Job Opportunities: Enterprise Business - Solutions Customer Management (Contract)

Job Description

This role is responsible for governing, monitoring, and enhancing the performance of L1 support services within the EB Solution Support Governance Framework. It ensures SLA compliance, service quality, and operational efficiency through effective performance management, vendor oversight, and stakeholder collaboration to deliver consistent and high-quality customer support.

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.

Requirements

• This role is a 24-month under a 3rd party outsource contract. 


• Bachelor’s degree in Business, Management, Telecommunications, IT, or a related field.


• Certifications in Service Management (e.g. ITIL) or Operations/Customer Service are an added advantage.


• Exposure to service operations or customer support environments is a plus.


• Experience in customer support, service operations, or contact centre environment (preferably in telco or enterprise domain).


• Experience in SLA monitoring, performance reporting, and service quality management.


• Exposure to vendor management and stakeholder coordination.


• Experience in analysing operational data and driving process improvements.


• Familiarity with contract management, billing processes, or service governance is an added advantage.


• Operations Monitoring & Service Delivery.


• SLA & Performance Management.


• Data Analysis & Reporting.


• Stakeholder & Vendor Coordination.


• Problem Solving & Continuous Improvement.


• Quality Assurance & Compliance.


• Communication & Coordination Skills.