Business Process & Performance Manager

About the role

The Business Process & Performance Manager will lead analysis, optimisation and project delivery to boost operational efficiency and support strategic decision‑making. You will work closely with senior leadership, the telemarketing team and cross‑functional stakeholders to drive measurable business growth.

Key responsibilities

• Lead business‑analysis initiatives, develop dashboards, reports and performance analytics for daily management.
• Manage and optimise the telemarketing team to meet business targets.
• Coordinate cross‑functional projects, act as project lead and serve as the main point of contact for the technology team in China.
• Continuously improve CRM and other business systems, ensuring data integrity and usability.
• Monitor KPIs, identify inefficiencies and implement scalable solutions for productivity, cost management and quality.
• Provide data‑backed recommendations to senior executives and present clear updates to stakeholders.

Required profile

• Bachelor’s or Master’s degree in Business Administration, Management, Computer Science, Information Systems or related field.
• 3‑6+ years of experience in project management, data analytics, strategy consulting or field operations.
• Proven experience leading large‑scale projects and process‑improvement initiatives with tangible results.
• Experience in team leadership, preferably in telemarketing or customer operations.
• Strong analytical mindset, problem‑solving ability and understanding of operational and regulatory risk.

Required skills

• CRM systems
• Business Requirements Document (BRD) creation