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Enterprise Business - Solutions Customer Management (Contract)
CelcomDigi Tower, Petaling Jay, MYPosted Today
Job Description
Responsibilities
Operations Governance & Service Delivery
- Monitor day-to-day support operations, ensuring timely resolution of issues and escalation of critical or prolonged cases.
- Execute incident and crisis management processes, including risk-based communication for service disruptions.
- Ensure proper governance of access control and operational processes.
Performance Management & SLA Compliance
- Track and audit SLA performance, ticket ageing, and service metrics to ensure compliance.
- Analyse performance data to identify KPI gaps and implement improvement initiatives.
Quality Assurance & Continuous Improvement
- Conduct regular quality audits to ensure adherence to service and compliance standards.
- Maintain and enhance knowledge base, SOPs, and training materials.
- Drive CSAT improvement initiatives and support continuous service enhancement.
Contract & Billing Governance
- Monitor contract compliance, ensuring adherence to agreed terms and service levels.
- Manage billing processes, including invoice validation, adjustments, and dispute resolution.
- Support contract renewals, amendments, and documentation.
Stakeholder & Vendor Management
- Collaborate with internal stakeholders (Product, IT, Risk, Service Management) to ensure alignment of support operations.
- Manage vendor performance, ensuring accountability to SLAs, KPIs, and contractual obligations.
- Participate in governance and performance review sessions with stakeholders.
Data Analytics & Reporting
- Develop reports and dashboards to monitor operational performance and service health.
- Analyse trends and patterns to proactively identify risks and improvement opportunities.
- Provide data-driven insights to support decision-making and service optimisation.