The opportunity

Join the dynamic team at Advanced Info Service Public Company Limited (AIS) as a Operations Development Manager in the Virtual Banking. This role is responsible for managing escalated cases, tracking service performance, and improving customer care processes across digital platforms.

Key responsibilities

• Process Development & Improvement:
• Lead and manage operations development team, allocate workload, and coordinate development projects to ensure timely delivery and quality outcomes

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  Lead development and implementation of operational procedures, workflows, process flows, system requirements, and UAT execution in collaboration with IT, Product, and Compliance teams to enhance operational efficiency

  Vendor Management:

  •Call Center Oversight & Coordination: Oversee outsourced Call Center operations to ensure consistent service quality standards and customer satisfaction levels through regular review of service level agreements (SLA) and key performance indicators (KPI)

  
  •Manage other outsourced vendors under Operations department oversight, including performance monitoring, compliance with operational standards, contract management, performance evaluations, and coordination with internal teams for seamless integration

  
  •Lead vendor process improvement initiatives, develop system integration requirements, and coordinate with vendors to enhance operational efficiency and service delivery capabilities

  Internal Monitoring & Reporting:

  
  •Lead comprehensive data gathering and analysis initiatives across all operations teams as assigned by senior management, coordinate with specialist team members to collect operational data, analyze performance metrics, and prepare regular and ad-hoc reports (daily, weekly, monthly) for senior management to support internal control monitoring and decision-making

  
  •Lead analysis of operational data to support process development and system improvement initiatives, including identification of manual processes that can be automated in the future

What we're looking for

• Bachelor's degree in Business Administration, Management, Engineering, Computer Science, Information Technology, or related field
• Minimum 7 years of experience in operations management, business process development, system development, workflow design, or system requirements analysis

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  Experience in vendor management and service level agreement monitoring is preferred

  • Professional Competencies:
• Strong leadership and project management skills with ability to manage multiple development initiatives and vendor relationships simultaneously
• Analytical and problem-solving skills with ability to identify operational inefficiencies and develop practical solutions
• Solid technical foundation in system integration and process automation tools essential for operational development

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  Detail-oriented approach with strong attention to quality assurance and continuous improvement methodologies

  Language and Communication:

• Fluent in Thai and English (both written and spoken)
• Excellent communication and negotiation skills for vendor management and internal coordination
• Strong leadership and team management abilities with proven ability to coordinate cross-functional projects

What we offer

At AIS, we are committed to providing our employees with a rewarding and fulfilling work environment. Some of the benefits you can enjoy include:

• Competitive salary and performance-based bonuses
• Comprehensive health and wellness benefits
• Opportunities for professional development and career advancement
• Access to company discounts and exclusive employee perks

If you're ready to embark on an exciting career in the dynamic world of Fintech, we encourage you to apply now!