Operations Manager
Purpose
The Operations Manager is responsible for the day-to-day operational management, ensuring service stability, performance control, and effective coordination across multiple service towers and suppliers. The role acts as the central point of operational control, driving issue resolution, escalation management, and service continuity throughout the TSA lifecycle.
Key Domain Areas
Key Logistics
- Duration: approx. 9-12 months
- Location: Onsite, Kuala Lumpur
Key Responsibilities
Service Operations Management
- Oversee daily operations across all TSA service towers
- Ensure services are delivered in line with agreed scope, KPIs and operational priorities
- Monitor service performance, identify risks, and take proactive corrective action
- Maintain operational stability during transition, ramp-up and steady state
Performance & SLA Management
- Track and manage SLA / KPI performance across all workstreams
- Identify performance degradation trends and drive remediation actions
- Coordinate with tower leads and suppliers to resolve service issues
- Provide input into service reporting and performance dashboards
Escalation & Issue Management
- Own triage, prioritisation and tracking of operational issues and escalations
- Ensure timely resolution of Supplier-owned escalations
- Drive root cause analysis and ensure repeat issues are addressed
- Escalate critical risks through governance forums with clear actions
Cross-Tower Coordination
- Act as the coordination point across multiple service towers and suppliers
- Resolve interdependencies and conflicts between workstreams
- Ensure alignment on priorities, timelines and service expectations
- Support integrated planning across operational teams
Governance & Reporting Support
