Senior Mandarin‑Fluent Contact Centre Manager & Fraud & Customer Experience Operations Leader – Strategic Champion of Global Digital Payments Excellence, Advanced Risk Management, and Unmatched Customer Delight at brighthush

About brighthush

brighthush is not just a digital payments platform; it is a global movement that empowers millions of individuals and businesses to move money across borders with unprecedented speed, security, and confidence. By marrying cutting‑edge technology, rigorous compliance frameworks, and a relentless focus on customer delight, brighthush has become the go‑to partner for brands that demand the highest standards of service in a fast‑moving, high‑stakes environment. Our culture thrives on curiosity, collaboration, and a shared drive for innovation, making us a true catalyst for change in the fintech ecosystem.

Why This Role Matters

As brighthush expands into new geographies, the need for world‑class customer support and robust fraud prevention becomes ever more critical. The Senior Contact Centre Manager will serve as the linchpin that connects our global client base, internal stakeholders, and frontline Mandarin‑speaking teams. This is a unique opportunity to shape the customer experience, drive operational excellence, and influence the future of digital payments. Your leadership will directly impact millions of users, ensuring that every interaction reflects brighthush’s commitment to quality, security, and delight.

Key Responsibilities

Governance & Performance Management

• Strategic Oversight: Own the overall performance of Statements of Work (SOW) in partnership with Vendor Account Management and Business Development.
• SLA Stewardship: Ensure day‑to‑day operations align with SLA commitments, proactively identify service delivery gaps, and implement corrective actions.
• Metrics & Reporting: Deploy robust service‑level reporting mechanisms to keep stakeholders informed and drive continuous improvement.

Infrastructure & Process Design

• Vendor Ecosystem: Build and maintain the vendor infrastructure required for flawless service delivery, including technology, financial controls, human resources, security protocols, facilities, and communication channels.
• Process Engineering: Design, document, and refine processes that support high‑volume, low‑error contact centre operations.
• Technology Enablement: Collaborate with IT and product teams to integrate new tools that enhance agent productivity and customer satisfaction.

People Leadership & Development

• Talent Cultivation: Champion a culture of low attrition and high engagement by mentoring Managers, Team Leaders, and Agents.
• Performance Coaching: Provide career coaching, performance feedback, and growth pathways that align with brighthush’s strategic objectives.
• Inclusive Environment: Foster a collaborative environment where every team member feels valued and empowered.

Operational Excellence

• Continuous Improvement: Lead the group of Managers to deliver process excellence through continuous monitoring, data‑driven insights, and critical feedback loops.
• Efficiency Gains: Drive initiatives that reduce cycle times, improve first‑contact resolution, and elevate customer satisfaction.
• Quality Assurance: Implement quality monitoring programs that ensure compliance with brand standards and regulatory requirements.

Fraud & Chargeback Management

• Root‑Cause Analysis: Conduct deep dives into customer complaints, appeal cases, and high‑risk transactions.
• Trend Identification: Evaluate potential fraud, share trends with the fraud strategy team, and ensure strict adherence to chargeback SOPs and representment requirements.
• Risk Mitigation: Develop and implement proactive fraud prevention strategies that protect both customers and the business.

Strategic Insight & Decision Making

• Data Translation: Translate data into actionable insights, recommend process improvements, and influence team strategy.
• Stakeholder Communication: Communicate findings to senior leadership and ensure alignment with corporate objectives.
• Policy Enforcement: Protect the client ecosystem by enforcing TOS, policies, and compliance across a global user base.

Client Relationship Management

• Proactive Engagement: Maintain proactive, transparent communication with clients.
• Change Management: Manage change initiatives, deliver POAs, and close loops on issues to strengthen trust.
• Business Development: Identify opportunities for upsell and cross‑sell based on client needs and performance data.

Team Growth & Innovation

• Scalable Solutions: Guide the team through transitions, fostering problem‑solving, critical thinking, and analytical capabilities.
• Innovation Champion: Champion scalable solutions that can adapt to evolving market demands.
• Knowledge Sharing: Lead knowledge‑sharing initiatives that elevate the skill set of the entire contact centre.

