Job Purpose:The 2 nd Center-in-Charge, as well as the Center-in-Charge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance.

Center Management:

• Oversee the daily operations of the center, ensuring all activities are carried out efficiently and effectively.
• Monitor and ensure that service standards are maintained at all times.
• Maintain a high level of customer satisfaction by addressing customer needs and concerns promptly.

Operational Efficiency:

• Ensure that the center’s resources are utilized efficiently to meet organizational objectives.
• Monitor and report key performance indicators (KPIs) such as customer flow, service times, and productivity.
• Identify opportunities for process improvements and implement best practices.

Compliance & Reporting:

• Ensure that the center adheres to all of the policies, regulations, and legal requirements.
• Maintain accurate records and prepare necessary reports on the center’s performance.
• Ensure the timely submission of all operational reports and updates to Operation Management.

Customer Relations:

• Handle customer inquiries and resolve any issues or complaints in a professional and timely manner.
• Foster a customer-centric environment within the center.
• Conduct regular feedback sessions with customers to improve service delivery.

Financial Management:

• Manage the center’s budget, ensuring expenses are within the allocated limits.
• Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner.

Other Responsibilities:

• Establish business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services.
• Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together.
• Monitor and handle fixed assets at the center and prepare the damage facility reports.
• Conduct check, recheck and counter checks on all KYC update forms signed by 2IC.
• Lead and take responsibilities to drive centers’ performance on all products and services.

• Recognized degree (preferably in Business Management, Business Administration)
• Minimum 3 years of working experience in financial operations and administrative field.
• Relevant Experience in project Management and customer service.