Executive, Service Delivery

Malaysia Airlines; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Malaysia Airlines is seeking an Executive, Service Delivery to coordinate Enrich back-office operations in non-voice channels, ensuring timely case processing and vendor performance.

You will monitor queues, escalations, and SLA adherence, collaborate with internal stakeholders, and uphold data protection standards while driving continuous improvement.

Qualifications

• Must have 2–3 years’ experience in back-office, customer service, contact centre or service operations.
• BPO/outsourced operations experience is an advantage.

Responsibilities

• Identify recurring operational issues and process gaps.
• Highlight service bottlenecks and improvement opportunities.
• Provide operational insights to support continuous improvement initiatives.
• Coordinate and monitor day-to-day Enrich back-office operations and vendor performance.
• Monitor queue volumes, ageing, SLA and turnaround time to ensure timely case resolution.
• Coordinate escalations, fulfilment activities and operational follow-ups.
• Ensure adherence to approved SOPs, policies and data protection standards.
• Maintain operational trackers and provide regular performance updates.
• Foster effective collaboration with internal stakeholders and vendor teams.
• Promote clear communication, accountability and teamwork in daily operations.
• Support knowledge sharing and consistent adherence to service standards.

Skills

Back-office operations

SLA monitoring

Escalation coordination

Vendor coordination

Communication

Data protection

Education

Diploma or Bachelor’s degree in Business Administration, Customer Service, Communications, Hospitality or a related field

Job description

Position Summary

This role is responsible to coordinate and monitor the day-to-day delivery of Enrich back-office operations across non-voice channels, ensuring accurate and timely case processing by the appointed service provider. The role monitors queue health and pending cases, coordinates escalations, supports service issue resolution, and identifies recurring operational gaps for management review and improvement.

Position Title

Executive, Service Delivery

Report To

Assistant Manager, Service Delivery

Key Accountabilities

• Identify recurring operational issues and process gaps.
• Highlight service bottlenecks and improvement opportunities.
• Provide operational insights to support continuous improvement initiatives.
• Coordinate and monitor day-to-day Enrich back-office operations and vendor performance.
• Monitor queue volumes, ageing, SLA and turnaround time to ensure timely case resolution.
• Coordinate escalations, fulfilment activities and operational follow-ups.
• Ensure adherence to approved SOPs, policies and data protection standards.
• Maintain operational trackers and provide regular performance updates.
• Foster effective collaboration with internal stakeholders and vendor teams.
• Promote clear communication, accountability and teamwork in daily operations.
• Support knowledge sharing and consistent adherence to service standards.

Qualifications & Experience

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Communications, Hospitality or a related field.
• Minimum 2–3 years’ experience in back-office, customer service, contact centre or service operations. BPO/outsourced operations experience is an advantage.

Area of Experiences

Non-voice service operations, including case management, queue/SLA monitoring, escalation coordination, fulfilment and vendor/BPO coordination.

Skills & Competencies

• Knowledge of back-office/service operations, case management and SLA monitoring.
• Understanding of SOPs, service standards and data protection requirements.
• Basic understanding of vendor/BPO operations and escalation processes.
• Stakeholder collaboration
• Accountability
• Problem solving
• Execution focus
• Detail-oriented and organised
• Proactive and responsive
• Analytical and solution-oriented
• Clear communicator
• Customer-focused
• Crisis Management — Basic
• Cybersecurity Awareness — Basic
• Operational Excellence — Intermediate
• Regulatory Compliance — Basic
• Risk Management — Basic
• Situational Awareness & Decisiveness — Intermediate
• Technical & Field Expertise — Intermediate
• Application Lifecycle Management — Basic
• Application Performance & Availability Monitoring — Basic
• Application Vendor & Technology Partner Coordination — Intermediate
• Enterprise Platform Configuration & Administration — Basic
• System Integration & Interface Management — Basic