Ssc Service Manager

8 months ago

Kota Damansara, Malaysia SINERGIA TALENTS SDN BHD Full time

**JOB SUMMARY**

This role is critical to the success of the SSC organisation and will report directly into the SSC Managing Partner. The individual will be an integral part of the local senior management team. The role manages and tracks the service levels provided by the SSC Functional Leads to the operating companies it serves, including service interactions, quality, reporting, KPI’s, alignment to the Group Targeting Operating Model, and timely resolutions of escalations.

The individual will provide the highest level of customer service while developing lasting customer relationships within the SSC and the Operating Companies. The role will direct and coordinate the global strategy of the SSC organisation adhering to the global target operating model, set processes, company policies and procedures, set goals and objectives to ensure compliance and maximise efficiencies and streamlining. Responsible for ensuring and continually improving the performance, productivity, efficiency, and profitability of the SSC organisational operations through the provision of effective methods and the global strategy.

The role also requires the individual to assess, suggest and outline improvements to optimise automation and efficiency, working with the technical Finance Project Manager whilst ensuring the country SSC continually provides a best-in-class quality of customer service.

**KEY RESPONSIBILITIES**
- The Service Manager is accountable for;_
- Effectively ensure the SSC Functional Leads manage the team objectives and service level goals are being carried out and met to a high standard.
- Work flexibly across all pillars of the SSC team, providing appropriate support where business needs require.
- Provide exemplary customer service to the operating companies, including maintaining customer relationships and ensuring any operating company concerns or complaints are quickly and professionally managed by the applicable Functional Leads.
- Primary contact to manage and seek timely solutions to escalations received from operating company senior management.
- Manage adherence to the Group Target Operating Model across all functions. Monitor the quality assurance of the services being delivered.
- Collate and document a monthly central report detailing service successes and challenges on both the SSC and OpCo side for review by the Central Team.
- Work with the senior management team to follow the directive set by the global central management team in ensuring strategic plans are deployed to ensure efficiency optimisation, streamlining and cost reduction.
- Ensure Functional Leads adhere to compliance aligned to standing operating procedures, processes, training manuals and Policy and Procedures is being adhered to.
- Promote the development of functional experts by reviewing the requirement for and deployment of regular training sessions utilising the central management team training and change management tools, guidance, and expertise.
- Propose and lead process simplification, automation, in alignment with the International Process Director, the SSC country Managing Director, and the Finance Project Manager to ensure successful implementation of automation.
- Regularly meet with the country SSC Managing Director and the operating countries to hold Service Review Meetings (SRMs) to ensure the quality of customer service and experience is consistently improved.
- Track customer service level agreements and key performance indicators (KPIs) to ensure the global service levels are met in a timely manner.
- Analytical review of the KPIs with the Functional Leads to establish efficiency optimisation across all functions.
- Participating and, where appropriate, leading project management meetings.
- Ensure structured training is provided for new processes and tools implemented.
- Ensure compliance of the control environments and adherence to the SSC processes are being met in accordance with the defined company SOX controls guidelines.
- Lead and drive all SOX/ICFR audit and Internal audit for SSC
- Maintain the SOX Matrix for all operating companies the SSC services ensuring changes are captured and documented within the Matrix as and when they occur throughout the fiscal year.

**ROLE-SPECIFIC SKILLS/ATTRIBUTES**

**Skills/Experience**
- Demonstrate strong functional expertise and understanding/interest in end-to-end business service and processes.
- Degree in Business or Accounting preferred but prior experience in Service Management or equivalent management experience required.
- Proven track-record in successful leadership.
- Energetic, detailed oriented, able to adhere to deadlines in a timely manner
- Strong organisations skills.
- Excellent client facing communication skills for negotiation & reconciliation.
- Adaptable to change.
- Exceptional coaching skills.
- Action planning and prioritization skills.
- Confidence in dealing and building relationships both internally and externally
- Commitment to providing

  • Technical Service

    6 months ago

    Kota Damansara, Malaysia LINKTRIX CONSULTANTS PTE. LTD. Full time

    **Job Responsiblities** - Report to the Senior Technical Support Specialist - Provide technical support to SEA-NEA importers - Maintain the technical failure reporting platform in time - Plan and conduct specialized service trainings to service technicians from importers - Support in technical outdoor campaigns and other related topics - Delivering technical...

