Senior Executive, NADI Insight and Operation

Job Summary

Monitor and manage the nationwide operations of NADI centres and related operational initiatives through effective planning, coordination, execution, and monitoring to ensure compliance with regulatory requirements and consistent service delivery. This role supports the implementation of approved operational processes, coordinates task assignments, tracks progress, follows up on operational issues, and ensures timely resolution to maintain service continuity and operational efficiency. Collaborate with Designated Universal Service Providers (DUSPs), technology partners, and MCMC State Offices to address operational challenges, manage official complaints, and implement improvement measures to enhance service quality, infrastructure readiness, and user experience across all NADI centres.

Job Responsibilities

1. Monitor operational performance across 1,099 NADI centres to ensure service continuity, compliance with SOPs, and alignment with departmental KPIs;
2. Identify major NADI operational risks, service gaps, or compliance concerns and recommend corrective actions to strengthen centre performance and adherence to regulatory commitments;
3. Plan and prioritise operational initiatives, including premises relocations, renovations, infrastructure upgrades, and all related maintenance activities, to optimise resource utilisation and enhance service delivery;
4. Collaborate with MCMC State Offices, DUSPs, technology partners, and other relevant internal and external parties/ departments to resolve critical issues, maintain facility readiness, and enhance user experience;
5. Prepare operational data, reports, and KPI dashboards together with the team to provide insights and propose continuous improvement measures;
6. Manage any operational issues and complaint management processes to ensure timely escalation, follow-up, and resolution of issues affecting community satisfaction;
7. Mentor and guide unit team members to build capability, ensure accountability, and cultivate a culture of operational excellence and compliance;
8. Prepare consolidated operational updates and briefings for the Head of Department to support divisional reporting, management committee reviews, and Commission updates;
9. Prepare and consolidate necessary documents, reports, and briefing materials for recommendations, progress updates, approvals, and management deliberations to support informed decision-making and timely implementation of operational initiatives;
10. Participate in special projects and cross-functional initiatives that contribute to operational innovation and service improvements;
11. Manage and undertake ad-hoc tasks and special assignments, with priority given to operational matters, and provide support on other responsibilities as required within the Department and Division to ensure smooth and timely execution of work

Qualification & Work Experience

• Bachelor's or Master's in Business Administration, Operations Management or any related qualifications from a reputable university;
• 5+ years of experience in facilities, operations management or related industries;
• Basic knowledge and experience in project management;
• Demonstrated exposure to and good understanding of USP projects and regulations, community-based projects, asset and inventory management, and facilities and operation operational processes;
• Demonstrated experience in leading teams and managing people;
• Able to handle many tasks, projects, and priorities at the same time;
• Excellent analytical and problem-solving skills, with the ability to identify issues and implement effective solutions; and
• Strong written and verbal communication skills, able to communicate with internal teams and external stakeholders

Technical Competencies

1. Proficiency in project management and operational coordination
2. Good understanding of the NADI framework, ecosystem, and governance structure
3. Strong knowledge of operational processes, SOPs, and best practice
4. Good understanding of communications and digital infrastructure technologies
5. Working knowledge of the Universal Service Provision (USP) Regulations 2002 and related regulatory requirements.

Behavioral Competencies

1. Ability to identify issues and develop practical solutions in advance
2. Effective communication with various stakeholders
3. Disciplined and strong sense of commitment to the job
4. Determined and result-oriented
5. Trustworthy, impeccable integrity

Candidate must be willing to work in Cyberjaya.

Contract position of one (1) plus one (1) year with 6-months probation period