Senior Operations Manager

COMPANY DESCRIPTION

About CRIF

CRIF is a global leader in credit bureau, business information, credit risk solutions and digital solutions. We elevate businesses to the next level with an expert blend of data and analytics. Through data-driven insights, we empower businesses to make confident, sustainable decisions across the credit lifecycle, while mitigating risk and fuelling growth.

Headquartered in Italy with more than 6,000 professionals worldwide, we operate in 39 countries across four continents. We have a strong presence in Asia with regional headquarters in Hong Kong SAR and Singapore, as well as offices in key cities including, Dushanbe, Hanoi, Ho Chi Minh City, Jakarta, Kaohsiung, Kuala Lumpur, Manila, Shanghai, Shenzhen, Taipei, Taichung, Tashkent, Tokyo and Zhongli.

Location: Ho Chi Minh City, Vietnam

Position Summary

The Senior Operations Manager will lead and oversee CRIF Vietnam's operational delivery, ensuring excellence in service execution, process efficiency, compliance, and customer satisfaction. Reporting to the country leadership team, this role is responsible for driving operational performance, implementing best practices, and supporting business growth through effective resource management and continuous improvement initiatives.

The successful candidate will work closely with local, regional, and global stakeholders to ensure operational effectiveness, maintain high service standards, and contribute to CRIF's strategic objectives in Vietnam.

Key Responsibilities

• Lead and manage day-to-day operational activities across CRIF Vietnam.
• Develop, coach, and mentor the operations team, fostering a culture of accountability, collaboration, and continuous improvement.
• Implement operational strategies and initiatives that improve efficiency, scalability, service quality, and customer experience.
• Drive process improvement and operational excellence programs to enhance productivity and performance.
• Monitor and report on operational KPIs, service levels, and performance metrics.
• Manage resource planning, workload allocation, and operational capacity to support business requirements.
• Ensure compliance with CRIF global standards, local regulations, data security requirements, and internal risk management policies.
• Work closely with Sales, Product, Technology, and Support teams to deliver seamless client solutions and services.
• Identify operational risks and implement appropriate mitigation and business continuity measures.
• Support customer relationship management by ensuring timely and high-quality service delivery.
• Collaborate with regional and global teams to share best practices and drive operational consistency across markets.
• Lead operational projects and change management initiatives to support business growth and transformation.

Qualifications & Experience

• Minimum 8-10 years of experience in operations management, preferably within financial services, information services, fintech, credit bureau, risk management, or data-driven organizations.
• Proven experience managing operational teams and delivering business-critical services.
• Strong analytical, problem-solving, and decision-making skills.
• Demonstrated track record in process improvement, operational efficiency, and productivity enhancement initiatives.
• Experience working within a multinational environment and collaborating with regional stakeholders.
• Good understanding of governance, compliance, risk management, and service delivery best practices.
• Strong stakeholder management and communication skills.
• Ability to manage multiple priorities in a fast-paced and matrixed environment.
• Strong leadership skills with the ability to motivate and develop teams.
• Fluent English communication skills, both written and verbal.

Preferred Attributes

• Results-oriented with a strong focus on operational excellence.
• Proactive and hands-on leadership style.
• Strong customer service mindset and commitment to quality.
• Adaptable and capable of leading teams through change and growth initiatives.