Head of Servicing

Head of Servicing

Posting Date: 05 Jul 2024 | Close Date: 03 Oct 2024

Key Responsibilities:

1. Leadership of Support Operations : Own and manage all Enterprise customer-facing support to ensure swift resolution and high productivity.
2. Governance of Support Centers : Oversee Business Contact Centres and Technical Helpdesks (including L1 and L2) and ensure effective coordination with Network Operations, NOC, Field Ops, and external partners/vendors for timely incident resolution.
3. Service Management Excellence : Implement best practice service management frameworks across Service Managers to ensure service excellence, proactive support, and continuous improvement in customer service experience.
4. Training and Development : Introduce comprehensive training activities to enhance the skill sets of servicing teams, contributing to improved performance and efficiency.
5. Proactive Customer Experience Improvement : Drive proactive enhancement of the overall customer service experience, including identifying network improvement opportunities, managing service quality, supporting major incidents, churn management, change management, and problem escalations.
6. Cross-Functional Collaboration : Collaborate with sales, technical teams, and product teams to align service quality and experience with client needs and expectations.
7. Operational Performance Reviews : Lead regular performance review meetings with the business to provide feedback on performance and discuss continuous improvement opportunities.

Key Result Areas:

1. Incident Management : Ensure actions associated with major incident reports are completed within acceptable time-frames, reducing the likelihood and impact of incidents reoccurring.
2. Customer Satisfaction : Foster a customer-centric culture, aiming to increase customer satisfaction scores by xx%.
3. Process Improvements : Strategize and implement process improvements to achieve a xx% increase in productivity and a yy% reduction in Mean Time to Resolution (MTTR).
4. Digital Optimization : Focus on digital optimization using next-gen technologies such as GenAI and self-care portals to drive productivity and transform customer engagement towards digital modes.
5. Service Level Transformation : Spearhead transformation in the contact center to achieve a service level of xx% and reduce customer queries and complaints to under yy%.

Why Join Us?

• Innovative Environment : Be part of a forward-thinking company that embraces next-gen technologies and digital transformation.
• Professional Growth : Take advantage of opportunities for continuous learning and professional development.
• Impactful Work : Lead initiatives that significantly improve customer satisfaction and operational efficiency.
• Collaborative Culture : Work in a collaborative environment that values cross-functional teamwork and customer-centricity.

Sub Specialization:

Information Technology; Consultant

Type of Employment:

Permanent

Minimum Experience:

10 Years

Work Location:

Kuala Lumpur

Salary Range:

RM20,000 Per Month

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