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Operations Support Manager - Devices Job Description

1. Job Overview

1. Job Title

Operations Support Manager - Devices

2. Job Code

COCL-W07-11

3. Job Family and Function

COCL-Customer Lifecycle Management

4. Reporting To

Head of Department 

5. Professional Development Level

• Mid Level

6. Job objective (Purpose, Engagement, and Delivery)

1. Purpose

Responsible for overseeing day-to-day operational activities, ensuring operational excellence, compliance, portfolio performance, and effective coordination between Operations, Sales, and other key stakeholders, while focusing on driving efficiency, managing risk, and supporting business growth through strong people leadership and process discipline.

2. Engagement

Act as the primary liaison between Operations, Sales, Credit, Customer Care,  Risk, Compliance, and other internal departments for issue resolution and coordination, while managing external partner and dealer communications.

3. Delivery

Drive operational excellence, process discipline, portfolio health, fraud and compliance management, system integration, and team performance to support company growth and customer satisfaction.

2. Core Responsibilities and Duties

The Employee’s core responsibilities include:

1. Operations Supervision & Team Leadership: Provide daily guidance and workload allocation to the operations team, monitor task execution, enforce accountability, and manage pending applications, down payment issues, and blocked accounts. Oversee dealer onboarding, KYC verification, and Turnaround Time (TAT) compliance for dealer and Front Officer account setup and support.
2. Account Lifecycle & Financial Integrity Oversight: Ensure end-to-end accuracy in account creation, account transfers, linking, account blocking protocols, and down payment reversals.
3. Portfolio & Performance Monitoring: Monitor portfolio health across dealerships and Front Officers, tracking indicators such as delinquency, fraud risk, and recovery progress. Conduct regular target reviews and recalibrations to align operational performance with business goals.
4. Fraud & Compliance Management: Supervise fraud case investigations in collaboration with Risk and Compliance, coordinate mystery call validations for customer co-payments, and enforce adherence to data security, iQMS, and ISO standards.
5. Stakeholder Communication & Escalation Management: Issue official operational communications (such as performance warnings or blocking notices) to Front Officers, resolve escalated dealer and partner inquiries, and address cross-departmental operational bottlenecks.
6. Process Management & Reporting: Validate and approve daily/weekly operational reports, dashboards, and sales summaries. Coordinate with Product, IT and Analytics teams to resolve technical issues, troubleshoot Knox service requirements, Watu app, and drive process automation.
7. Training & Mentorship: Facilitate onboarding and refresher training for front-office and back-office staff on process updates and compliance standards while mentoring team members.
8. Device Stock Oversight: Supervise device stock allocation and vendor SLA adherence to guarantee continuous hardware availability across regional hubs.

2. Specific Tasks By Supported Function or Individual

Operations & Team Leadership

1. Provide daily guidance, task allocation, and operational oversight to ensure timely processing of device applications and issue resolutions.
2. Supervise team workload and monitor turnaround time (TAT) compliance across daily operations.

Dealer & Partner Support

3. Manage dealer onboarding, account activations, and support inquiries to maintain strong partner relations.
4. Address and resolve operational escalations from external partners and front-line support staff.

Risk & Compliance Oversight

5. Partner with Risk and Compliance teams to investigate fraud cases, conduct mystery call audits, and enforce security policies.
6. Ensure compliance with company data protection protocols, ISO standards, and regulatory requirements.

Systems & Data Management

7. Collaborate with Product,  IT and Analytics teams to troubleshoot technical issues, manage device software requirements (such as Samsung Knox), and optimize operational databases.
8. Validate and maintain operational reporting dashboards to ensure data accuracy and support cross-functional decision-making.

3. Other Tasks

The Employee is also responsible for other tasks which include:

1. Continuous Improvement: Proactively identify, suggest, and implement process improvements to enhance efficiency and effectiveness, and participate in the review or development of processes, policies, and related frameworks across the organization.
2. Innovation and Automation: Contribute to initiatives focused on process automation and service innovation.
3. Information Security: Strictly adhere to confidentiality, data security policies, and relevant regulations.
4. Process Ownership (as assigned): Assume process ownership and/or management responsibilities as assigned, in accordance with the iQMS and ISO standards.
5. Ad Hoc Duties: Undertake other reasonable, work related tasks and projects as directed by the Direct Manager.