  • Lead Auditor

    6 months ago

    Kota Damansara, Malaysia Agensi Pekerjaan Carpe Diem Executive Sdn Bhd Full time

    _**VERY URGENT!**_ - To carry out all functions related to all SGS SSC audit and certification services offered under any accreditation held by SGS SSC. It covers activities from the allocation of work to the completion of the Audit Package. - To perform assessment, audit and gap verification of clients and applicants in accordance with SGS requirements and...

  • Assistant Service Sales Manager

    6 months ago

    Kota Damansara, Malaysia EPS Ventures Sdn Bhd Full time

    **Key Responsibilities**: - Develop PAC, service contract and rental strategy with Service Manager - Execute service action plans to support PAC and to grow service as a business - Follow-up key customers to ensure service contract is being executed in a timely and satisfactory manner - Determine and prepare service contract for new and existing renewal...

  • Customer Service

    6 months ago

    Kota Damansara, Malaysia EPS Ventures Sdn Bhd Full time

    **Position : Customer Service ( January Intake )** **Tenure: 6 months** **Working Location : Damansara Height** **Salary : Up to RM3000** - Make outbound call to existing and new customers. - Assist customers to sign up SKDS or guide them to sign up SKDS via phone. - Identify customers’ needs, clarify information, and offer suitable product / solution...

  • Customer Service

    6 months ago

    Kota Damansara, Malaysia RedRadar International (Recruitment Agency) Full time

    Salary: RM 1,800 - RM 2,000 Location: No. 7, Jalan PJU 10/10E, Saujana Damansara, Damansara Damai. Working days: Monday to Thursday (9am-6pm), Saturday & Sunday (9am - 5.30pm) 1. Understand clients' needs, goals, and challenges to provide appropriate product or service solutions. 2. Build and nurture strong relationships with existing clients to ensure...

  • Service Crew

    6 months ago

    Kota Damansara, Malaysia See Hoy Chan Full time

    SEE HOY CHAN SDN. BERHAD GROUP is a leading Property Developer and Property Investment company that has built many distinguished commercial landmarks and residential hubs. Established for more than 80 years, we are well known to deliver on our promises in terms of the quality of the properties we develop and manage. **Responsibilities** - Greet and assist...

  • Customer Service Officer

    6 months ago

    Kota Damansara, Malaysia Timesconsult Full time

    **Responsibilities**: - Handling all inbound calls pertaining to customer general enquiries, complaints, comments, feedbacks and other raising issue related to the company's products. - To exceed customers expectation in terms of customer service & accurate information. - Work in a team to achieve the required KPI elements and SLA. **Requirements**: -...

  • Admin Customer Service

    6 months ago

    Kota Damansara, Malaysia MindAppz Full time

    Administrative - Carry out variety administrative and clerical tasks assigned by superior (mailing, scanning, printing) - Responsible to maintain an organized filing system - Develop and enhance the standard of procedure to drive continuous quality improvement - Answering phones calls and taking messages - Welcoming all visitors and interacting with them -...

  • Customer Service

    6 months ago

    Kota Damansara, Malaysia DMC CAPITAL SDN BHD Full time

    **Responsibilities**: 1. Communicate and explain basic information to the customer 2. Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving 4. Provide excellent support experience to customers via all relevant communication channels. 5. Identify customer's needs, researching any existing...

  • Customer Service

    6 months ago

    Kota Damansara, Malaysia Agensi Pekerjaan Careerpath Sdn Bhd Full time

    **Responsibilities** - Identify and assess customers’ needs to achieve satisfaction - Provide accurate, valid and complete information by using the right methods/tools - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution - Keep records of customer interactions, process customer...

