1,449 Call Center Operations jobs in Malaysia

Service Delivery Director

Role Purpose

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.

Key Accountabilities

• Owns overall service vision and delivery across all areas of contract base.
• Actively owns service risks, controls service costs & improves productivity of high complexity contracts for customers & client's in order to increase profitability & continually improve cost effectiveness.
• Works collaboratively with customers developing strategic roadmaps for IT delivery.
• Service Introduction and the successful management of change.
• Proactively leads internal and external suppliers in a service partnership as ‘one service team’ to customers.
• Leads & is a regular contributor & innovator to the continual improvement of Service Delivery standards & practices for the customer contract & SDM role family.
• Leads, motivates & develops their team, directly or indirectly to build business capability. Provides direction & constant improvement to quality.
• Accountable for significant cost budgets and governance of complex and diverse multidisciplinary teams within a global context.
• Responsible for contract lifecycle, developing new business and growth within the account leading on opportunities and new business, such as renewals.

Key Performance Indicators

• Service performance meets Service Level Agreement (SLAs).
• Service availability, security, capacity & continuity.
• Delivery to P&L of account.
• Driving efficiency.
• Additional profitable service revenue.
• Customer satisfaction & action plan.
• Performance Management.
• Account / Sales growth targets.

Competencies

• Refer to SFIA Framework for Professional Competencies
• Service level management (SLMO) Level 6
• Stakeholder relationship management (RLMT) Level 6
• Financial management for IT (FMIT) Level 6
• Contract management (ITCM) Level 5
• Business risk management (BURM) Level 6
• Sales support (SSUP) Level 5
• Client services management: (CSMG) Level 5
• Change implementation planning and management (CIPM) Level 6
• Service acceptance (SEAC) Level 6
• Change management (CHMG) Level 5

#J-18808-Ljbffr

R Systems WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Direct message the job poster from R Systems

R Systems (A Blackstone Portfolio Company) | Dynamic Talent Acquisition Leader | Expert in Strategic Hiring and Candidate Engagement for Tech…

Job location- KL (Puchong)

Mode of work- Hybrid

Type:- Renewable contract

MISSION / SERVICE PURPOSE

This service is responsible for the ensurance of the services of Unified Service Desk provided to clients and internal stakeholders in meeting the agreed-upon standards of quality, efficiency, and satisfaction. This service is responsible for the end-to-end delivery of services, interface between clients / account management team and various teams, and fulfillment of service levels and contractual obligations. Continuous improvement of service processes, prompt issues resolution, and enhancement of overall customer experience to foster long-term trust and value.

Service Requirements

• Expertise in service management frameworks such as ITIL is an added advantage
• Metrics analysis and generating of reports to improve service delivery
• Expertise in incident, problem, and change management processes
• Expertise in conflict or escalation resolution that impacts daily deliverables
• Management of Unified Service Desk that comprises Service Desk, Onsite Support and Service Request Fulfilment
• Coordination of Unified Service Desk delivery activities across supported countries
• Management of incident and service request resolution processes within the scope
• Ensurance of compliance with organizational policies and standards
• Monitoring and management of service performance of the team against SLAs and KPIs
• Interface between client /account management teams enquiry for tasks supported
• Handling of client / account management team communications and escalations
• Preparation and presentation of service performance report
• Management of resources, including staffing and vendor relationships
• Management of risks and ensurance of service continuity
• Maintenance of processes, procedures, and service levels documentation
• Participation to strategic planning for service growth and enhancement

CRITERIA / Qualifications

• Practical expertise (typically 3-5 years) of service delivery operations management, preferably in a similar industry.
• Expertise in oversight of the process of service desk, onsite support and service request fulfilment
• Expertise in client and account management
• Coordination of incidents and service requests with relevant technical/support teams

Non-negotiable must haves:

• Ensurance of service quality, performance metrics, and client satisfaction
• Junior to confirmed technical expertise relevant to the services being delivered
• Technical Expertise and Capabilities
• Global environment – Professional English environment mandatory

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology, Consulting, and Other

Industries

• IT Services and IT Consulting, Insurance, and Banking

#J-18808-Ljbffr

About the job

CTOS Digital is a key player in ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individual and business with the confident to make sound credit decision through access to data and insights at greater ease and speed.

