Associate Principal, Customer Management

1 week ago

Subang Jaya, Malaysia QuessGlobal (Malaysia) Sdn Bhd Full time

**Role: Associate Principal, Customer Management**

**Experience: 6 to 10 years**

**Basic Salary: 12000 RM to 15000 RM**

**Mandatory Requirement: Telco CRM**

Responsibilities:
- End to end Customer Mgmt Domain(CIMS, COMS, RMS, CMM, EPC etc) delivery accountability and platform owner.
- Work closely with Solution Architect and other platform owners on product roadmap and provide recommendation and advice for solution design.
- Work hand in hand with various stakeholders (PD, Marketing, Finance, Network Team and etc) and Managed Services Partner to realise business ambitions and goals.
- Represent company to lead/participate in various group initiatives such as project, OE, benchmarking and etc.
- Responsible to authorise, approve and govern solution implementation and manage its lifecyle
- Work with TPC and Telenor group to ensure prudent spending for both CAPEX and OPEX
- 24x7 Escalation OnCall, Lead and Drive Managed Services Partner
- Enforce IT & Security policies, procedures and process towards the Managed Services Provider to ensure compliance while ensuring the operation and maintenance is handled, efficiently without any incidences or repetition of incidences. As a Control owner, ensure accurate compliance based on on-going audit activities carried out by external and internal auditors quarterly
- Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations, and ensure the teams to comply with standards, guidelines and best practices
- Continuously instill the exploration mindset to drive transformation and IT Capability Uplift jointly with Manage Service Provider

Requirements & Preference
- Minimum 6-10 years working experience in the related field is required for this position
- Extensive knowledge on CRM solution and delivery
- Project management and Transformation Program experience would be an added advantage
- Understand and comply with the company Standard Operating Procedures & Policies
- Good communication, presentation and report writing skills
- For this role it is important for you to constantly have a customer mindset i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers
- You must be able to make sure resources are always available within your team to react to any issue at hand, and you must have the foresight in anticipating this
- You will need to be someone who has solid experience in managing ISIT Infrastructure
- You have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate problems
- You have the mindset to ‘take the lead’ and deliver on the mandate
- Technology Acumen: Understanding how the technical infrastructure supports the business
- Demonstrated success in creating a delivery organization using relevant tools and processes
- Good understanding of maintenance methods and processes
- Proven leadership and management skills
- Strong Leadership/ Team Building/ Decision Making attribute

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: RM12,000.00 - RM15,000.00 per month

**Benefits**:

- Free parking
- Maternity leave
- Opportunities for promotion
- Professional development

Ability to commute/relocate:

- Subang Hi-Tech Industrial Park: Reliably commute or planning to relocate before starting work (preferred)

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