  • Customer Service

    6 months ago

    Kota Damansara, Malaysia Agensi Pekerjaan Careerpath Sdn Bhd Full time

    **Responsibilities** - Identify and assess customers’ needs to achieve satisfaction - Provide accurate, valid and complete information by using the right methods/tools - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution - Keep records of customer interactions, process customer...

  • Customer Service Specialist

    6 months ago

    Kota Damansara, Malaysia UrbanFox Pte ltd Full time

    We are seeking a Customer Service Professional to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues. **Responsibilities**: - Handle customer inquiries and complaints - Answering and screening incoming phone calls and transferring them efficiently to the appropriate...

  • Technical Customer Service

    6 months ago

    Kota Damansara, Malaysia Recommend.my Full time

    Manage the client dashboard to view any jobs that are coming through, and call the customer to confirm the appointment timing - Ensure that these jobs are picked up by our service professionals. If needed, call or Whatsapp them to ask them to pick up the job. - Assign the job to the service professional or accept the job on their behalf. - Coordinate with...

  • Customer Service Representative

    6 months ago

    Kota Damansara, Malaysia EPS Ventures Sdn Bhd Full time

    **Position : Customer Service Representative** **Tenure: 1 year contract (Renewable Basis)** **Working Hour: 8 AM - 5 PM** **Working Location: Damansara Height** **Salary : RM 3,000** - Make outbound call to existing and new customers. - Identify customers’ needs, clarify information, and offer suitable product / solution to customers. - Follow...

  • Customer Service Representative

    6 months ago

    Kota Damansara, Malaysia EPS Ventures Sdn Bhd Full time

    **Position : Customer Service Representative** **Tenure: 1 year contract (Renewable Basis)** **Working Hour: 8 AM - 5 PM** **Working Location: Damansara Height** **Salary : RM 3,000 - RM 3,300** - Make outbound call to existing and new customers. - Identify customers’ needs, clarify information, and offer suitable product / solution to customers. -...

  • Customer Service Representative

    6 months ago

    Kota Damansara, Malaysia Veralto Full time

    Main task is to do the Order booking in Oracle. - Knowledge of commercial terms of a purchase order. - Working on Discount Approval process and taking approval as per DOA. - Working with finance for finance validations & Supply chain for allocating ship sets. - Work on Shipment Plan, Hold release of orders through oracle, Item allocation with the help of...

  • Customer Service Representative

    6 months ago

    Kota Damansara, Malaysia BEAUREV GLOBAL SDN BHD Full time

    **Lead Generation and Prospecting**: Generating leads through various channels such as cold calling, social media, and referrals. Prospecting and qualifying potential clients or business partners based on their needs, budget, and fit with the company's offerings. - **Problem Resolution**: Investigating and resolving customer issues or complaints effectively...

  • Customer Service Representative

    6 months ago

    Kota Damansara, Malaysia BG Wellness Sdn Bhd Full time

    **Lead Generation and Prospecting**: Generating leads through various channels such as cold calling, social media, and referrals. Prospecting and qualifying potential clients or business partners based on their needs, budget, and fit with the company's offerings. - **Problem Resolution**: Investigating and resolving customer issues or complaints effectively...

  • Customer Service Assistant

    6 months ago

    Kota Damansara, Malaysia Intrix Renewable Sdn Bhd Full time

    Ready to break into a vibrant work culture? Look no further! Join INTRIX as a Manager, Customer Service and dive into our young and energetic team. Enjoy a hybrid work setup, monthly employee engagement events, and clear career progression paths. Are you ready to step up to the challenge? - **"_Disruptive Engineering x _Simplified Living x Humanised...

  • Customer Service Supervisor

    7 months ago

    Kota Damansara, Malaysia Personal Collection Sdn Bhd Full time

    Receives and responds to correspondence and telephone calls, providing information, handling issues, and requests of dealers - Maintenance of a knowledge base management system - Inventory management at the branch level - Processing of walk-in and online orders - Working with online ordering system - vendor to rectify issues related to dealers’ orders -...