Operations Manager (Dispute Team)

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OKX is a leading digital asset trading platform that leverages blockchain technology to offer advanced financial services to traders worldwide. With hundreds of token and futures trading pairs, OKX assists traders in optimizing their strategies. As a prominent digital asset trading platform in terms of trading volume, we cater to millions of users across 100 countries. The platform's derivatives segment is globally recognized for its daily volume of around $10 billion, setting a high standard in the industry. At OKX, we envision blockchain technology as a means to eliminate transaction barriers, enhance transaction efficiency, and ultimately influence the global economy significantly. Our commitment lies in making groundbreaking innovations that shape the world and continuously enhance customer experience.

• Overseseeing and managing the day-to-day operations of the Overseas Dispute team, ensuring service delivery metrics are met.
• Strategically planning and deploying resources to fulfill operational requirements.
• Conducting Root-Cause-Analysis and implementing Back-Up-Track Plans in response to team disruptions caused by scheduled or unscheduled incidents. Key performance indicators include Average Handling Time (AHT), Lead Time (LT), Customer Satisfaction (CSAT), Service Level Agreement (SLA), among others.
• Developing a global strategic dispute workflow for end users and merchants, business standards, management systems, and incentive policies to enhance operational excellence.
• Continuous enhancement of service levels by focusing on customer feedback, solution processes, and enhancing the customer journey.
• Collaborating with cross-functional stakeholders to drive product enhancement and operational process improvements.
• Driving innovative solutions by identifying and addressing process bottlenecks and inefficiencies through digital means.
• Ensuring compliance with regulatory mandates and operational protocols.

What We Look For In You:

• Bachelor's degree or a minimum of 5 years of relevant experience in customer dispute operations (background in shared services, legal, audit, or consulting is advantageous).
• Proficiency in English (verbal and written) plus fluency in one native language (preferably).
• At least 3 years of managerial experience, including leadership of large and diverse teams (more than 75 members).
• Strong communication and analytical skills.
• Tech-savvy with a willingness to embrace technologies for driving transformation and change management.
• Demonstrated expertise in efficient hiring, training, coaching, and people management practices.

Nice to Have:

• Familiarity with ISO standards applicable to the industry, ideally leading or significantly contributing to the development and implementation of required policies and procedures.
• Working knowledge of CRM tools like Zendesk.
• Understanding of the cryptocurrency and/or fintech sectors.
• Experience collaborating with teams across global offices and time zones.
• Knowledge of fraud detection concepts.

Why Join Us?

• Competitive remuneration package, including Basic Salary, Generous KPI bonus program, Shift Allowance, and Annual Increment.
• Meal Allowance up to RM 500/month.
• Monthly Team Building activities.
• RM 2500 Benefits annually for Training & Wellness.
• Yearly Bonus scheme.
• Convenient workplace location (5 minutes walk from MRT TRX).
• Ample growth and promotion opportunities with support for skill development, mentoring, and training programs.
• Employee engagement, recognition, and appreciation initiatives.
• Multinational work environment offering diverse interactions and career advancement prospects through engagement with individuals from diverse backgrounds and cultures.