Operations Shift Manager

2 weeks ago

Cyberjaya, Malaysia Experian Full time

Full-time

Employee Status: Regular

Role Type: Hybrid

Department: Information Technology & Systems

Schedule: Full Time

**Company Description**:
Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 21,700 people operating across 30 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. With corporate headquarters in Dublin, Ireland, we are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

As an Operations Shift Manager, you will play pivotal role in our Global Operations Center, ensuring the continuous functioning of our business-critical systems.

**What you’ll need to bring to the team**
- Team Leadership: Lead a team of Operations Analysts and Incident Managers overseeing shift operational activities.
- Workload Coordination: Coordinate shift workloads to ensure full coverage and optimal resource utilization.
- Escalation management: Serve as the escalation point for Major Incidents impacting internal and external services.
- Communication Management: Provide timely and accurate updates on major business events to senior and executive leadership during shifts.
- Post-incident review and analysis: Collaborate with Problem Management practice in post-incident reviews to analyze the causes and contributing factors of incidents, identifying areas for improvement and implementing corrective actions to prevent recurrence.
- Stakeholder management and communication: Maintain effective communication and collaboration with stakeholders, including IT teams, business units, and senior management, to ensure alignment of incident & event management activities with organizational objectives.
- Performance monitoring and reporting: Establish key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of the team, providing regular reports and insights for management review.
- Continuous improvement initiatives: Champion a culture of continuous improvement within the function, identifying opportunities to enhance processes, tools, and capabilities. Influence enhanced service stability and availability.
- Knowledge management and documentation: Promote knowledge sharing and documentation of incident resolution procedures & event control procedures contributing to the development of a comprehensive knowledge base for future reference.
- Team Collaboration: Foster collaborative environment amongst the peer group of Shift Managers, promoting knowledge sharing, cross-training and collective problem-solving.
- Must be available via cell phone for necessary coverage off-hours incidents as part of rotation schedule.

**Qualifications**:
**Required Experience**:

- 8+ years in IT Operations or Service Management environment, with at 3 years managing operational teams.
- Proven experience in leading or managing incident management teams.
- Strong analytical, organizational, and problem-solving skills with the ability to analyze complex issues and drive effective solutions.
- Strong customer, communication skills with the ability to communicate technical issues to non-technical customers.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
- Ability to collaborate effectively with cross-functional teams and stakeholders to achieve common goals and objectives.
- Strong Skills in managing stakeholders at various levels, with ability to build and maintain positive relationships.
- Ability to work well within a team to learn and share knowledge.

**Qualification**
- Must Possess at least Bachelor’s Degree, Post Graduate Diploma/ Computer Science and Technology or equivalent.
- ITIL v4 Specialist: Monitor, Support & Fulfill or ITIL v3 Intermediate: Service Operations is required.
- COBIT / ISO 20000 is a plus.
- Lean Six Sigma knowledge is a plus.
- Experienced in project related to continuous improvement and process management.
- Strong communication skills (verbal and written)
- Driven and passionate of IT service Delivery

**Additional Information**:
**Our uniqueness is that we truly value yours.**

Experian Asia Pacific's culture, people, flexibility and environments are key differentiators. We take our people and equal opportunity agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’

  • Team Manager

    1 month ago

    Cyberjaya, Selangor, Malaysia Shell Business Operations Full time

    Where you fit The Energy Risk and Accounting (ERA) process extends across many steps in the lifecycle of hydrocarbon stock in Group from recording contracts for purchases and sales of stock in our systems, recording stock movements, stock reconciliations, invoicing for stock sales and payments for stock purchases, through to stock valuation. What's the...

  • Team Manager

    4 weeks ago

    Cyberjaya, Selangor, Malaysia Shell Business Operations Full time

    Where you fit The Energy Risk and Accounting (ERA) process extends across many steps in the lifecycle of hydrocarbon stock in Group from recording contracts for purchases and sales of stock in our systems, recording stock movements, stock reconciliations, invoicing for stock sales and payments for stock purchases, through to stock valuation. What's the...