4. Employee Responsibilities

The Employee responsibilities include:

1. Task Completion and Accountability: Fulfill assigned tasks and duties with a high degree of responsibility, efficiency, and accuracy, ensuring timely delivery.
2. Performance Standards: Consistently meet or exceed established task performance requirements and quality standards.
3. Proactive Understanding: Clearly understand task requirements and expectations before commencing work, seeking clarification when needed.
4. Transparent Communication: Promptly inform the Direct Manager of any potential risks or issues that may impact task completion or performance standards.
5. Resource Management: Utilize company resources, including equipment and technology, responsibly and maintain their proper functioning.
6. Compliance and Conduct: Adhere to the Employment Contract, local legislation, and all company policies, procedures, and instructions, and proactively familiarize themselves with any changes as communicated, while maintaining ethical conduct at all times.
7. Responsibility for Outcomes: Take responsibility for the outcomes of their work, including any damages or losses resulting from negligence or failure to fulfill duties appropriately.

Qualification, Experience, and Knowledge

This section outlines the foundational qualifications, desired experience, and key knowledge areas for the intern role. The focus is on potential and aptitude for learning rather than extensive prior experience.

Education level

• Bachelor's degree in Business Administration, Management, or a related field; Master's degree (e.g., MBA) is highly preferred.

Previous Experience

• 5+ years of experience in operations management, hardware/device support or technical operations management, preferably in a device / asset financing industry.

Certifications/ Qualifications

• ITIL certification or Project Management (PMP/PRINCE2) preferred.

Language level

• English: C1 (Proficient user - able to understand a wide range of demanding, longer texts, and express themselves fluently and spontaneously without much obvious searching for expressions.)

Technical skills

• Proficiency in ERP systems, SQL/BI analytics tools, and IoT device management platforms.

Personal characteristics and skills

• Exceptional Strategic Thinking: Proven ability to analyze complex situations, identify key issues, and develop actionable strategic solutions.
• Outstanding Communication & Interpersonal Skills: Superior written and verbal communication skills, with the ability to communicate complex ideas clearly and concisely to diverse audiences, and build strong relationships with stakeholders at all levels.
• Strong Leadership & Influence: Demonstrated ability to influence without direct authority, drive initiatives, and motivate cross-functional teams.
• Proactive Problem Solver: Highly analytical and solution-oriented, with a track record of anticipating challenges and proactively addressing them.
• High Emotional Intelligence & Discretion: Ability to navigate sensitive situations with tact, maintain strict confidentiality, and adapt communication style to different personalities.
• Adaptability & Resilience: Thrives in a fast-paced, dynamic environment, capable of managing multiple priorities and adapting to changing demands.
• Organizational & Time Management Mastery: Exceptional organizational skills, with the ability to prioritize effectively, manage complex schedules, and ensure timely completion of critical tasks.
• Detail-Oriented with Big Picture Acumen: Possesses a strong attention to detail while never losing sight of the broader strategic objectives.
• Strong Business Acumen: Deep understanding of business operations, financial principles, and market dynamics.

Operational Efficiency

Account Onboarding Speed (Turnaround Time)

• Front Officer Accounts: ≥ 95% created within 24 hours.

• Dealer Accounts: ≥ 95% created within 48 hours.

Quality & Accuracy

Account Creation Accuracy Rate

• Achieve a 98%–100% error-free rate based on monthly quality audits across sampled accounts.

Team Performance

Team Service Level Agreement (SLA) Achievement

• Maintain an overall team target achievement rate (AR) of ≥ 95% across monthly onboarding and operational workflows.

Credit performance

Execution of credit decisions for dealers and front  officers

Ensure full (100%) execution and official communication release for all dealer and front officer credit decisions.

3. What We Offer

1. Be a part of an international, dynamic and driven team that has set their aspirations high and work hard to achieve those.
2. Opportunities to learn and grow together with us.
3. Competitive compensation package.
4. Health benefits.

Do you see yourself being part of the WATU team? Then please apply with your CV and a cover letter, we are looking forward to working with you!

*Please be cautious, this vacancy does not require individuals to pay for job opportunities*