Job Description

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

We are looking for a leader to own all Enterprise customer-facing support for Maxis products and services, ensuring quick resolutions and high productivity. This role involves overseeing the Business Contact Centre and Technical Helpdesks, coordinating with Network Operations, NOC, Field Ops, and external partners for incident restoration.

The candidate will implement best practice service management frameworks, enhance team skills through comprehensive training, and drive proactive improvements in the customer service experience. Responsibilities also include managing service quality during major incidents, managing changes, and escalating problems effectively. The role requires collaboration with sales, technical teams, and product managers to align service quality with client expectations and regularly lead performance review meetings to discuss improvements.

What are you accountable for?

• Owner of all Enterprise customer-facing support for all Maxis products and services to ensure speed to resolution and high productivity.
• Govern over Maxis Business Contact Centre and Technical Helpdesks (incl. L1 and L2) and to ensure back-end coordination with Network Operations, NOC, Field Ops, external partners/vendors for timely restoration of incidents.
• Implement best practice service management framework across Service Managers to ensure service excellence, proactive support and improvement in overall customer service experience. Introduce comprehensive training activities, enhancing the skill sets of servicing teams contributing to improved performance and efficiency.
• Own & drive proactive improvement of overall customer service experience, including identifying cross-client network improvement opportunities, quality of service management, support during major incidents, churn management, change management, problem escalations, etc.).
• Collaborate cross functionally with sales, technical teams and products to align service quality and experience with client needs and expectations.
• Lead regular operational performance review meetings with the business to feedback on performance and discuss continuous improvement opportunities.

Key Result Areas

• Ensure that actions associated to major incident reports are completed within an acceptable time-frame and to reduce the likelihood and impact of the incident reoccurring
• Foster a customer centric culture, resulting in increase of customer satisfaction score.
• Strategize and implement process improvements, resulting in an increase in productivity and reduction in MTTR
• Focus towards Digital Optimization using next gen technologies such as GenAI and self-care portals to drive productivity and indirectly transform our customers engagement towards digital modes
• Spearhead transformation journey in contact center, to achieve our targetted service level of and reducing customer queries and complaints

What do you need to have for this role?

• Bachelor’s degree in Telecommunications, IT, or Electrical and Electronic Engineering.
• Strong background in IT Service Management and ITIL/Service Enablement practices
• A minimum of 15 years of relevant experience, preferably within the IT or telecommunications service provider industry.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Job Requirements