Head of Managed Service jobs

Position Overview:

The role is expected to engage directly with the client to understand their requirements, operational concerns, and service expectations. The successful candidate will be responsible for transitioning the client's operations into Transcosmos, establishing a new operational support structure, and continuously driving service improvement and capacity management

This role will own and manage the client's BPO service portfolio, including the transition of the Level 1 Consumer Services team and Level 2 Commercial Services team, such as Customer Service, Service Desk, or Helpdesk operations, from the client's environment to Transcosmos.

The candidate will be responsible for managing the end-to-end transition and subsequent service delivery. This includes establishing new operational teams, defining the organizational and operational structure, developing processes and documentation, managing SLAs, and handling operational escalations. In addition, the role is expected to drive continuous service improvement and quality management initiatives.

Key Requirements:

• Proven experience managing Level 1 Consumer Services and Level 2 Commercial Services teams, such as Customer Service, Service Desk, or Helpdesk operations, within a 24x7 environment.
• Experience in setting up new operational teams, including defining team structures, operational processes, SLA management, quality management, and escalation management.
• Strong understanding of the ticket lifecycle, including Incident Management and Service Request Management. SLA management is particularly critical within the client's operational environment.
• Project management or project coordination experience, as the candidate will be responsible for managing the transition of services and operational activities from the client to Transcosmos.
• Strong people management experience, including interviewing and hiring agents, as well as managing team members' quality, performance, and overall development.
• Strong analytical and reporting capabilities, including ticket analysis, operational performance reporting, capacity management, and the identification and implementation of service improvement initiatives.
• Experience in the BPO or Fintech industry is highly desirable but not mandatory

GOOD-TO-HAVE:

• ITIL certified and/or Six Sigma certified
• Experience with financial institutes or fintech environment
• Familiar with Jira ticketing tool

Responsibility of / Expectations from the Role

• Report directly to the Service Delivery Manager and Head of Department (HOD).
• This is a non-shift position.
• Manage customer and client relationships, including operational communications, requirements, expectations, concerns and escalations
• Lead and manage BPO service transition projects from the client's environment to Transcosmos.
• Plan, coordinate, and manage due diligence activities to assess the client's existing operational environment.
• Develop and manage transition project plans, timelines, deliverables, risks, dependencies, and key stakeholders.
• Plan and manage end-to-end knowledge transfer activities between the client and the Transcosmos operation team
• Design, establish, and manage new 24x7 operational teams and supporting structures.
• Define and implement the operational organization structure, roles, responsibilities, and escalation channels.
• Establish end-to-end ticket lifecycle management processes, including Incident Management and Service Request Management.
• Develop, review, and continuously improve operational support processes and documentation.
• Ensure all customer KPIs and SLA requirements are consistently achieved.
• Maintain service quality based on key operational metrics, including performance, productivity, efficiency, quality, and customer satisfaction.
• Proactively identify and drive continuous quality improvement, productivity enhancement, corrective actions, and service improvement initiatives.
• Review and update client documentation, including scripted solutions, work instructions, process templates, and operational procedures.
• Develop and maintain knowledge documentation, including technical process documents, internal and user manuals, knowledge articles, and FAQs.
• Manage escalations from the first-line Service Desk and work closely with clients, internal teams, and partner vendors to investigate, identify, and resolve operational or technical issues.
• Collaborate with the client's Product Development and Quality Assurance (QA) teams to support the testing of new features, functionalities, and specification changes.
• Support the continuous learning and development of team members by providing mentorship, sharing knowledge, encouraging collaboration, and improving operational documentation.
• Perform detailed analysis of ticket data, operational trends, recurring issues, and service performance.
• Prepare and present management and customer reports as required, including weekly and monthly service reports.
• Manage team quality, productivity, performance, and overall people management responsibilities.
• Provide training, coaching, and ongoing development to ensure team members' skills and experience meet operational and customer expectations.
• Provide clear direction, operational guidance, and leadership to team members

Pay: RM9,000.00 - RM11,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person