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Head of Customer Service & Performance Management
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Customer Service Call Centre
💰 Salary Not shared
📊 Market RM12,000–RM20,000/mo (RM144,000–RM240,000/yr)
About the Company
Service strategy & governance
Requirements
- ● University degree in Business Management, Business Administration, Economics, or any other related field
- ● Minimum 7 years of relevant working experience in a leadership position
- ● Ability to define and execute service and performance strategies aligned with business goals
- ● Understanding of frameworks for service delivery and governance
- ● Strong analytical skills to interpret KPIs, identify trends, and drive data-based decisions
- ● Capability to lead process optimization and transformation initiatives
- ● Skilled in influencing and collaborating with senior leaders and cross-functional teams
- ● Excellent ability to present performance insights and recommendations clearly
- ● Experience in managing organizational change and driving adoption of new processes
- ● Familiarity with service management tools (e.g., ServiceNow)
- ● Exposed to six sigma or kaizen or agile methodology
- ● Excellent command of both oral and written English are required
- ● Good command of both oral and written additional language is beneficial
- ● Willingness to travel up to 15%
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