This role will support the planning, execution and monitoring of service delivery across projects and programs to clients. This role will ensure that services are delivered to agreed-upon standards, timelines and budgets, while collaborating closely with project managers, clients and internal teams to drive continuous improvement and client satisfaction.

Key Responsibilities

• Support the end-to-end execution of service delivery processes in line with SLA and internal quality standards.
• Monitor daily service operations and ensure timely issue resolution by working closely with cross-functional teams.
• Maintain accurate documentation of service processes, client requirements, and issue resolutions.
• Prepare service reports and dashboards for internal reviews and performance tracking.
• Assist in identifying process gaps, inefficiencies, and recommend improvements for enhanced service performance.
• Coordinate onboarding and transition of new clients or services into operational workflows.
• Ensure adherence to compliance, risk, and data privacy policies in all service activities.
• Participate in service review meetings and contribute to client feedback and relationship management.

What Does It Take To Be Successful

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Project Management
• Certification in ITIL, PMP or PRINCE2 is a plus

Work Experience

• 3+ years of relevant experience in service delivery, project coordination or project coordination preferably in technology or fintech

Knowledge, Skills & Competencies

• Familiar with service management tools or platforms is a plus
• Attention to detail with good organization skills
• Good communication and interpersonal skills, with the ability to build rapport
• Good service delivery knowledge to support solution configuration issues and enhancements
• Good analytical and problem-solving skills
• Able to work independently and collaborate with cross-functional teams
• Able to multi-task, prioritize and manage time effectively.

#J-18808-Ljbffr

In terms of support case management and reporting, preventive maintenance arrangement and report presentation, service performance assessment, execution of improvement plan, and escalation management, operate as the single point of contact to maintain strong customer connections.

Responsibilities on the Job

Review and create problem case reports for presentation.
Prepare a presentation deck for meetings about service performance.
Hold regular service performance review sessions.
Participate in troubleshooting sessions for escalated situations for communication and reporting.
Plan and carry out preventive maintenance for key customers.

Job Prerequisites

A university degree or technical qualification in Computer Science, Information Technology, or a related field is required.
At least 5 years of expertise in IT networking and cyber security.
Excellent oral and written communication abilities.
Effective time management skills, as well as the ability to operate under pressure and meet tight deadlines.
A team player with good analytical skills and a pleasant approach at work.

Required Qualifications

Ability to write technical documentation.
Ability to detect dangers and grasp technical considerations.
Excellent customer service or project management abilities.

#J-18808-Ljbffr

R Systems WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Direct message the job poster from R Systems R Systems (A Blackstone Portfolio Company) | Dynamic Talent Acquisition Leader | Expert in Strategic Hiring and Candidate Engagement for Tech…

Job location- KL (Puchong) Mode of work- Hybrid Type:- Renewable contract MISSION / SERVICE PURPOSE

This service is responsible for the ensurance of the services of Unified Service Desk provided to clients and internal stakeholders in meeting the agreed-upon standards of quality, efficiency, and satisfaction. This service is responsible for the end-to-end delivery of services, interface between clients / account management team and various teams, and fulfillment of service levels and contractual obligations. Continuous improvement of service processes, prompt issues resolution, and enhancement of overall customer experience to foster long-term trust and value. Service Requirements

Expertise in service management frameworks such as ITIL is an added advantage Metrics analysis and generating of reports to improve service delivery Expertise in incident, problem, and change management processes Expertise in conflict or escalation resolution that impacts daily deliverables Management of Unified Service Desk that comprises Service Desk, Onsite Support and Service Request Fulfilment Coordination of Unified Service Desk delivery activities across supported countries Management of incident and service request resolution processes within the scope Ensurance of compliance with organizational policies and standards Monitoring and management of service performance of the team against SLAs and KPIs Interface between client /account management teams enquiry for tasks supported Handling of client / account management team communications and escalations Preparation and presentation of service performance report Management of resources, including staffing and vendor relationships Management of risks and ensurance of service continuity Maintenance of processes, procedures, and service levels documentation Participation to strategic planning for service growth and enhancement CRITERIA / Qualifications

