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Head of Sales and Operations

Sales and marketing
Full-time
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KL Sentral, Kuala Lumpur

About The Job

Head of Sales & Operations is responsible for delivering revenue target and customer experience for the BIMA business in Malaysia. You will be responsible for setting up the business including hiring 50+ sales & support team, managing the day-to-day operations and driving our growth plans for Malaysia. The role covers sales, quality assurance, customer service & claims as key functional areas. 

 RESPONSIBILITIES 
Sales Operations & Customer Service 
  • Develop and execute strategy & operations for a division of 50+ employees 
  • Recruit & train agents, set up call center operations for the Malaysia business including developing relevant processes, tools and technologies for call centre operations 
  • Lead call center team (team leaders & agents across sales, quality & customer service) to deliver business objectives 
  • Drive sales improvement based on analysis on sales/ agent, CRM tools, productivity, conversion – find ways for us to be best in class! 
  • Lead Generation: Develop new strategies to build lead. Work with marketing to ensure integrated leads generation and customer acquisition effort 
  • Develop, implement and measure initiatives that improve customer experience and customer journey to drive loyalty of our customer base. 
  • Work with stakeholders (insurance companies & mobile operators) on customer experience, claims, etc 
 
People & Organization 
  • Excite, drive, motivate the team to live and breathe BIMA’s purpose (Protecting the Future of Every Family) and BIMA values 
  • Balance team / individual workload through effective time management, prioritization & organizational skills. 
  • Recruit & develop (training and coaching program / system) the team. 
  • Manage performance & resolve any people related issues. 

Job Requirements

  • 7-10 yeas of operational experience with min 5 years in sales/ operations of B2C service industry 
  • Degree in Business Administration/ related; MBA is a plus 
  • Experience in managing contact center teams with demonstrated new sales track record 
  • Demonstrated leadership, communication & problem-solving skills 
  • Ability to project manage and multi-task across initiatives and functions 
  • Strong understanding of the P&L 
  • Willingness to lead, take charge and offer opinion and direction, and at the same time accepting criticism and dealing calmly and effectively with high stress situations. 
  • Eager to work in a start-up environment and enthusiastic about building a new operation 
  • Fluent in English and Bahasa Melayu; Cantonese/Mandarin a plus 
  • Must have: Word, Excel and PowerPoint skills 

Our Culture

BIMA CULTURE

BIMA has a very distinct culture. We like people who are smart and independent, but we don’t like ego. We share our ideas as readily as we do our opinions, and are respectful when doing so. We are driven and ambitious, but we aren’t ruthless. Most importantly we never lose our sense of humor.
Everyone in the BIMA team shares a passion for adventure. We look for bold people who love to travel, experience different cultures and try new things.

To know more about BIMA, do visit our culture page for more information.

ABOUT BIMA

BIMA is one of the fastest-growing impact and tech companies in the world. We use disruptive mobile technology to bring insurance and health services to consumers at the bottom of the pyramid, on an unprecedented scale. In just five years, we’ve built a customer base of over 30 million subscribers in 15 countries across Africa, Asia, Latin America and the Caribbean. 
 
Funded by Axiata & Allianz, BIMA is led by a dynamic group of young entrepreneurs who are committed to disrupting the traditional insurance industry and democratizing access to vital services for billions of underserved families around the globe. In addition to being a recognized leader in innovation and inclusion, BIMA is one of the most attractive emerging market and insurance tech investment opportunities in the world.  
 
Joining BIMA at this stage provides an opportunity for you to truly influence the strategy of a global, growing business. We are a vibrant company where ideas and passion are welcomed and you get real responsibility from day one. 
 
We have brought together top-quality talent from the worlds of consultancy, development, technology, telecoms, health and finance to create a company like no other. Personality is just as important to use as experience; we are looking for intelligent, ambitious and adventurous individual who thrives in a fast-paced environment without ego. If this sounds like you, we encourage you to apply.  

Please visit www.bimamobile.com to learn more about BIMA, our team and the success and impact we’ve had so far.  Also check out what others think about BIMA, such as: 
 
We launched our operations in Malaysia in partnership with Celcom earlier this year and are looking to hire awesome people who want to work with us on enabling financial inclusion in Malaysia. We are a small team and joining at this time will enable you to take enhanced responsibility and grow quickly. 
 
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