Overview

About the Role

We are seeking a highly driven and experienced Program Manager (Mandarin-speaking) to join our BPO operations. This role is critical in managing large-scale client programs, ensuring smooth delivery of services, and driving performance excellence. The successful candidate will work remotely for the first 6 months and then transition to our Johor office.

Qualifications

Qualifications & Requirements

Bachelor’s degree in Business, Management, or related field.
Fluent in Mandarin and English (spoken and written).
Minimum 5–7 years’ experience in BPO/outsourcing industry with at least 3 years in a program or project management role.
Proven track record in managing large client accounts or programs.
Strong leadership, stakeholder management, and problem-solving skills.
Excellent communication, negotiation, and presentation abilities.
Ability to work under pressure in a fast-paced environment.
Willingness to work from home for 6 months and relocate to Johor thereafter.
Flexibility to work across different shifts if required.

Responsibilities

Lead and manage end-to-end client programs, ensuring high-quality service delivery.
Act as the primary point of contact for clients, building strong relationships and ensuring satisfaction.
Drive operational excellence through performance management, process improvements, and best practices.
Partner with internal teams (Operations, Workforce, Training, Quality, IT, etc.) to ensure alignment and smooth execution.
Develop strategies to meet KPIs, SLAs, and client expectations.
Prepare and present program updates, performance reviews, and business insights to senior stakeholders.
Manage budgets, resources, and timelines to achieve program goals.
Identify risks, develop mitigation plans, and ensure compliance with company policies and client requirements.
Coach, mentor, and guide program team members to ensure continuous development.

Program Manager- Mandarin

Teleperformance