Practical expertise (typically 3-5 years) of service delivery operations management, preferably in a similar industry. Expertise in oversight of the process of service desk, onsite support and service request fulfilment Expertise in client and account management Coordination of incidents and service requests with relevant technical/support teams Non-negotiable must haves: Ensurance of service quality, performance metrics, and client satisfaction Junior to confirmed technical expertise relevant to the services being delivered Technical Expertise and Capabilities Global environment – Professional English environment mandatory Seniority level

Mid-Senior level Employment type

Contract Job function

Information Technology, Consulting, and Other Industries

IT Services and IT Consulting, Insurance, and Banking

#J-18808-Ljbffr

About the job CTOS Digital is a key player in ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individual and business with the confident to make sound credit decision through access to data and insights at greater ease and speed. This role will support the planning, execution and monitoring of service delivery across projects and programs to clients. This role will ensure that services are delivered to agreed-upon standards, timelines and budgets, while collaborating closely with project managers, clients and internal teams to drive continuous improvement and client satisfaction. Key Responsibilities Support the end-to-end execution of service delivery processes in line with SLA and internal quality standards. Monitor daily service operations and ensure timely issue resolution by working closely with cross-functional teams. Maintain accurate documentation of service processes, client requirements, and issue resolutions. Prepare service reports and dashboards for internal reviews and performance tracking. Assist in identifying process gaps, inefficiencies, and recommend improvements for enhanced service performance. Coordinate onboarding and transition of new clients or services into operational workflows. Ensure adherence to compliance, risk, and data privacy policies in all service activities. Participate in service review meetings and contribute to client feedback and relationship management. What Does It Take To Be Successful Qualifications Bachelor’s degree in Business Administration, Information Technology, Project Management Certification in ITIL, PMP or PRINCE2 is a plus Work Experience 3+ years of relevant experience in service delivery, project coordination or project coordination preferably in technology or fintech Knowledge, Skills & Competencies Familiar with service management tools or platforms is a plus Attention to detail with good organization skills Good communication and interpersonal skills, with the ability to build rapport Good service delivery knowledge to support solution configuration issues and enhancements Good analytical and problem-solving skills Able to work independently and collaborate with cross-functional teams Able to multi-task, prioritize and manage time effectively.

