Executive Escalations Specialist - Operational Fixer

Operations; Selangor; On-site; MYR 85,000 - 120,000; Full time

Job summary

Operations in Malaysia seeks a GS Service Success Specialist to act as the strategic guardian of high-priority customer interactions. You will own CEO, Executive, and Regulatory Compliance escalations across MYSG, perform forensic deep-dives, and drive improvements using the 5-Whys framework.

You will report to the Service Success Manager and be based onsite in Petaling Jaya, collaborating with Legal, Public Affairs, and Regional Compliance teams to prevent brand risk and ensure governance

Qualifications

• Own end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia.

Responsibilities

• Own end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia.
• Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
• Draft empathetic, risk-mitigated executive write-ups and statutory responses.
• Perform forensic deep-dives to identify root causes using the 5-Whys framework.
• Identify Red Flag operational scenarios and evaluate risk protocols for robustness.
• Translate audit findings into actionable feedback for Product, BPI, and Operations teams.
• Maintain comprehensive records and audit trails for governance readiness.
• Collaborate with Legal, Public Affairs, and Regional Compliance teams.
• Coordinate with BPI and Systems leads during post-fix validation to ensure root causes are eliminated.
• Calibrate with BPO Team Leads and frontline partners to align vendor execution with quality standards.
• Report to Service Success Manager from Petaling Jaya onsite.

Skills

Quality Assurance

Governance

Process Engineering

Root Cause Analysis

5-Whys

Executive communication

Risk mitigation

Regulatory compliance

Job description

Operations in Malaysia seeks a GS Service Success Specialist to act as the strategic guardian of high-priority customer interactions. You will own CEO, Executive, and Regulatory Compliance escalations across MYSG, perform forensic deep-dives, and drive improvements using the 5-Whys framework.

You will report to the Service Success Manager and be based onsite in Petaling Jaya, collaborating with Legal, Public Affairs, and Regional Compliance teams to prevent brand risk and ensure governance