ISG Operations Specialist

Lenovo Group Limited; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

A leading global tech company in Kuala Lumpur is seeking an operational manager responsible for overseeing staffing and ensuring operational excellence. The ideal candidate will manage budgets, monitor performance, and address quality issues while collaborating with various teams. Key responsibilities include developing mitigation strategies for operational risks and preparing insightful reports for senior management. This role offers an exciting opportunity to enhance operational processes and support business growth.

Responsibilities

• Oversee staffing levels to meet demand effectively.
• Manage budget and monitor financial performance.
• Track KPIs to ensure operational performance.
• Address quality issues and ensure compliance.
• Develop plans to manage operational risks.
• Analyze and report on operational data.

Job description

2. Resource Management

• Work with regional teams to oversee staffing levels, ensuring that the right number of employees with the right skills are available to meet demand.
• Assess MM growth vs cases for bandwidth assessment in the teams.
• Ensure optimal use of technology and tools to support operations.

3. Budgeting and Financial Management

• Prepare and manage the operations budget, ensuring cost-effective resource allocation.
• Monitor financial performance and identify opportunities to reduce costs or increase profitability.
• Track and report on operational expenses and provide forecasts for future needs.

4. Performance Management

• Monitor KPIs to assess operational performance.
• Conduct regular performance reviews and provide feedback to staff to ensure goals are being met.
• Develop and implement training programs to improve employee skills and productivity.

5. Quality Control / Compliance / Training

• Work with QA teams to address any quality issues or non-compliance incidents and take corrective actions.
• Ensuring team process and procedures are being followed.
• Coordinate with managers for upskilling of agents.

6. Risk Management and Problem-Solving

• Identify potential operational risks and develop mitigation strategies.
• Resolve any operational issues or crises that arise, such as supply chain disruptions or equipment failures.
• Develop contingency plans to address unexpected challenges and ensure business continuity.

7. Reporting and Data Analysis

• Gather, analyze, and report on operational data, providing insights to senior management.
• Use data to drive decisions, monitor trends, and forecast future needs.
• Prepare regular reports on performance, budgets, and other key operational metrics for BMS, MBR and other ad hoc performance requests.

8. Planning, Communication and Coordination

• Act as the liaison between different departments to ensure smooth communication.
• Collaborate with senior management on long-term strategy and planning.
• Coordinate with external partners, suppliers, and other stakeholders to ensure effective collaboration.
• Communicate operational goals and updates to upper management.
• Work with customer service teams to address complaints and improve service delivery.
• Identify opportunities for operational expansion or improvement.
• Support business growth by ensuring operational processes scale with demand.