Essential Qualifications

• Academic Foundation: Bachelor’s degree or equivalent diploma in Business, Finance, or a related field.
• Senior Leadership Experience: Minimum 2+ years of senior people‑management experience in Fraud and Risk Operations within payment systems, covering chargebacks, customer complaints, and escalations.
• Operational Expertise: 10+ years of operational experience, preferably in BPO/ITES environments, with a proven track record of managing large, diverse teams.
• People Development: 7+ years of people‑management experience, including direct oversight of managers and a passion for developing talent.
• Strategic Mindset: Strategic thinker with strong analytical, problem‑solving, and decision‑making skills.
• Language Proficiency: Excellent written and verbal communication skills in Mandarin; proficiency in English is essential.
• User‑Centric Empathy: Empathy for users of social community platforms and a commitment to delivering exceptional customer experiences.
• Adaptability: Adaptability and resilience in fast‑paced, ambiguous environments.

Preferred Qualifications

• Cultural Intelligence: High cultural awareness of political and social contexts relevant to the markets served.
• Multilingual Capability: Multilingual capabilities beyond Mandarin and English, tailored to specific market assignments.
• Client Relationship Building: Experience building positive client relationships that translate into new business opportunities.
• Risk Identification: Proven ability to identify risks, propose improvements, and influence process changes.

Core Skills & Competencies

• Leadership & Mentorship: Inspire teams, manage performance, and cultivate a growth mindset.
• Operational Acumen: Deep understanding of fraud detection, chargeback processes, and compliance frameworks.
• Data‑Driven Decision Making: Leverage analytics to uncover trends, forecast risks, and drive continuous improvement.
• Stakeholder Management: Build trust with clients, vendors, and internal partners through clear communication and accountability.
• Change Management: Lead teams through transitions, ensuring minimal disruption and maximum adoption.
• Customer‑Centric Mindset: Prioritize user experience, turning complaints into opportunities for service enhancement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As a Contact Centre Manager, you will:

• Progress to senior leadership roles such as Director of Operations or Head of Fraud & Risk.
• Participate in cross‑functional projects that span technology, product, and compliance teams.
• Access continuous learning programs, including leadership workshops, industry certifications, and language training.
• Engage with a global network of experts, sharing best practices and driving innovation across regions.
• Receive mentorship from senior executives who are passionate about nurturing the next generation of leaders.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and relentless improvement. We celebrate diversity, encourage curiosity, and reward initiative. Your work environment will feature:

• Flexible work arrangements, including hybrid and remote options.
• State‑of‑the‑art technology platforms that empower you to deliver high‑quality service.
• Regular team‑building activities, hackathons, and innovation challenges.
• A supportive HR framework that prioritizes mental health, work‑life balance, and professional growth.
• Annual innovation summits where ideas are turned into actionable projects.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior contact centre leadership.
• Performance‑based bonuses tied to SLA achievement, customer satisfaction, and process improvements.
• Health, dental, and vision insurance plans for employees and dependents.
• Retirement savings plans with company matching.
• Generous paid time off, parental leave, and flexible vacation policies.
• Employee stock‑option plans and equity participation opportunities.
• Wellness programs, including gym memberships, mindfulness sessions, and health coaching.
• Professional development stipend for certifications and conferences.

Why Join brighthush

At brighthush, you will be part of a mission‑driven organization that is reshaping the future of digital payments. You’ll have the chance to:

• Lead a high‑impact team that directly influences millions of users worldwide.
• Drive strategic initiatives that shape the industry’s approach to fraud prevention and customer experience.
• Collaborate with top talent across technology, product, and compliance functions.
• Grow your career in a supportive environment that values innovation, learning, and personal development.
• Be part of a global community that celebrates success and learns from challenges together.

Ready to Make an Impact?

If you are a dynamic, results‑oriented leader ready to take on the challenge of managing a Mandarin‑speaking contact centre in a fast‑paced, global environment, brighthush invites you to apply. Join us in creating safer, more inclusive digital payment experiences for users around the world.