Experienced Contact Centre Manager – Customer Service Operations (Mandarin Language) – Fraud Risk Management & Team Leadership

---

Join arenaflex: Shape the Future of Customer Experience

Are you a dynamic leader passionate about building high-performing teams and delivering exceptional customer experiences? arenaflex is looking for an experienced Contact Centre Manager (Customer Service – Mandarin) to lead our fraud risk management and customer operations division. This is a fantastic opportunity to join a global organization that values innovation, collaboration, and the professional growth of its employees.

At arenaflex, we pride ourselves on being at the forefront of the business process outsourcing (BPO) industry, delivering world-class services to clients across the globe. Our mission is to create meaningful connections between businesses and their customers while maintaining the highest standards of integrity and operational excellence. As part of our global operations team, you will play a pivotal role in managing complex customer service workflows, leading diverse teams, and driving process excellence in a fast-paced, dynamic environment.

If you thrive in challenging environments, possess strong leadership abilities, and have a passion for developing talent while delivering outstanding results, we invite you to apply for this exciting opportunity.

About the Role

The Contact Centre Manager will be responsible for overseeing the overall performance, governance, and day-to-day operations of our customer service and fraud risk management operations. This role requires a strategic thinker with proven experience in managing large teams across multiple workflows, particularly in the areas of fraud chargebacks, customer complaints, and escalations.

You will work closely with our vendor account management and business development teams to ensure seamless service delivery, adherence to Service Level Agreements (SLAs), and the implementation of effective operational processes. The ideal candidate will have a deep understanding of the BPO/ITES industry, exceptional people management skills, and the ability to navigate rapid change and ambiguity with confidence.

Key Responsibilities

As a Contact Centre Manager at arenaflex, you will be entrusted with a wide range of responsibilities that are critical to the success of our operations. Your duties will include but are not limited to:

• Operational Leadership: Manage the overall performance and governance of Statements of Work (SOW) in collaboration with Vendor Account Management and Business Development teams. Oversee day-to-day operations in accordance with requirements and SLAs outlined in the SOW, ensuring prompt identification and resolution of service delivery issues.

• Infrastructure Establishment: Build and maintain the vendor infrastructure necessary to perform services, including technology, financial, human resources, security, facilities, and communication resources. Install all service delivery processes and Service Level reporting mechanisms.

• People Management: Provide exceptional people management, mentorship, and career development to team members, including Managers, Team Leaders, and Agents. Foster a culture of high engagement, achieve low attrition levels, and ensure continuous employee development.

• Team Leadership: Lead a group of Managers and drive process deliveries and process excellence through consistent monitoring, critical inputs, and strategic guidance.

• Deep Dive Analysis: Conduct thorough deep dives on customer complaints and appeal cases received from business lines, including user appeal documents, user analysis, and trend identification. Evaluate completed transactions flagged with high-risk indicators for potential fraud and collaborate with the fraud strategy team.

• Chargeback Management: Guide the team in completing chargeback cases within SLA/preset timelines. Ensure all representment documents are gathered correctly and match the case with the appropriate chargeback reason. Strictly follow chargeback operation standard SOPs and requirements.

• Mentorship and Development: Provide mentorship, guidance, and career development to direct reports and team members. Lead a high-performing team through exciting transitions to build problem-solving, critical thinking, analytical, and technical capabilities.

• Goal Setting and Strategy: Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development.

• Insights and Recommendations: Identify actionable insights, suggest recommendations, and influence team strategy through effective communication with cross-functional gl