Title: Associate Delivery Lead (BPS)
JobGrade: P1.Lead
Department: BPS Operations
HoursofOperations: Shifting, Weekends, Holidays, OT
ReportingManager: Delivery Head or anyone assigned by the company
Location: Kuala Lumpur/ Cyberjaya, Malaysia
Responsibilities
Delivery Management
- Enhance operational effectiveness and efficiency by collaborating with various support functions, including Recruitment, Training, Quality, Workforce, HR, Finance, etc.
- Ensure compliance with ITIL-based best practices.
- Initiate and implement strategic initiatives, ensuring deliverable quality and fostering positive team relationships to achieve operational excellence.
- Drive process improvement by evaluating and refining current procedures and workflows alongside the team, utilizing methodologies such as Six-Sigma, DMAIC, and LEAN.
Client Relationship
- Lead and oversee complex client engagements by identifying, designing, and implementing innovative business solutions for the organization.
- Cultivate strong client relationships, deliver exceptional customer service, proactively assess client needs, and execute appropriate actions to address those requirements.
Financial Management
- Direct annual budgeting and planning process for the organization's annual budget
- Oversee short and long-term financial and managerial reporting
- Manage Profit and Loss of the programs handled
- Forecast staffing and technology needs.
Other tasks assigned by the immediate reporting manager as needed by the business:
Requirements
- Bachelor's degree in IT or related field required; postgraduate qualifications preferred. MBA is a plus.
- At least 10 years relevant experience, including 2+ years with P&L responsibility and ITES/ SD project management.
- Service Desk leadership experience is a must.
- Able to oversee 300+ FTEs across multiple business lines or programs.
- Proven record managing teams to meet or exceed operational and financial goals.
- Experience in managing regional or multi-site Service Desk Operations.
- Strong knowledge of ITIL frameworks and service management tools.
- Strong interpersonal skills, able to work with third-party vendors and cross-functional teams.
- Familiarity with IT/BPO technologies and RPA.
- Strong negotiation and business acumen.
- Willingness to work at Kuala Lumpur (Client Office), Cyberjaya, any other locations within the city.
