We are looking for a great new talent to join us!
We have these requirements
We want you to be somebody who share our values, and embrace the Maxis culture We want you to be
POSITIVE about the people and the world around you,PASSIONATE about what you do,Happy to be COLLABORATIVE with your colleagues, peers and business partners
Obviously we want you to have the skills, qualifications and experiences to do the role and good at communication too But most importantly, we want you to be someone who is eager to learn and grow with Maxis
Why does this job exist and why is it critical
This role will provide the framework and ambition to deliver top notch Service Delivery Management to prestige Enterprise customers The service and treatment will be deployed via Maxis ONEBusiness Elite Program with 3 main pillars ie Digital Service Management, Service Differentiation and Dedicated Experts The Head of Service Management and Delivery will also lead the team of 6 Service Delivery Specialists to deliver the continuous improvement projects according to time, budget, billed revenue, high NPS Score and in Unmatched Customer Experience manner
What are you accountable for
Customer focus with a passion for continuously improving customer capabilities in businessTasked to hold a strong communication and relationship building skills at all levels within the retail organizationTake accountability to manage overall Maxis service availability, and operational capability for the customerEvaluate customer-service insight and analysis to vendor reviews and management reporting to drive actions – operations process improvementsMaintain and improve operations by analyzing data on Maxis service performance and problems resolution turnaround timeLead weekly and monthly support vendor performance reviews to ensure vendors are meeting and/or exceeding established SLAs and also track customer issues on daily mannerResponsible for aspects of client management and governance of Managed Service and Support customersEnsure all SLAs and milestone-based deliverables are on targetAccountable for the successful execution of Support of the pre-sale’s engagement process for managed service and support opportunitiesResponsible realization of the client expected benefits and successful delivery of the objectives of applicable client programs or internal initiativesResponsible to establish a trusted and lead the strategic advisory relationship with both our client’s customers and other go-to-market functions to position the company for future business growth opportunitiesManage the account revenue and cost of service accountabilityResponsible for organic business growth and delivery of incremental revenues through the life of the specific contract within this client is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other go-to-market functionsFocused on processes and operational efficiencies where they can be used to improve the service offering, reduction in cost or expansion of business and revenue generationWork with the relevant project staff to Identifies issues / risks in a timely manner and develops / implements appropriate risk response, leveraging senior and executive management support when requiredProactively monitoring overall work-stream / incident progress / status at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangementsDevelops and maintains cross-functional partnerships with other departments to ensure customer issues are resolved and our client retains a vendor of credibility reputation
What do you need to have to fit this role
More than 15 years of experience in BPO business modelAt least 10 years in managing Managed Service Delivery operationsDemonstrated skill in championing customer experiencesDemonstrated Telco Technology knowledgeAbility to manage strong business relationships with customers, team members and cross functional team membersAbility to properly prioritize customer requests and incidents with available resourcesExcellent written and verbal communication skillsAbility to share expertise to team mates in order to coach them to improve their performance
If this sounds like you, then we need to hear from you!
We’ll review your backgrounds against our needs, and should there be a good fit you’ll receive an invitation to a digital interview So, please keep a lookout in your email!
You can check your application status by login in to your candidate home account
Deadline:01st Mar 2020
We are the leading communications service provider in Malaysia, enabling both individual and business customers to connect and communicate anytime, anywhere and from any device. We are passionate about what we do, and we are committed to providing an unmatched experience to our customers.
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