Chief Operating Officer

4 weeks ago

Kuala Lumpur, Malaysia Agensi Pekerjaan DLS Consultancy Sdn Bhd Full time

Critical senior management level role to work with Country Head/CEOs and peers to help shape business strategy, plans and overall execution. Functionally providing leadership and execution across operations to ensure the business delivers on its agreed strategy and plans.

The role is critical to ensure we deliver service excellence to our customers and distribution partners, ensure optimal use of resources and investments and embed rigorous execution disciplines across the business

Service Excellence - defining model for providing optimal customer service solutions and best price point and based on this managing the operational teams w ho provide the customer and distribution service defined within COO scope

Operational Excellence - develop, embed and deploy operational excellence

capabilities, tools and techniques across the business, including ensuring the end-to-end customer journeys and business processes are optimized for the customer

Business Transformation - facilitating project/ investment prioritization to deliver

the strategy, optimize returns and ensure execution of key projects in line with approved business cases

Innovation - be a critical driver and facilitator of innovation agenda for business, in particular ensuring innovative technology opportunities are understand and developed in line with business strategy and needs

Business Continuity - overall responsibility for operations ensure business has appropriate continuity procedures

Efficiency management - leading & driving improvement in efficiency management across business

Data - driving country data strategy, data management, data science and analytics and data governance

Business Continuity - overall responsibility to ensure business has appropriate

BCP and BCM, testing and developing this on-going aligned with internal changes and external factors

Real Estate/ Procurement - management of the office strategy, facilities management and procurement processes

Operations/ talent management - strategic leadership to define current and

future people needs for the function and establishing actions in alignment with overall talent approach across business to ensure have appropriate people capabilities and development in place

General - ensuring business operations run effectively, managing the functional

budgets within agreed levels and appropriate control and governance in place and running efficiently

**Key Tasks and Accountabilities**:

- Service
- Lead daily operational teams supporting service to customers on new business and account servicing
- Creating the people culture to drive required service at optimal cost-efficiency
- Embedding engaging culture, including ensuring clear, systematic learning, development and career plans
- Leads execution of the service and operational strategy, in partnership with CEOs and Excos
- Work with business leaders to continually review the needs of our service proposition, address issues and put in place plans for continual improvement.
- Embeds culture of managing performance based on operational service
- metrics, supporting the broader business in these metrics too
- Operational Excellence
- Sponsors and leads all operational efficiency programs
- Sponsors and leads operational work including using LEAN/ ZWoW
- Sets operational performance metrics and drives service and efficiency programs
- Monitors & drives overall operational performance across whole business
- Sponsor the LEAN program in Malaysia and develop the team to support this as part of daily work and projects
- Business Lead for “Data” investment across the business & data governance methodologies

Business Transformation:

- Develops and manages the project approval process (both IT and non-IT) for all projects
- Manage the portfolio of projects, including prioritization and delivery
- Lead all business aspects of IT and non-IT projects with focus on developing Business Strategy & executing on business strategy
- Embedding change into the business and drives benefits realization
- Leads business project managers and process analyst resources
- Ensures end to end change capabilities in place
- Data
- Further develop the data strategy to support the growth and profitability of the business
- Establish the required capabilities across data management, data science/ analysis, reporting
- Ensure appropriate data governance aspects are appropriately established
- IT - responsible for all aspects of IT
- Oversees IT strategy for business and development and management to IT blueprint and roadmap
- End to end responsibilities for the delivery of IT to business
- Oversees, working with region and IT partners, the management of IT budget and overall IT operation and performance
- Works with IT & business to set & agree levels of performance, and ensure IT service delivery runs effectively and delivers
- Ensure effective operation of shared service aspects of IT
- General
- Drives high performance of all team members fostering a

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