Sa, CRM

WHY JOIN US?- We practice a vibrant & energetic office culture.- We provide opportunities for career advancement within the company.- Good performance is always rewarded accordingly.

“_It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable._”

JOB RESPONSIBILITIES:
Manage the execution, on-going assessment, and/or monitoring of Managed Services related to the following:

- Change Management and business transformation: processes, timeliness, and documentation
- Communications (regarding MS): with, and to, all key stakeholders where required
- Governance: Development and execution of Governance processes related to operations to facilitate achievement of its’ objectives
- Ensure that all SLA’s meet contractual specifications
- Review vendor performance. Propose new SLAs where appropriate; gain agreement on modified SLAs.
- Oversight of all Quality metrics and related approvals
- Explore ongoing process improvements for Managed Services operations
- Oversee that SLA related penalties, if any, (i.e. due to breach of SLAs) are consistent with the contract terms and administered in a fair and effective manner.

Manage the establishment of project milestones taken up by Managed Services, review gates, and monitoring of progress, to address following:

- Identification of project risks and escalation of issues;
- Improved effectiveness via monitoring and adjustment of roles and responsibilities;
- Change Management process execution, with oversight including approval of transition plans for new functionality and processes as necessary
- Compliance with Astro’s policies in relation to contracts

Ensure contract performance and process evaluation are reviewed periodically, and feedbacks are provided based on the results to all impacted personnel. Work with Vendors’ Management to ensure resolution of all escalated issues. Identify, prioritize, and monitor all risks to minimize and control the probability, and/or impact, of unfortunate events, with well defined risk-mitigation strategies. Guide and Mentor Managed Services team for better efficiency and productivity. Expedite business operations related matters which are critical to Business to the relevant parties and respective Business Units Weekly Amdocs ticket monitoring and defect tracking till the closures Participate in schedule Audits and coordination

**REQUIREMENTS**:

- Degree or a professional qualification in any relevant field in Business Studies or relevant or 3 - 5 years with working experience in similar environment
- Good command of spoken and written English and Bahasa Malaysia
- Training and presentation skills
- Experience in Billing System or equivalent
- Experience in vendor management and budgeting of at least 2 years or more
- Experience in Pay-TV business industry
- Good preparation in presentation skills
- Working experience in handling incident
- Power Point Presentation
- Able to liaise multi-level personnel with ease
- Understanding of issues and decisions on financial and business results
- Demonstrate adaptability on changes and thinking of innovative and strategic ways of achieving business objective
- Willingness to initiate program for planning & organising adhoc/special project
- Good interpersonal skill - ability to develop relationship at all levels internally
- Effective Time Management Skills