Total 7 Purchasing Lead job vacancies in Customer Service category in Malaysia

Job Responsibilities:

• Assist Helpdesk manager in managing day to day operation of Helpdesk
• Assist Helpdesk manager in managing client on the daily reporting
• Real Time Monitoring of daily operations to departmental objectives & KPIs are met
• Monitor agent’s weekly performance using available data
• Identify training and development needs of agents to bridge competency gaps.
• Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated
• Ensure team members’ compliance in operations policies and processes
• Provide the necessary leadership/guidance to team members to achieve Contract SLA.
• Lead, motivate and supervise agents to ensure that Customers’ requests are answered promptly, of consistent quality, and in accordance to stipulated performance standards
• Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs
• Conduct regular huddles / meetings with agents to ensure that they are kept informed about ongoing changes and updates (eg share important updates like survey participation rate, calls handled the previous day, unique cases so agents are kept updated)
• Ensure all knowledge base (eg. SharePoint/Confluence) for Helpdesk are all up to date
• Evaluate and resolve customer’s complaint and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence.
• Continuously review roster to ensure optimal resource utilization, enhanced productivity, and sufficient coverage of both agents and Team Leads across Helpdesk operational hours
• Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk
• Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company policies and procedures to agents and ensure compliance
• Provide structured feedback and recommendations for tool and process improvements on an ongoing basis
• Perform other duties and responsibilities that may be assigned to you by the management for the effective implementation, maintenance, and continual improvement of Helpdesk.
• Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,
• Monthly 1:1 coaching session with team members; Quarterly team bonding session
• To take over level 1 escalation from agents. To call user to resolve the issue for user.
• Live and inspire agents to live the corporate values, contributing to the success of company culture (1/Pride in Customer Excellence 2/Pleasure to work in a team 3/Respect your commitment)

Job Requirements:

• 3 to 5 years of work experience in the related field is preferred for this position.
• 3+ years of leadership experience directly managing others
• Strong time management skills and motivation to exceed expectations.
• Ability to multi-task
• Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).
• Degree or diploma in any discipline.
• Strong leadership skills
• Good knowledge and understanding of top-class customer experience.
• Passionate about how customer service can contribute to the success of any businesses.
• Proactive and positive in resolving issues.
• Experience with performance metrics
• Excellent written and verbal communication and interpersonal skills to coach, train and assist team members

Next Step:

• Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package.
• Simply click on 'Apply here' to drop your resume or email at saghana.sithara@adecco.com
• All shortlisted candidates will be contacted.

Saghana Sithara | Registration Number: R1550224

The Opportunity

• Adecco is partnering with one of the most well-established and respected financial institution with a strong track record of success.
• They have a culture of innovation and continuous improvement, constantly looking for ways to improve their services and offerings.

Job Responsibilities

The Service Lead is accountable for:

• Performing all run activities in respect of company process, ensuring:

– The team respects the SLA (changes, incidents, requests)

– Appropriate reaction, in line with the severity of an incident or escalation.

– ITS ITIL process is dully followed (change, incident, problem management).

• Handling escalation on actions from Production Engineers Level 3 (incident, request, change)

– Escalates to management if needed

– Check if Knowledge was shared within the team and perform filed sessions.

– Enable coordination with other team (AS, Infra, Network, Build….)

– Create PSS post major incident and when improvement topic requires it

• Continuous improvement of service provided by Production Engineer L2 / L3

– Enable and encourage Improvement spirit within the team by being a role model on that topics

– Ensure the team has proper time slots to make the ongoing improvement

– Promote automation / Innovation

• Managing knowledge in coordination with AS community in Paris and London

– Trains Production Engineers on transferred activities for his business line (production of the applications)

– Proactively liaise with third party teams to bring trainings, documents, sharing session with ‘his’ own team.

– Controls that Knowledge database is regularly updated

• Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, major incidents etc…).

– Act as global coordinator during DRP / WIP / main events.

