Senior Manager, Operations Intelligence

Key Responsibilities

Operational Trend Analysis:

• Conduct in-depth analysis of weekly operational data, focusing on customer contact trends, issues, and performance metrics within Payment Risk and Customer Service.
• Identify and monitor key operational trends that impact GBS, assessing WoW changes in volume, issue categories, and performance to provide early indicators of emerging challenges or opportunities.

Executive Reporting and Insight Delivery:

• Prepare high-level, impactful reports for top executives, summarizing Daily/Weekly/Monthly/Quarterly/Yearly trends, risks, and critical customer operations insights across Payment Risk, Customer Service, and ongoing GBS projects.
• Present data-driven recommendations that focus on enhancing operational performance and mitigating risk, enabling the executive team to make informed strategic decisions.

Cross-Functional Problem Solving and Issue Resolution:

• Collaborate with stakeholders across Payment Risk, Customer Service, and other teams to understand operational pain points, root causes, and improvement areas.
• Lead data-informed discussions and recommendations on process adjustments, providing support for timely issue resolution and streamlined operations.

Continuous Improvement and Operational Efficiency:

• Design and implement performance improvement initiatives, focusing on optimizing workflows, reducing contact volume drivers, and enhancing customer satisfaction.
• Collaborate with teams to refine risk controls, enhance service quality, and ensure alignment with GBS objectives.

Stakeholder Engagement and Strategic Influence:

• Serve as a trusted advisor to GBS senior leaders, ensuring a clear understanding of operational performance, trends, and actionable insights.
• Actively contribute to strategic discussions, providing data-driven insights that inform and shape GBS initiatives and operational strategy.

Qualification & Requirements

• Bachelor’s degree in Business Analytics, Operations Management, or related field; advanced degree preferred.
• Significant experience in operations analysis, ideally within environments involving GBS/Shared Services, Customer Service, and project impact analysis.
• Advanced proficiency in data analysis and visualization tools (e.g., Power BI, Tableau, SQL).
• Exceptional analytical and problem-solving skills, with a strong track record of identifying trends and delivering impactful recommendations.
• Excellent communication skills, capable of translating complex data into actionable insights for executive stakeholders.
• Strong collaborative skills and the ability to influence cross-functional teams to achieve operational improvements and efficiencies.

Benefits

• Competitive remuneration package (Basic Salary + Yearly Performance Bonus)
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 2500 Benefits per annum (Training & Wellness)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion – we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment – Advance your career by interacting with individuals from various backgrounds, cultures, and nations.