Head of Service Excellence & Performance

Omya Group; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Omya Group is seeking a Head of Customer Service & Performance Management in Kuala Lumpur to define service governance, KPI targets, and performance reporting for OS&S. You will lead cross-functional teams, drive cost efficiency, and ensure compliance with internal controls and policies.

The role requires strategic oversight, stakeholder collaboration across regions, and strong change management capabilities to enhance customer satisfaction and service quality.

Qualifications

• University degree in Business Management, Economics or related field.
• Minimum 7 years in a leadership role.
• Strong ability to define and execute service and performance strategies.
• Excellent written and verbal English communication.

Responsibilities

• Define and implement global service management strategies and governance frameworks.
• Define KPI framework and targets for OS&S performance.
• Establish reliable performance reporting cadence for leadership.
• Identify and sponsor continuous improvement initiatives.
• Collaborate with OS&S teams and regional stakeholders.
• Ensure compliance with Omya policies and regulatory requirements.
• Lead planning and budgeting for service demand and costs.

Skills

Strategic leadership

Analytics & KPI analysis

Stakeholder management

Service governance

Process improvement

Change management

Education

Bachelor's degree in Business/ Economics

Tools

ServiceNow

Job description

Omya Group is seeking a Head of Customer Service & Performance Management in Kuala Lumpur to define service governance, KPI targets, and performance reporting for OS&S. You will lead cross-functional teams, drive cost efficiency, and ensure compliance with internal controls and policies.

The role requires strategic oversight, stakeholder collaboration across regions, and strong change management capabilities to enhance customer satisfaction and service quality.