Senior Manager – Service Management

About our Client

Adept at overseeing call centre activities, finalising contracts, and ensuring compliance with SLAs and KPIs. Experienced in spearheading high-impact projects such as deployment of world’s first 5G multi-operator core network, monitoring recruitment and training operations, optimising operational workflows, and fostering exemplary customer experiences. Exceptional at formulating strategic alignments, facilitating strategic meetings, driving team performance, and cultivating strong relationships with key stakeholders to meet and exceed operational goals. Demonstrated robust background in leading cross-functional teams and managing high-stakes negotiations to secure and enhance customer loyalty and operational excellence across global markets.

Achievements

Network Deployment & Management: Proficient in coordinating large-scale telecommunications projects, with hands-on experience in deploying the world’s first 5G multi-operator core network in collaboration with MNOs and DNB.

Regulatory Compliance & Contract Negotiation: In-depth knowledge of MCMC regulations and telecom contract frameworks, with a successful track record in developing Reference Access Offers and Access Agreements aligned with industry standards.

Lean Six Sigma: Certified in Lean Six Sigma methodologies, ensuring a comprehensive understanding of process improvement, demonstrated by reducing operational shrinkage while maintaining SLA compliance.

Leadership & Team Development: Exceptional leadership and team-building skills demonstrated through the strategic relocation of contact center operations from India to Malaysia, achieving full operational readiness on schedule.

Analytical Problem Solving: Strong analytical and problem-solving abilities, as evidenced by the optimization of operational workflows that boosted agent productivity and improved customer satisfaction from 61% to 78%.

Professional Experience

Senior Manager – Service Management

Established and advanced a client-focused service management ethos to uplift service quality.

Led Ericsson network partners to ensure compliance with all contractual terms and maintained high standards of partnership and operational excellence.

Boosted satisfaction levels, enhanced client interactions, and strengthened relationship foundations through cultivation of a commitment to customer service within team.

Coordinated with Ericsson and other partners to formulate and standardise operational procedures whilst overseeing comprehensive process management across divisions.

Improved negotiation outcomes during initial contractual disputes related to network operations, adding substantial value to organisational objectives.

Directed and managed comprehensive recruitment, training, and coaching programs across call centres, enhancing overall service delivery and team competencies.

Other experiences include: Customer Management Lead (Commercial Operations Team), Senior Customer Operations Manager, Account Operations Manager, Customer Support Manager, Operations Manager (s) & Assistant Manager Operations

Education

Master's Degree in Business Administration

Diploma in Hospitality

Business Writing & Speaking

Interests

Skills

Technical Skills

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