  • Manager Operations

    2 weeks ago

    Cyberjaya, Selangor, Malaysia Gratitude Inc. Full time

    Role:Operations ManagerTimings:Rotational Shifts (Permanent)Industry:BPOWork Mode:Work from officeFunctional Area:ITES / BPO / Customer ServiceProcess:VoiceKey Skills: Operations Management Operations Supervisor operations skills BPO Operations Operations Manager Call centre Operations Operations Quality operations assistant manager banking operations...

  • Credit Advisor- Thai Speaker

    1 month ago

    Cyberjaya, Selangor, Malaysia Shell Business Operations Full time

    This role involves managing credit risk analysis and accounts to optimize business returns. Responsibilities include credit management activities, establishing credit limits, and providing insights to influence deal structures. The position requires maintaining effective relationships with internal and external customers, approving credit limits, and driving...

  • Credit Advisor- Thai Speaker

    4 weeks ago

    Cyberjaya, Selangor, Malaysia Shell Business Operations Full time

    This role involves managing credit risk analysis and accounts to optimize business returns. Responsibilities include credit management activities, establishing credit limits, and providing insights to influence deal structures. The position requires maintaining effective relationships with internal and external customers, approving credit limits, and driving...

  • Credit Advisor- Thai Speaker

    2 weeks ago

    Cyberjaya, Selangor, Malaysia Shell Business Operations Full time

    This role involves managing credit risk analysis and accounts to optimize business returns. Responsibilities include credit management activities, establishing credit limits, and providing insights to influence deal structures. The position requires maintaining effective relationships with internal and external customers, approving credit limits, and driving...

  • Credit Advisor- Thai Speaker

    4 weeks ago

    Cyberjaya, Malaysia Shell Business Operations Full time

    This position is responsible for the credit risk analysis and management of a portfolio of accounts, working with customers and the business to optimize risk and return. Directly manage a portfolio of complex customer credit relationships that present high risk / high value at risk and participate in the commercial deal process to optimize business returns...

  • Credit Advisor- Thai Speaker

    4 weeks ago

    Cyberjaya, Malaysia Shell Business Operations Full time

    This position is responsible for the credit risk analysis and management of a portfolio of accounts, working with customers and the business to optimize risk and return. Directly manage a portfolio of complex customer credit relationships that present high risk / high value at risk and participate in the commercial deal process to optimize business returns...

  • Manager Operations

    3 weeks ago

    Cyberjaya, Malaysia Gratitude Inc. Full time

    **Role**:Operations Manager **Timings**:Rotational Shifts (Permanent) **Industry**:BPO **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Operations Management Operations Supervisor operations skills BPO Operations Operations Manager Call centre Operations Operations Quality operations...

  • Manager, Client Operation

    2 weeks ago

    Cyberjaya, Selangor, Malaysia Genius Brio Sdn Bhd Full time

    Manager, Client Operation (Japanese Speaking)Work Location: Cyberjaya, MalaysiaSalary Range: RM7,000 - RM10,000 (with 5-7 years of experiences)Fixed Travelling Allowance: RM750Working Region: APAC (Hong Kong)Hiring by: May 2024JOB PURPOSEYou will be responsible for the following:Completion of all daily processes for position keeping, trade management and...

  • Operations Manager

    3 weeks ago

    Cyberjaya, Malaysia Gratitude India Full time

    Operations Manager - Japanese Speaking Location: Cyberjaya Rotational Shifts **Salary**: 15-17k MYR Qualifications/Requirement: - Fluency in English (Speaking, listening, writing and reading). working 100% English. - Fluency in Japanese (Speaking, listening, writing and reading). working 100% Japanese - Working under the pressure - University/Colleges...

