L1 CS Operations Lead (Monee)

Monee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Join to apply for the Vendor Manager (Monee) role at Monee. We are seeking a hands-on Vendor Manager to build and manage Monee’s outsourced L1 BPO operations from the ground up. This role will design vendor governance frameworks, ensure regulatory compliance, oversee workforce planning and real-time management, and drive operational excellence across partners. Working closely with CX, Operations Excellence (OE), and vertical leads, the Vendor Manager will establish strong vendor accountability while enabling Monee’s long-term scalability.

Responsibilities

• Design and implement vendor management framework covering SLAs, KPIs, escalation paths, and reporting cadence.
• Draft and apply penalty/incentive structures to ensure vendor accountability and service quality.
• Ensure BPO operations comply with regulatory requirements on complaint handling, data pr...