#J-18808-Ljbffr

Overview

At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With change comes opportunity, and you’ll have the freedom to dream up and deliver better solutions and the space to move your career forward in endlessly different directions. Your day to day The role aims at organizing and directing the entire FG / material flows (in/out) to fulfill internal and external customers’ expectations and comply with all laws and regulations. You will lead and continuously improve the importation, transportation and storage of FG / materials to guarantee an efficient and flawless end-to-end process. You will contribute to building a unique consumer experience (internal/external) by guaranteeing adequate product availability across multi-distribution channels. You will drive the entire logistics and distribution activities leveraging contemporary solutions to reach best-in-class levels. You will be responsible to Strategy development and execution: Direct the development of national strategies for import/export, logistic, storage and distribution and ensure roll-out and implementation to achieve outstanding service levels, reduction in lead time and optimal operational costs or working capital utilization. Keep abreast of new developments in the supply chain field and promote the implementation of best-in-class standards. Drive synergies and knowledge sharing with other affiliates, regional/central functions and SSC to enhance overall performance. Logistics, warehouse, LOGD exposure minimization and product disposal Lead and direct the importation/exportation, transport and storage activities for FG / Materials; in order to ensure an optimal and cost-efficient flow of the products between on-site, off-site warehouses, factory, distribution centers and consumers contributing to the fulfilment of the company objectives. Responsible to implement proper network and information to manage the best logistics service to customers. Facilitate product returns from customers which includes planning for product rotation, depletion and LOGD exposure minimization from trade. Facilitate product disposal for expired / damaged / non-commercial products including the coordination of disposal activities in compliant with PM requirements. Plan, organize and control warehousing requirements and inventory management systems for all product categories allowing proper and safe storage conditions. Plan, manage and control third parties activities ensuring quality, safety and security standards. Customs: Ensure one single point of contact for all customs related topics and relationship with governmental authorities to ensure business continuity and adherence to PMI policies & procedures, while keeping abreast of all local and international legislations / regulations. Develop and implement programs that guarantee compliance to customs and PMI 14-C requirements. Regularly conduct risk assessment and develop mitigation action plans. Escalate and inform PM management of possible risk and exposure to avoid any serious implications to the company's image Control the activities of the customs broker in accordance with contractual, operational, legal, and best practice requirements, including the regular evaluation of the customs broker performance Ensure that the right management systems are in place and flawless execution of Tax Stamps, Duty Payment and Duty Refund activities Ensure timely authority approvals for licenses and permits related to FG / materials Maintain strong and regular communication with PMI Indirect Taxation Team Participate in the development of and lead the deployment of strategies in-line with PMI customs global strategies and principles. Ensure that all opportunities in the customs / trade agreements are regularly assessed and then drive the implementation of processes, systems and productivity improvements to optimize the sourcing strategies. Relationship With Governmental Authorities and Compliance Risk Management Manage the relationship with governmental authorities through the support of Corporate Affairs and distributors (where applicable), and implement legislative changes to ensure business continuity and adherence to PMI practices and principles (P&P); while keeping abreast of all national / international legislations / regulations Support and participate in all governmental and corporate audits, in order to get full compliance with national / international legislations / regulations to secure compliance in all business aspects; and ensure that all issues related to the in-scope logistics and warehousing activities are escalated to the relevant external / internal parties, and solved immediately on a permanent basis Build sustainable risk assessment and develop action plans for the in-scope logistics and warehousing activities, in order to mitigate any compliance risks Distribution and order management: Order management: Driving demand sensing baseline forecast and predict, combine and synchronize the demand to provide better service levels at optimal costs, by managing orders received from the market and including this input as part of the forecast/ orders. Guarantee that customer data, documentation, quantity, pricing, credit control…are compliant, accurate and up to date. Distribution: ensure the delivery of our multi-category product to our customers/consumers is executed optimally and with high quality, in a timely manner by Ensuring availability of goods in the right quantity and on time to maximize service and reduce inventories and LOGD through planning and organizing FG shipments to customers, distributors (EZDs), Distribution Center (DC), Key Accounts and PoS (where applicable) ; while ensuring compliance with national / international legislations / regulations and PMI. Participating with commercial/customer care teams in the new commercial projects and anticipating future business needs Mastering the use of existing and future tools and technologies Manage Local SC risks following PM crisis management procedures and Business Continuity Plans Plan, manage and control PMI and third parties activities and ensure the alignment with national / international legislations / regulations and PMI handling, storage, transportation, and EHSS standard Third Party And System Management Prepare, propose, and agree the KPIs in co-ordination with 3PL Service Providers’ management; continuously track their performance based on the agreed KPIs, and build the action plans and take the necessary precautions; in order to proactively eliminate any performance issues Ensure that the right management systems are in place, in order to maximize the efficiency of the in-scope activities; while externally / internally looking for any system developments, which will further improve the efficiency Ensure order management and replenishment activities are executed by PMI / 3PL Service Providers in-line with the contracts; and compliant with national / international legislations / regulations, and PMI practices & principles (P&P) BCP Develop, regularly test and maintain the BCP (Business Continuity Plan) for logistics, warehousing, and distribution operations; in case of unscheduled absentees, systems issues, and / or equipment / truck breakdowns. Report and confirm to PMI Management at least annually the effectiveness and results of the BCP test Standard, Improvement Processes and Systems In collaboration with COE the preparation, deployment, and utilization of the PMI standard operating guidelines & systems considering the nature of each type of products transported & stored; to guarantee their quality, EHS&S precautions are taken and are in-line with local legislations / regulations. Develop and implement standards working procedures, operating guidelines & systems Drive the drumbeat process and ensure adherence to it Ensure all documentation and transactions in the systems are done accurately and on-time. Control the timely and proper submission of legislative documents required for application, extension, and closure of incentive certificates, in order to maximize benefits for the company and avoid any compliance issues. Actively participate or initiate improvement programs; evaluate, analyze, and implement alternatives; in order to improve consumers (internal and external) service levels at optimal cost. Relentlessly look for and explore any opportunities by keeping abreast of new industry/technological development applicable to Logistics and Distribution and maintain a strong and regular communication with PMI and other affiliates. Take a leadership role in pioneering, testing and proposing new opportunities and when successful ensure the sharing across PMI Budget, reporting and controlling: Direct the preparation, secure the approval and control the implementation of the budget for the Logistics and Distribution operations department. Lead periodical (i.e. monthly) tracking of the performance of Department by setting clear KPIs; and drive the generation of ideas / solutions for further optimization, streamlining and standardization. Ensure all operations executed by 3PL Service Providers are in-line with the contracts, and compliant with local and international legislations / regulations and PMI policies & procedures Closely work with Finance to periodically track the actual spend vs. budget, identify possible deviations, propose corrective measures. Inform Management in case of risk or significant deviation in line with PMI policies People Management Organize, manage, staff and develop a motivated, skilled, and optimally resourced team to ensure that performance levels and professional development will achieve or exceed business objectives. Maximize the organizational and individual performance in attainment of business objectives, manage, coach, develop and motivate staff as a key to reaching excellence. Reinforce and adapt a process-oriented structure with a continuous optimization of utilization of manpower and equipment. Create a self-motivating environment that encourage all employees to develop to their full potential and freely express their ideas for continuous improvement of the workplace conditions and business performance Ensure that the entire team and third parties are aware and follow PMI practices, principles (P&P) and that relevant trainings are provided to PMI and third parties employees to guarantee a compliant, well- managed, and efficient work environment, while being able to adequately respond to audits enquiries and challenges from the governmental authorities. Who we’re looking for University degree in Business Administration, Supply Chain, Economics, Industrial Engineering, or similar Master's degree is a plus Minimum 7 years’ experience in Supply Chain within a multinational environment, with at least 5 years in a supervisory / managerial role Good experience with Malaysian Customs 13566