– Review of major releases roadmaps with the team

– Ensure post checks are documented, performed and report is shared

By delegation from the Service manager:

• Controls quality of the RUN activities for all applications of his Business Line

– Recurrent incident

– Respect of SLA

– Reports / Documentations are built with high quality

• Role model in term of mindset: CI and proactive enhancement

• Proposes initiatives to improve efficiency of production Engineer L2 and ensure a continuous ‘up skilling’ of L2

• Respect priorities and short/long term tasks given by Service Manager.

• Regular feedback with Service Manager are key role.

Job Qualification

Soft Skills

• Strong leadership abilities with ability to do efficient multitasking

• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process

• Client Oriented with Strong Relationship management.

• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)

• Coordination and decision taking capabilities during crisis situations.

• Ability to work under pressure

Experience

• Infrastructure or Application support hands on experience of 4-6 years’ mandatory

• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow

• Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)

• Technologies and/or Applications background with ability to grasp impact and interdependencies

Working Hours and Shift Organization

• Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time

• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.

• Service Lead might be escalated during non-office hours on his professional / personal phone.

Legal and Regulatory Responsibilities

• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training as required to attain and maintain competence.

Secondary duties:

Other duties may be assigned.

Next Step

Click “apply” or send resume to: Tamanna Bilandi tamanna.bilandi@adecco.com

EA Licence No.91C2918 | Personnel Registration No. R2096241

The Opportunity

• Adecco is partnering with a Technology Multinational Corporation company to search for a Helpdesk Team Lead
• Focus: Leadership, Strong troubleshooting skills and Ticketing System
• Office location: Singapore, West
• 5 days’ work – Office hours

The Talent

• 2 - 4 years of experience in the similar/related roles
• Documentation, incident report and understanding of ITSM
• Comprehensive knowledge of IT best practices and processes
• Customer-service oriented with a problem-solving attitude
• Strong technical background with excellent analytical and troubleshooting skills

The Job

Assist Head of Operations in managing day to day operation of Helpdesk Coordinating internal resources and facilitating work with other teams and drives continuous improvements in operations.

• Oversees the Helpdesk operation, setting long term objectives and short term goals to ensure service quality and all KPIs are met Conduct periodic calls/ meetings with clients to foster a strong partnership and ensure that they are kept informed about ongoing improvement opportunities.
• Monitoring helpdesk reports and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Analyze the business / technology needs of Helpdesk, Identify the need for upgrades, configurations or new systems and report to senior management.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.

Next Step

• We could contact you in the soonest time if you directly send your resume to: kaihoe.ling@adecco.com
• Email Topic: Apply: Helpdesk Team Lead
• We regret to inform that only shortlisted candidates will be contacted

Ling Kai Hoe

EA Licence Number: 91C2918

Personnel Registration Number: R22106166

The Opportunity

• Adecco is partnering with one of the most well-established and respected financial institution with a strong track record of success.
• They have a culture of innovation and continuous improvement, constantly looking for ways to improve their services and offerings.

Job Qualification

Soft Skills

• Strong leadership abilities with ability to do efficient multitasking

• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process

• Client Oriented with Strong Relationship management.

• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)

• Coordination and decision taking capabilities during crisis situations.

• Ability to work under pressure

Experience

• Infrastructure or Application support hands on experience of 4-6 years’ mandatory

• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow

• Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)

• Technologies and/or Applications background with ability to grasp impact and interdependencies

Working Hours and Shift Organization

• Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time

• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.

• Service Lead might be escalated during non-office hours on his professional / personal phone.

Legal and Regulatory Responsibilities

• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training as required to attain and maintain competence.

Secondary duties:

Other duties may be assigned.

Next Step

Click “apply” or send resume to: Tamanna Bilandi tamanna.bilandi@adecco.com

EA Licence No.91C2918| Personnel Registration No. R2096241

The Opportunity

• Adecco is partnering with one of the most well-established and respected financial institution with a strong track record of success.
• They have a culture of innovation and continuous improvement, constantly looking for ways to improve their services and offerings.

Job Qualification

Soft Skills

• Strong leadership abilities with ability to do efficient multitasking

• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process

• Client Oriented with Strong Relationship management.

• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)

• Coordination and decision taking capabilities during crisis situations.

