Total 11 Manager customer service job vacancies in Petaling Jaya SGR

Job Responsibilities: 

• Develop and implement an effective credit score model or scheme for customers and maximize the company’s profitability and value in the market. 
• Evaluate, implement, and monitor internal and external credit scoring models and/or financial forecasting models using both traditional and other advanced predictive technologies, segmentation, and optimization tools in strategy development.
• Develop and maintain user requirements, parameters, and configurations of rating system for different customer segments.
• Research and implementation of effective use of AI solutions.
• Identify data trends via deep data analytics and summarize key findings for Score Card Improvement.
• Research and study, introduce and verify new function of next generation innovative operation. 
• Monitor, evaluate, and improve Score card and rule engine management from profitability point of view.
• Manage and monitor overall profitability by customer and merchant level.

Job Requirement:

• Minimum 10 years relevant working experience preferably in banking / financial institutions with at least 5 years management exposure.
• Result-oriented with an ability to develop and grow the department through intensive monitoring and mentoring.
• Strong analytical skills in credit risk assessment and credit score modeling.
• Proficient in SQL, Python/R, Data Mining (Feature engineering), MLOPS (Model Deployment & Maintenance), understanding on ML algorithm, AWS Cloud services (preferred but experience on other cloud services is acceptable).
• Good written and communication skills, analytical minded with a sense of accuracy.
• Applicants should be Malaysian citizens or hold relevant residence status.
• Proficiency in data analysis and business management software.
• Excellent Leadership characteristic and interpersonal skills
• Exceptional analytical and problem-solving abilities.
• Excellent organizational and time-management skills.

Perks & Benefits

• Nearby public transport
• Central location
• Casual dress code
• Medical insurance
• Personal leave

Job Responsibilites:

• Accountable for the development and maintenance of credit policies, procedures, and guidelines to meet portfolio goals, credit line management and the execution of routines to monitor a full spectrum of process and performance MIS.
• Manage overall portfolio asset quality for entire credit spectrum across multiple products to be consistent with financial objectives.
• Monitoring of credit initiatives, maintaining data infrastructure to support initiatives, and reporting performance results / opportunities to Management on periodic basis.
• Able to analyze data trends via in-depth data analytics and provide observation / findings for policy revision.

Job Requirements: 

• Minimum 8 years experience with credit policy development and analytics from banking / financial institutions, preferably with experience in maintaining Decision Engines is an added advantage.
• Strong in business and credit risk analytical skills.
• Ability to manage multiple priorities and dealing effectively with demanding business partners.
• Good written and verbal communication skills.
• Good and balanced business acumen.
• Applicants should be Malaysian citizens or hold relevant residence status.
• Proficiency in data analysis and business management software.
• Excellent Leadership characteristic and interpersonal skills
• Exceptional analytical and problem-solving abilities.
• Ability to collaborate with a variety of stakeholders.

Perks & Benefits

• Central location
• Casual dress code
• Medical insurance
• Personal leave

Main purpose of job       

The main purpose of a Section Head is to lead and supervise BPO Contact Centre Inbound & Outbound Section. To lead the staff and operation into achieving a higher standard in accordance to the SLA. Has the ability to work well between the Unit and the external client and to others internal department.

Principe responsibilities & duties

• Directly report to Head of Department on overall performance of BPO Contact Centre.
• Review operation performance and provide new action/planning/strategies to enhance BPO Contact Centre’s Service Quality, processes and system improvements.
• Develop and execute training module for BPO Contact Centre and look into staff training and development.
• Ensure customers correspondence and tasks are attended as per SLA.
• Ensure the operation is in compliance with internal and external policy and guideline as well as BNM requirements.
• Ensure staffs meet individual KPI and contribute to the department’s overall KRA.
• Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
• Recruit, train & supervise subordinate in multitasking operation.
• Report on operations performance.
• Identify operation constraint & possible action plan.
• Career development for staff.
• Feedback/Complaint management.
• Manage effective escalation process.

