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 wide range of customers. Based out of Malaysia, this role has direct operational leadership of all Customer Operations Service Desk Engineers and the respective Team Leaders. This role is responsible for delivering high-quality, consistent and cost-effective service, reporting against appropriate metrics to ensure success and, as part of the wider Customer Operations management team, being the face of support both internally and to our clients. The role will work closely with UK principal service owner delivering operational capability and ensuring the success of Nasstar.

**Responsibilities**:

- Service Management Team Leadership:_
- Provide effective people management and technical leadership across delivery teams.
- Maintain a culture of quality in service delivery with a focus on customer satisfaction
- Maintain a culture of open communication with the teams
- Focus on team development and engagement to promote high retention rates
- Work with the Customer Operations Team Leaders to ensure appropriate resource coverage 24x7 across the teams
- As part of the Customer Operations management team, provide out-of-hours escalation support
- Service Improvement Planning:_
- Support a culture of continuous service improvement across the division
- Work with Service Delivery Management to support individual customer SIPs
- Operational Performance:_
- Report on defined KPI metrics centred around customer satisfaction and report performance by team
- Work with Customer Operations management to maintain adequate staffing levels to maintain effective customer support
- Support the development of and utilise system enhancements and tooling/automation to maximise service and quality
- Commercial Management:_
- Look for opportunities to reduce/control operating costs by utilising automation and tools.
- Work with the Customer Operations Teams to prepare submissions to payroll.
- Report where required against defined, meaningful customer-centric KPIs.

**What we are looking for**:

- Bachelor’s degree in a relevant field or substantial working experience.
- ITIL qualification or equivalent experience.
- Strong experience in leading teams in time-critical technical environments.
- Strong experience in customer relationships at all levels, including C level.
- Broad knowledge of IT environments, tooling, systems and business impacts.
- Excellent communication in English language skills, including verbal and written.
- Ability to design and manage complex organizational structures and teams to facilitate high-quality service delivery and operational efficiencies.
- Self-driven, collaborative approach with a desire to inspire teams and delight customers.

**What Success Looks Like**:

- Build and maintain effective technical teams to meet contracted requirements
- Create a positive culture in your teams based on professionalism and pride in excellent service delivery
- Support principal service owners in delivering services against agreed Service Descriptions
- Act as an escalation point and decision-maker for management issues.

**What you can expect from us**:
At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

- Holiday: 20 days’ holiday, plus bank holidays
- Medical Insurance Enrolment: Will take place after probation is passed
- Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
- Travel & Parking Allowance
- Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful.
- Office Location & Environment: Working in a modern new office with good facilities in the immediate location.

**A note for agencies**:

  • 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...

  • 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...

  • 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...

  • 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

    1 week 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...

  • Assistant Manager, Customer Operations

    6 days ago

    Cyberjaya, Malaysia Equinix Full time

    Assistant Manager, Customer Operations Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our...

  • Assistant Manager, Customer Operations

    2 weeks ago

    Cyberjaya, Malaysia Equinix Full time

    Assistant Manager, Customer Operations **Job Summary**: Provides direct supervision to professional individual contributors and/or skilled, support individual contributors. Acts as guide to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. **Responsibilities** **Leadership** - Provides direct...

  • Assistant Manager, Customer Operations

    1 week ago

    Cyberjaya, Selangor, Malaysia Equinix Full time

    Assistant Manager, Customer Operations Equinix is the world's digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global...

  • Assistant Manager, Customer Operations

    1 week ago

    Cyberjaya, Selangor, Malaysia Equinix Full time

    Assistant Manager, Customer OperationsJob Summary:Provides direct supervision to professional individual contributors and/or skilled, support individual contributors. Acts as guide to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.ResponsibilitiesLeadership Provides direct supervision to professional...

  • Manager Operations

    1 week 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...

  • 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...

  • Customer Operation Support

    1 week ago

    Cyberjaya, Selangor, Malaysia Agensi Pekerjaan JobOnline Sdn Bhd Full time

    Customer Operations SupportOil & Gas Industry [SHELL]1-Year ContractCyberjaya, SelangorRequired Language: IndonesiaMonday to Friday | 8:00 AM to 5:00 PM / 9.00 AM to 6.00 AMSalary Range: Depends on the experience (RM RM 2700)Job Profile Summary B2B/B2C Commercial Operations supports our frontline teams and customers, focusing on customer service and ensuring...

  • Customer Service Operation

    1 week ago

    Cyberjaya, Selangor, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

    Job Details: Location: CyberjayaContract Duration: 6 months Working Hour: Monday Friday, 9am 6pm OR 8.30am 5.30pm Offered Salary: Up to RM 3,200Responsibilities:General Inquiries: To handle and resolve all queries relating to marketing activities. Troubleshoot and resolve transaction related issue at station which may be due to various reasons.Online...

  • Customer Operations Analyst

    1 week ago

    Cyberjaya, Selangor, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

    Job Details: Location: CyberjayaContract Duration: 9 months (renewed/extended based on business needs) Working Hour: Monday Friday, 9am 6pm Offered Salary: Up to RM 3,500Responsibilities:General Inquiries: To handle and resolve all queries relating to marketing activities. Troubleshoot and resolve transaction related issue at station which may be due to...

  • Customer Operations Specialist

    1 week ago

    Cyberjaya, Selangor, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

    Job Details: Location: CyberjayaContract Duration: 6 months (renewed/extended based on business needs) Working Hour: Monday Friday, 8.30am5.30pm OR 9am 6pm Offered Salary: Up to RM 3,200.00Responsibilities:General Inquiries: To handle and resolve all queries relating to marketing activities. Troubleshoot and resolve transaction related issue at station...

  • Manager Operations

    1 week 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...

  • Operations Shift Manager

    1 week 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...

  • Customer Operations Specialist

    1 week ago

    Cyberjaya, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

    **Job Details**: - Location: Cyberjaya - Contract Duration: 6 months (renewed/extended based on business needs) - Working Hour: Monday - Friday, 8.30am-5.30pm OR 9am - 6pm - Offered Salary: Up to RM 3,200.00 **Responsibilities**: **General Inquiries**: - To handle and resolve all queries relating to marketing activities. - Troubleshoot and resolve...