Faff nightmare
Every company has its flaws, but Faff has some of the worst I have seen.
If you are looking for an operations role, be careful. The company sells the title of “operations,” but the work does not constitute proper operations experience. As an RM, the job mostly involves replying to customers from time to time about their requests and handling payments. Honestly, even a 10th-pass person could do that.
As a Faffer or Executive, you are expected to identify every possible way to deliver the service to the customer. On paper, it may sound simple, but in reality, both RMs and Faffers are constantly pressured to get tasks done within extremely short timelines(within 5 to 10 minutes). If the work is not completed quickly, you are blamed and screwed over.
None of the work actually contributes to real operations-level experience. In the corporate world, the work done here is not considered proper operations experience because it is basically like being a personal assistant for someone. Most of the work involves doing daily routine tasks that people would normally do for themselves, but here you are doing them for someone rich.
Funny that the boss claims that the service is meant for HNIs or the elite groups, but in reality, many customers are extremely difficult (cheapskate) to deal with.
The worst part is the work culture. Employees are treated like slaves. The working hours are excessive, and even after office hours, the work continues from home and after midnight because the tasks never really stop.
What makes it even worse is that the boss and his close group of managers keep creating a hostile work environment by constantly changing systems, formats, and SOPs every 10 days. This makes it extremely difficult for employees to work smoothly.
The managers are mostly silent and do not speak up or contribute meaningfully because, at the end of the day, the ones who suffer are the RMs and Faffers.
The company also does not seem interested in hiring higher-level people with proper operations knowledge or experience. This appears to come from the boss’s ego, as he seems to believe he can manage everything himself, even though the company is clearly struggling.
People are hired with promises of senior or junior-level positions, but in reality, everyone eventually gets stuck doing executive-level work because the company mainly needs people to replace those who keep leaving.
Customer retention is lost and a joke here.
Every two weeks, there is a drinking party in the name of a progress review meeting, but it mostly feels like a fake attempt to make employees believe they have a social life and that the workplace is somehow fun or healthy.
Overall, if you are looking for a serious operations role, this is not the place. The title may sound good, but the actual work, culture, management, and growth prospects are very disappointing, especially if you genuinely want to grow.