Lead, Business Support & Operations (SFA / RF / Data Verification)

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading telecommunications service provider in Kuala Lumpur seeks a Lead, Business Support & Operations. The candidate will oversee day-to-day operational activities, manage escalations, and coordinate with teams for effective issue resolution. A bachelor's degree and 5+ years in operations within telecommunications or distribution are required. The role demands strong problem-solving skills and knowledge of operational systems. Join an innovative team dedicated to providing superior mobile data services in a dynamic environment.

Benefits

Comprehensive medical, dental, optical and insurance benefits

Flexi working hours arrangements

Special employee discounts for selected F&B Brands

Qualifications

• 5+ years of experience in operations, service delivery, or support roles within telecommunications.
• Hands-on experience in operational systems and Level 1 incident escalation handling.
• Proven ability to prepare and analyze operational reports.

Responsibilities

• Oversee day-to-day operational activities for smooth service delivery.
• Manage and resolve operational issues escalated from Level 1 support.
• Prepare operational reports ensuring accuracy and timely follow-up actions.
• Develop and enforce Standard Operating Procedures (SOPs).
• Support project implementations and administrative matters related to operations.

Skills

Operational systems knowledge

Strong problem-solving skills

Effective communication

Analytical skills

Education

Bachelor’s degree or diploma in Business Administration, Information Systems, Telecommunications

Tools

Excel

Reporting tools

Job description

Lead, Business Support & Operations (SFA / RF / Data Verification)

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We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Role

The Day-To-Day Activities

• Assist in overseeing day-to-day operational activities to ensure smooth and timely service delivery across unit functions.
• Manage and resolve operational issues and act as Level 1 team on escalations related to operational issues and act as Level 1 support team.
• Coordinate with internal teams, vendors, and operators to ensure effective issue resolution and compliance with agreed procedures.
• Prepare and review operational reports, ensuring accuracy, timeliness, and proper follow-up actions.
• Develop, update, and enforce Standard Operating Procedures (SOPs) to maintain consistency and compliance.
• Support project implementations, oversee disty training and other related administrative matters and system enhancements related to operations.
• Escalate risks, delays, or compliance issues to management in a timely manner.
• Assist the Section Head in ensuring operational KPIs and service standards are met.

About You

Education & Experience

• Bachelor’s degree or diploma in Business Administration, Information Systems, Telecommunications, or a related field, with 5+ years of experience in operations, service delivery, or support roles within the telecommunications or distribution environment.

Telecom Operations & Systems Knowledge

• Strong understanding of telecom operational processes, with hands-on experience in operational systems, Level 1 incident escalation handling, UAT/system testing, and project implementations.

Process, SOP & Reporting Capability

• Proven ability to develop, maintain, and enforce SOPs, as well as prepare and analyze operational and KPI reports using Excel, dashboards, or reporting tools.

Operational & Analytical Skills

• Strong problem-solving and troubleshooting abilities, capable of managing escalations, identifying risks or compliance gaps, and handling multiple operational tasks in a fast-paced environment with high attention to detail.

Stakeholder Management & Leadership Traits

• Effective communication and coordination skills with internal teams, vendors, distributors, and agents; proactive, results-driven, able to work independently while supporting leadership, with strong ownership, accountability, and professionalism.

What’s Next?

Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

U Mobile is a data‑centric and award‑winning mobile data service company in Malaysia. We have grown rapidly by introducing innovative products such as free monthly data for prepaid plans and microfinancing for smartphones, as well as unlimited data plans at affordable prices. Our modern network infrastructure enables efficient scaling and we are committed to investing in 5G and beyond to provide a superior network experience.