AI-generated summary
- Run SLA governance: track KPIs, investigate RCAs, manage escalations and reporting.
- Join a team driven by transparency and continuous improvement.
- Influence ops with data, build exec dashboards and shape service strategy!
Undisclosed
Subang Jaya, Kuala Lumpur
Job Description
1. SLA Management & Service Reporting
Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.
2. Stakeholder Engagement & Communication
Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.
3. Data-Driven Performance Improvement
Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.
Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.
Translate complex data into clear, impactful presentations and reports to support decision-making.
4. Financial & Operational Analysis
Support financial performance tracking and analysis related to service delivery.
Conduct ad-hoc analysis to support strategic planning and management decisions.
5. Reporting & Presentation Excellence
Develop and maintain dashboards, scorecards, and executive-level reports.
Present insights and recommendations in a clear, compelling manner tailored to diverse audiences.
Job Requirements
Company Benefits
Optical coverage
Employees have access to claim for prescription glasses and contact lenses.
Employee assistance program
Employees have access to employee assistance on challenges related to work, family, relationships and finances.
Health screening program
Employees can enjoy the benefits of comprehensive health screening at any clinic of their choice.
Bonuses
Our bonus programs reward our people for their achievements and their contributions to our business.
Recognition awards
Our recognition program involves both monetary and non-monetary awards which can be endorsed by fellow colleagues.
Performance equity
Our leadership equity grants are awarded to recognize exceptional performance or a significant career milestone.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