  • Operations Manager

    3 weeks ago

    Cyberjaya, Malaysia GRATITUDE INC. Full time

    **Description / Requirements** Role: Operations Manager Location: Cyberjaya Rotational Shifts Salary : 15-17k MYR **Responsibilities**: - Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction - Establishing and managing relationship with stakeholders - Oversight of team -...

  • Manager, Client Operation

    5 days ago

    Cyberjaya, Malaysia Genius Brio Sdn Bhd Full time

    **Manager, Client Operation (Japanese Speaking)** **Work Location: Cyberjaya, Malaysia** **Salary Range: RM7,000 - RM10,000 (with 5-7 years of experiences)** **Fixed Travelling Allowance: RM750** **Working Region: APAC (Hong Kong)** **Hiring by: May 2024** **JOB PURPOSE** You will be responsible for the following: - Completion of all daily processes...

  • Operations Manager

    3 weeks ago

    Cyberjaya, Malaysia Gratitude Inc. Full time

    **Role**:Operations Manager **Timings**:Rotational Shifts (Permanent) **Industry**:BPO **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Chat Key Skills: Customer Service Japanese language Talent Management Team Leader Team Management Communication Skills Operations Management Team Leading Japenese BPO Skills...

  • Operations Manager

    3 weeks ago

    Cyberjaya, Malaysia Gratitude Inc. Full time

    **Role**:Any Other **Timings**:Flexible (Permanent) **Industry**:Other **Work Mode**:Work from office **Functional Area**:Any Other Key Skills: Human Resource Management Management Performance Management Team Management Team LeadingLocation: Cyberjaya Rotational Shifts Salary : 15-17k MYR - Responsibilities: - Managing the operations seamlessly,...

  • Customer Operations Manager

    2 weeks ago

    Cyberjaya, Malaysia Nasstar Full time

    **WE’RE RECRUITING!** As one of the UK’s fastest-growing MSPs, we’re looking for a **Customer Operations Manager** **to join us! **Location**:Cyberjaya **Salary**:Competitive Base + Benefits **Job Type**:Permanent, Full Time The Customer Operations Manager manages operational delivery teams in providing first-class managed IT services across a...

  • Manager Operations

    1 week ago

    Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Job Summary** Manages all aspects of administrative support functions for large or multiple offices or departments. Manager with HR responsibility. Typically manages and oversees supervisors and/or hourly/professional jobs and responsible for setting the overall direction for employees. - Providing analyses of budgets, project proposals, and business...

  • Manager, Funds Nav Calculation

    6 days ago

    Cyberjaya, Malaysia Genius Brio Sdn Bhd Full time

    **MANAGER, FUNDS NAV CALCULATIONS - APAC Operations** **Work Region: APAC Working hours (8:00AM - 5:00PM / 9:00 AM - 6:00PM)** As a **Manager, Fund Accounting**, you will **manage a Fund Accounting team** that is accountable for all controls and processes are followed in order to **maintain accurate records **for each fund and all exceptions and controls...

  • Manager Operations

    2 weeks ago

    Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryManages all aspects of administrative support functions for large or multiple offices or departments. Manager with HR responsibility. Typically manages and oversees supervisors and/or hourly/professional jobs and responsible for setting the overall direction for employees. Providing analyses of budgets, project proposals, and business trends in...

  • Asst Manager, Service Desk Operation

    2 weeks ago

    Cyberjaya, Malaysia CXL Executive Sdn Bhd Full time

    **ASST MANAGER, SERVICE DESK OPERATION - OFFICE HOUR/IMMEDIATE HIRING** - Location: 3300, Lingkaran Usahawan 1 Timur, Cyberjaya, 63000, Cyberjaya, Selangor - Basic Salary: RM 3,100 (fixed salary) + RM 100 (shift allowance) + OT (if needed) - Can start immediately: May 2024 - Working Hour: 2 working shift (8.00am-4.30pm/2.00pm - 10.30pm) - Working Days: 5...