Job Requirement (Education & Experience)

• Well verse in English & Bahasa Melayu.
• Bachelor’s Degree in any related disciplined.
• 8 years direct experience in Contact Center operations with at least 5 years experience in Management level exposure.
• Good time management.
• Leadership characteristic and excellent interpersonal skills.
• Strong analytical skill and able to work under pressure.
• Manage to work with team environment.
• Experience in managing outsource contact centre will be an added advantage.

Perks & Benefits

• Nearby public transport
• Central location
• Casual dress code
• Medical insurance
• Personal leave

1. Managing and monitoring advisor and team performance to deliver KPIs, targets, quality standards and outcomes.

• Ensure the team achieves all set SLA’s, delivers a minimum 85% Quality Assurance score and that monthly 1-2-1s are had with each advisor.
• Deliver updates, participate and regularly host in our CS Operational Huddles to identify challenges and successes across the operation.
• Ensure that advisor records are kept up to date within the CS Management Hub and HR Personnel File.

2. Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievement

• Work closely with both your Team Manager and WFM Team, ensuring that your team are achieving business KPIs; also ensuring that individual performance targets are being met, including an adherence target of 95%.
• Support the team with handling escalated queries across all channels, ensuring that the highest standard of Customer Service is being provided.
• Promote our Goodwill Gesture structure across the operation, ensuring that the team are providing an exemplary level of Customer Service

3. Managing and developing the performance and potential of the team

• Work closely with your direct reports to promote best practice, conducting 2 quality checks per month and delivering valuable coaching and feedback for each quality check.
• Conduct a quarterly skills matrix in line with Talent Density, with the purpose of creating a PDP for each advisor to be reviewed within each 1-2-1.
• Adhere to HR and People policies, procedures and standards and be responsible for managing your team’s adherence to these policies.

4. Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team

• Act as a subject matter expert in your area, identifying and recommending areas in which processes can be improved and feeding this back to your Team Manager.
• Ensure that any changes are communicated and implemented in a timely manner.
• Communicate effectively within your team, promoting engagement and escalating relevant queries with the relevant stakeholders whilst ensuring your Team Manager is always informed prior to implementation of any change within the team.

Manger, Service Operations is responsible for overseeing and managing all planning aspects of the service operations department. This includes strategic planning, resource allocation, and performance monitoring to ensure efficient and effective service delivery.

• Develop and implement strategic plans for service operations-planning to align with company goals.
• Manage resource allocation, including staff and budget, to ensure optimal productivity.
• Monitor service operations performance and implement necessary improvements.
• Collaborate with other departments to integrate service operations with overall business strategy.
• Ensure compliance with industry regulations and company policies.
• Lead and motivate the service operations-planning team to achieve high performance.

Senior Manger, Service Operations is responsible for overseeing and managing regional service vendors to deliver to KPI. This includes 3rd party vendor management, strategic planning, resource allocation, and performance monitoring to ensure efficient and effective service delivery.

• Develop and implement strategic plans for service operations-planning to align with company goals.
• Manage resource allocation, including staff and budget, to ensure optimal productivity.
• Monitor service operations performance and implement necessary improvements.
• Collaborate with other departments to integrate service operations with overall business strategy.
• Ensure compliance with industry regulations and company policies.
• Lead and motivate the service operations-planning team to achieve high performance.

Management

• Use an inspirational leadership style to deliver consistent customer service.
• Performance manage the outputs of the team in line with performance management frameworks and standards, ensuring robust documentation is maintained
• Adhere to the framework of excellence and a work ethic focused on driving the right outcome first time
• Manage key stakeholders in the business through effective planning, organisation and communication.
• Build relationships and work collaboratively with the UK team and integrate the Malaysia teams with the UK ways of working
• Be an active and effective contributor to the management team, contributing to the overall strategy of the Contact Centre Operation.
• Provide guidance and coaching to Team Managers in relation to their People Management skills
• Drive best practice in People Management tasks such as performance management and regular 1:1s
• Identify and promote best practice whilst developing both the Customer service and Supporting teams.
• Design and manage deployment of Contact Centre improvements which promote innovation and excellence
• Develop, manage and ensure operational teams achieve key service metrics and maximise sales opportunities.
• Ensure all stakeholders receive clear information contact centre re planning, forecasting of promotions and sales campaigns in the contact centre
• Be accountable for the co-ordination and production of associated reporting relating to Contact Centre operations.
• Establish, promote and develop effective relationships within the business to drive a multichannel strategy.
• Monitor and manage the attendance and conduct of the teams, ensuring that all relevant return to work interviews and behavioral/conduct issued are documented/completed and taking the appropriate and timely action

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.