• Ability to work under pressure

Experience

• Infrastructure or Application support hands on experience of 4-6 years’ mandatory

• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow

• Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)

• Technologies and/or Applications background with ability to grasp impact and interdependencies

Working Hours and Shift Organization

• Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time

• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.

• Service Lead might be escalated during non-office hours on his professional / personal phone.

Legal and Regulatory Responsibilities

• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training as required to attain and maintain competence.

Secondary duties:

Other duties may be assigned.

Next Step

Click “apply” or send resume to: Tamanna Bilandi tamanna.bilandi@adecco.com

EA Licence No.91C2918| Personnel Registration No. R2096241

MAIN RESPONSIBILITIES/TASKS:
• Track, measure, report and communicate project costs, performance issues and risks
• Ensure that projects adhere to governance processes or escalate non-compliance to the Program Management Office (PMO) and Delivery Excellence Lead
• Provide continuous improvement to processes, tools, metrics and training, based on ongoing experience, process metrics and feedback from process users and other stakeholders to drive further efficiencies in the organization
• Review project status reports and action item logs to identify issues; address risks and concerns directly with project stakeholders or action item assignees or raise them to the attention of senior management for further direction
• Facilitate a project management network to provide a vehicle for learning opportunities and sharing project management experiences
• Support standard management reporting processes and metrics throughout the delivery/product organization by creating templates, job aids and other materials and produce reporting packages as required
• Responsible for the lifecycle of Service Management processes ensuring client satisfaction and management of risk to services
• Identify, log, monitor and escalate issues/outages and ensuring timely assignment and resolution of incidents to meet SLA's
• Proactively preventing the occurrence of incidents, problems and errors, via the identification, investigation and resolution of client and/or organizational Service Management issues
• Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages
• Proactive prevention of problems via trend analysis, targeting support action and communication
• Ability to associate/manage cost to delivery of service, first time right e.g. change request implementations
• Discover, analysis and document accurate information to support the effective management of events through its relevant process such as Change, Incident and Problem Management
• Establish and maintain relationships with clients, technical domains, delivery team, ops team, leadership team and global Service Management representatives
• Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements
• Ensure adherence of existing and new processes and process changes for completeness, consistency and conformity to Service Management documentation standards (including naming standards policy guidelines, etc)
• Point of contact for the Service Management team for the transition of new clients and enhancements to existing services. Responsible for the delivery of the Service Management interfaces aligned to client requirements and organizational dependencies
• Participate in client and/or Accenture meetings and demonstrations; either client specific or as representatives of Service Management. Demonstrating client knowledge and Service Management skills and expertise (SME)
• Governance of ITIL disciplines ensuring compliance to industry and internal audit controls are met
• Up-to-date awareness and compliance to global processes, delivering a common consistent approach to our customers and enabling trending, effective reporting and removal of repeat or poor-quality issues. Proactive participate and feedback into global processes as part of a continuous improvement program
• The creation of and maintenance, deployment and institutionalization of all Service Management processes/procedures/documentation/tools/templates and reports

Saghana Sithara | Registration Number: R1550224

The Opportunity

• Adecco is partnering with one of the most well-established and respected financial institution with a strong track record of success.
• They have a culture of innovation and continuous improvement, constantly looking for ways to improve their services and offerings.

Job Qualification

Soft Skills

• Strong leadership abilities with ability to do efficient multitasking

• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process

• Client Oriented with Strong Relationship management.

• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)

• Coordination and decision taking capabilities during crisis situations.

• Ability to work under pressure

Experience

• Infrastructure or Application support hands on experience of 4-6 years’ mandatory

• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow

• Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)

• Technologies and/or Applications background with ability to grasp impact and interdependencies

Working Hours and Shift Organization

• Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time

• Few times a year, Service Lead will be required to coordinate major events (DRP or other) on site during weekends.

• Service Lead might be escalated during non-office hours on his professional / personal phone.

Legal and Regulatory Responsibilities

• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training as required to attain and maintain competence.

Secondary duties:

Other duties may be assigned.

Next Step

Click “apply” or send resume to: Tamanna Bilandi tamanna.bilandi@adecco.com

EA Licence No.91C2918| Personnel Registration No. R2096241