Location
kuala lumpur, kuala lumpur, Malaysia
Posted
July 27, 2026
Job Description
Head of CM BPO Operations (Senior Manager)
Based in Kuala Lumpur, this position reports to the CM Senior Director and leads a team of approximately 70 staff across Receipting, Collections/Chasers, and Fraud and Dispute Operations. The role manages supervisors and team leads covering Receipting, Collections, Fraud/Investigations, Quality, Workforce Planning, and Projects/Systems Analysis, with overall accountability for operational performance, compliance, and service delivery.
Operational Leadership
- Lead daily operations for Receipting, Chasers, and Fraud/Investigations teams, ensuring SLA, KPI, and compliance performance.
- Manage team leads and supervisors; drive productivity, accuracy, and service quality across functions.
- Oversee fraud/AML investigations, ensuring timely escalation and collaboration with compliance and risk.
- Maintain controls and audit readiness for receipting and cash applications.