• Support team in managing in-market complex customer queries, build apt hypothesis and bring prompt resolution with data support and effective communication.
• Work closely with in-market Consulting, Analytics & Insights team, Operations and Data Science, Global customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
• Create an environment to encourage and drive solution mindset and to leverage best practices.
• Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores.
• Measure emerging issues and quality trends, flag out areas of improvement on a regular basis, and share with respective teams for improvement.

Who we are

Build your best future with the Johnson Controls team.

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What you will do:

Responsible in achieving company objectives by assisting Applied Sales Engineer to provide air-conditioning solutions to customers.

How you will do it:

• Understand customers’ requirements for air conditioning equipment and solutions.

• Provide heat load calculations and estimation to customers base on standards, requirement and application.

• Prepare air Conditioning equipment selection, costing and budgetary to customers base on the required specifications.

• Conduct technical and product presentations to consultants & end users virtually and physically.

• Work with Applied Sales team & to seek potential customers in local market and maintain good relationships with the stakeholders of the projects.

• Prepare weekly sales report & project tracking record to analyze and track the status of the projects.

• Collect, gather and analyzes competitive comparisons, pricing trends, and market analysis of the competitor landscape.

• Provide feedback or voice of the customers to the company on market requirements and regulations.

• Integrate business strategy and develop specific objectives for Business within Singapore and extend to SEA region. Work with leadership team to define the optimal engagement model for an early engagement and sales opportunity and engage with Heads of sales wherever appropriate to support the model.
• Lead the development of client relationships with owners, developers, consultants and contractors to improve JCI positioning and ultimately command customer preference.
• Create a healthy mid-long term pipeline of projects for HVAC solutions through spec-in activities and key accounts/vertical development efforts.
• Study and analyze competitive environment to prepare monthly updates to Sales Leaders in SEA and in countries with information relevant to their markets.
• Assess, develop and maintain updated market share data in each country with objectives to grow JCI market participation year over year.   
• Develop client-specific engagement and implementation proposals.

What we look for:

• 10+ years’ experience delivering consulting services, including team leadership and active involvement in selling professional services

• 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects

• 5+ years of enterprise-level project or program management experience

• Possess senior level relationship in the building technologies market to support Sales Team in their sales efforts

• Proven leader and developer of people working in diverse team environments.

• Demonstrated technical and/or functional aptitude, and ability to engage with architects/owners/consultants or SME into pre-sales activities.

• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role

• Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, Road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions

• Excellent analytical & problem solving skill

• Business acumen, good interpersonal and communication skills

• Able to work independently with minimum supervision.

What we offer:

• Competitive salary

• Paid vacation/holidays/sick time

• Comprehensive benefits package

• On the job/cross training opportunities

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

#LI-GO1

#LI-Onsite

Who we are

Build your best future with the Johnson Controls team.

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What you will do:

• Deliver high Service Quality in HVAC Operations and grow HVAC Service business.
• Set up HVAC work processes to drive operational efficiency and ensure full compliance in the work processes by the FLSPs and SAMs.
• Key contact with the HVAC high level customers and build up good business relationship to sustain the HVAC contract base and grow the business.

