging from demand generation, partner recruitment and end to end sales
- Managing the APAC ISR with a focus on pipeline development programs and creation of innovative solutions that support the MU Sales and Services User Adoption solutions across all customer segments with responsibility for Regional Revenue
- Run weekly cadence call to ensure smooth sales funnel management Oversee reporting, planning, and performance auditing
- Consistently exceeding QoQ target for demand generation campaigns
- Work closely with all team members to ensure a diverse team
- Work closely with sales reps to understand market insights and suggest GTM to regional teams to increase sales/pipeline output
- Work with BDM’s on the market/consumer insights to device new product/services to entice new customer/ segment.
Operations Manager
SELLBYTEL Group APAC (Webhelp)
06.2017 - 06.2020
- Managing the Regional GTM with a focus on enablement, pipeline development programs and creation of innovative solutions that support the MU Sales (both Direct and Indirect models) and Delivery teams to close and execute OnPrem & Cloud Software and Services User Adoption solutions across all customer segments and partners; with responsibility for Regional Revenue, Bookings and Contribution
- Working with marketing operations and developing marketing campaign, execute and track adoption and results
- Assist HR with recruiting when necessary
- Consistently meeting QoQ target and exceeding annual target by 37% (T-5.7 Mil, A- 7.8 Mil) Manage, track, and report on BDF/MDF funds and associated ROI Run weekly cadence call to ensure smooth sales funnel management Analyze and prepare pipeline and attainment reports inline to quarterly budgets
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
- Run weekly 1:1 to understand closures and pipe strength
- Successfully maintained attrition below 3% Run weekly forecast calls with both on-site and remote teams to ensure numbers are aligned.
Assistant Manager-Operations
SCICOM MSC Berhad Kuala Lumpur
- Create an inspiring team environment with an open communication culture
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience
- Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets, through this process discover training needs and collaborate with TQM team to address the gaps (learning and coaching) Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
- Ensures service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery
- Supports team manager and performs management duties when manager is absent or out of office
- Assists management with hiring processes and new hire training
- Day to day performance monitoring, management of people (internal & external stakeholder), and real time support and escalation management.
Education
Master in Business Administration (MBA) -
UNITAR
Petaling Jaya 01.2020 - 04.2021
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Cochrane
Kuala Lumpur 01.2005 - 04.2007
Skills
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Leadership Experience
- 2013 & 2014 - Best Team Manager Award for 2 Consecutive Year
- Completed BTEC Level 4 Professional Diploma in International Contact Center Management
Timeline
Senior Operations Manager
Concentrix
03.2023 - Current
Team Manager
Denave (M) Sdn Bhd
06.2020 - 06.2021
Master in Business Administration (MBA) -
UNITAR
01.2020 - 04.2021
Operations Manager
SELLBYTEL Group APAC (Webhelp)
06.2017 - 06.2020
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Cochrane
01.2005 - 04.2007
Operations Manager
Concentrix
9 2021 - 03.2023
Assistant Manager-Operations
SCICOM MSC Berhad Kuala Lumpur
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