Vice President cx Operations

Join a rapidly growing regional leader in business process and digital services. Your new company Join a rapidly growing regional leader in business process and digital services, known for delivering exceptional customer experience solutions across industries such as telecommunications, finance, healthcare, and technology. With a strong foundation and ambitious plans for IPO and regional expansion, this organisation is poised to redefine CX standards in Southeast Asia.Your new role As the Vice President of Customer Experience Operations & Support, you will play a pivotal role in shaping the company's operational strategy and client delivery excellence.Reporting directly to the CEO and working closely with the Board and senior stakeholders, you will lead large-scale contact centre operations (voice, non-voice, omnichannel, and back office), drive client advocacy, and oversee support functions including training, quality assurance, workforce management, and analytics.You'll be responsible for P&L ownership, operational scalability, and embedding global best practices such as COPC and ISO across the enterprise.Act as the executive sponsor for key clients, strengthening trust through quarterly business reviews, performance storytelling, and proactive improvement plans.What you'll need to succeed 10-15 years of leadership experience in large-scale BPO or shared services environments, with at least 5 years at VP or Director level.Proven track record in operational governance, client relationship management, and strategic planning.Strong commercial acumen with P&L management experience.Certifications in COPC, Six Sigma, or Quality/Workforce Management are highly desirable.A visionary yet hands-on leadership style, with the ability to inspire teams and drive transformation.Excellent communication and stakeholder management skills, from frontline teams to board-level executives.What you'll get in return A rare opportunity to lead a high-impact transformation journey in a company preparing for IPO.Influence over strategic decisions at the highest level while staying close to operations.A platform to drive innovation, win industry recognition, and shape the future of CX in the region.A collaborative, high-performance culture that values growth, inclusion, and excellence.What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to khush.gill@hays.com.my, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Desired Skills and Experiencelead large-scale contact center operations (voice, non-voice, omnichannel, and back office), drive client advocacy, and oversee support functions including training, quality assurance, workforce management, and analytics.