How you will do it:

• Develop day to day work processes for the FLSP. Develop Key Performance Indicators (KPI) for the FLSPs and SAMs.
• Ensure full compliance from the FLSP in the work processes Ensure full compliance from the FLSP on the 8 Simple Rules Deliver the targeted GM% profitability of HVAC contract  
• Ensuring the L&M quotations to customers are submitted on a timely and professional manner with very close follow-up on hi-potential quotations to target for sales conversion.
• Drive partnership with Energy Solutions team to incorporate green and energy saving L&M and Retrofits solutions sales through service operations.
• Promote cross-selling within CFS services in order to maximize every L&M opportunity with each customer account.
• Regularly visit customers to strengthen business relationship and to capitalize on their available L&M opportunities.
• Prepare proposal and conduct presentation to customers on L&M solutions. Proactively own the identification & secure L&M opportunities during customer and service visits.
• Participate in collection of aging debt in partnership with the finance department.
• Continuously review and improve the service operations work processes to ensure at all times an efficient service operation is sustained.
• Ensure timely reporting of service activities, prospects and forecasts, including actively participate in regular meetings as assigned.
• Prepare technical report or any written report to customers whenever required. Constantly look out for energy saving initiative to reduce building energy and increase L&M business Give full support and work in partnership to CFS Service Operations in driving Service Quality and Business Growth Actively participate in trainings assigned by JCI management to improve technical skills, product knowledge and soft skills.
• Maintain constant field intelligence and to keep the management advised of relevant information on market trends, competitors’ activities, product, prices, business performance and promotional programs.
• Develop and implement continuous improvement of L&M initiatives in service operations. Identify and establish successor program and the development plan to maximize the candidate’s proficiency and potential. Perform any other duties or undertake additional role from time to time, whether ad-hoc or otherwise, as assigned by the management.

What we look for:

• Degree in Building Services, Building Controls, Mechanical, Electrical, Electronics Engineering with at least 8 years experience.
• Able to write & read good English & Malay.
• Able to write technical reports and sales proposal to customers.
• Able to give presentations to customers on product knowledge and service capabilities.
• Computer knowledge Microsoft Power Point, Excel and Words.
• Customer communication and business develop skills.
• Require interaction with customers, consultants, sub-contractors, etc.
• Need to travel and work overseas as and when required.
• Ability to work irregular hours and under pressure when required.

What we offer:

• Competitive salary
• Paid vacation/holidays/sick time
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

#LI-GO1

#LI-Onsite

Who we are:

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What you will do:

Service Account Manager role will be responsible to lead all aspects of the day-to-day activities of field technician team and plan monthly customer routes. To maintains customer happiness while balancing financial goal and to ensure safety compliances and polices are met. Analyze teams’ performance and recommend best suited changes to ensure profitable outcome.

How you will do it:

• Performs service project management within branch by assisting with scheduling, estimation, manpower analysis, material logistics, establishing performance standards
• To provide customer support and ensure customer happiness; leading Front Line Service Professional (FLSPs) to drive labor and material growth
• Supervises and coordinates the activities of service technicians and others in the delivery of quality service to customers
• Plan and ensure technical support is available for field and sales personnel
• Manages team budget and overhead accounts as assigned. Provides input to drive Labor and Material (L&M) growth and identifies sales leads through the FLSPs
• Drive operational excellence for the service team to our customer by pre-determine financial and non-financial objectives
• Responsible for estimating reviews for all business assigned and to set/supervise goals and gross margin delivery and profitability
• Coordinates with Client Services and Sales representatives to provide estimating reviews in the following channels of growth potential: renewable service agreements, expanded scope of renewal base, new service agreements, field proposals, retrofit projects and unscheduled repair.
• Ensure the compliance of safety program, ISO procedures and ethics polices are being met

What we look for:

• Minimum 6 years of experience with the related field (HVAC or M&E)
• Bachelor’s Degree in engineering or equivalent
• Demonstrated ability in managing team (Technician and Engineers)
• Strong experience in interacting with building owner, customers, dealers, and contractors etc.
• Experience in leading development and growth of service operation (knowledge in green & energy solution is a plus)
• Good interpersonal and time leadership skills
• Capable of working efficiently in a fast-paced environment under pressure and excellent attention to detail
• High level of expertise in MS Office software including Outlook, Word and Excel
• Experience in using Service tools such as Service Max will be advantaged.
• Good command of English communication (oral and written communication skills)

What we offer:

• Competitive salary
• Paid vacation/holidays/sick time
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

#LI-LW2
#LI-Onsite