#J-18808-Ljbffr

Service Delivery Director

Role Purpose The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.

Key Accountabilities

Owns overall service vision and delivery across all areas of contract base. Actively owns service risks, controls service costs & improves productivity of high complexity contracts for customers & client's in order to increase profitability & continually improve cost effectiveness. Works collaboratively with customers developing strategic roadmaps for IT delivery. Service Introduction and the successful management of change. Proactively leads internal and external suppliers in a service partnership as ‘one service team’ to customers. Leads & is a regular contributor & innovator to the continual improvement of Service Delivery standards & practices for the customer contract & SDM role family. Leads, motivates & develops their team, directly or indirectly to build business capability. Provides direction & constant improvement to quality. Accountable for significant cost budgets and governance of complex and diverse multidisciplinary teams within a global context. Responsible for contract lifecycle, developing new business and growth within the account leading on opportunities and new business, such as renewals.

Key Performance Indicators

Service performance meets Service Level Agreement (SLAs). Service availability, security, capacity & continuity. Delivery to P&L of account. Driving efficiency. Additional profitable service revenue. Customer satisfaction & action plan. Performance Management. Account / Sales growth targets.

Competencies

Refer to SFIA Framework for Professional Competencies Service level management (SLMO) Level 6 Stakeholder relationship management (RLMT) Level 6 Financial management for IT (FMIT) Level 6 Contract management (ITCM) Level 5 Business risk management (BURM) Level 6 Sales support (SSUP) Level 5 Client services management: (CSMG) Level 5 Change implementation planning and management (CIPM) Level 6 Service acceptance (SEAC) Level 6 Change management (CHMG) Level 5

#J-18808-Ljbffr

In terms of support case management and reporting, preventive maintenance arrangement and report presentation, service performance assessment, execution of improvement plan, and escalation management, operate as the single point of contact to maintain strong customer connections.

Responsibilities on the Job

Review and create problem case reports for presentation.

Prepare a presentation deck for meetings about service performance.

Hold regular service performance review sessions.

Participate in troubleshooting sessions for escalated situations for communication and reporting.

Plan and carry out preventive maintenance for key customers.

Job Prerequisites

A university degree or technical qualification in Computer Science, Information Technology, or a related field is required.

At least 5 years of expertise in IT networking and cyber security.

Excellent oral and written communication abilities.

Effective time management skills, as well as the ability to operate under pressure and meet tight deadlines.

A team player with good analytical skills and a pleasant approach at work.

Required Qualifications

Ability to write technical documentation.

Ability to detect dangers and grasp technical considerations.

Excellent customer service or project management abilities.

#J-18808-Ljbffr