Manager, Customer Operations & Service Delivery (Fuel & Enterprise Solution) [RID-00719]

Setel; Malaysia; Hybrid; MYR 150,000 - 230,000; Full time

Benefits offered by this job

Hybrid working arrangement

Leisure area with games

Casual dress code

Snacks and beverages

Company events

Job summary

Setel Ventures Sdn Bhd is seeking a senior professional to lead operational aspects of Fuel & Enterprise Solutions. You will drive delivery excellence, manage escalations, and maintain strong relationships with key partners and stakeholders to meet client needs and strategic goals.

The role emphasizes SLA governance, KPIs oversight, and continuous service improvement, with a focus on cross-functional collaboration and people leadership in a hybrid work setup in Malaysia.

Qualifications

• 7–10 years of experience in account management & operations delivery in related fields
• Bachelor’s degree in business/ops; advanced degrees are a plus
• Experience in account management, operations or service delivery within fuel/enterprise solutions
• Ability to interpret performance metrics, identify trends and make data-driven decisions
• Strong understanding of customer service metrics and KPIs
• Strong organizational and project management skills with attention to detail

Responsibilities

• Lead operational aspects of Fuel & Enterprise Solutions portfolios and drive delivery excellence
• Manage escalations and ensure timely, effective solutions as primary contact for stakeholders
• Track service performance metrics (uptime, response times, satisfaction) and ensure contractual compliance
• Foster relationships with internal/external stakeholders; conduct regular reviews with partners
• Establish, negotiate, and manage SLAs; ensure compliant, high-quality customer experience
• Oversee complaints, reviews, rewards, and mass communications; guide future initiatives
• Develop and enforce efficient processes to improve service quality and performance
• Recruit, train, and mentor team members to achieve targets and growth
• Ensure adherence to company policies, regulations, and legal requirements

Skills

Account management

Operations delivery

Data-driven decisions

KPIs

Project management

Customer service metrics

Education

Bachelor’s degree in Business Administration or Operations Management

Job description

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

Lead the overall operational aspects of the Fuel and Enterprise Solutions portfolios. Responsible for ensuring efficient execution, continuous service improvement, and delivery excellence by driving collaboration across internal teams and external stakeholders/ partners. Develop and maintain long-term relationships with key stakeholders to meet client needs, enhance performance, and deliver timely, high-quality solutions aligned with strategic business objectives.

In This Role You Will:

• Ensure exceptional service by managing and resolving escalations and complex issues that arise during service delivery, ensuring timely and effective solutions, and acting as the primary contact for stakeholders across fuel and enterprise solutions accounts in resolving issues.
• Ensure the timely and effective delivery of services in accordance with contractual agreements and client/customer expectations with periodic tracking and analyzing service performance metrics, such as uptime, response times, and customer satisfaction, to ensure seamless service execution.
• Foster strong relationships with key internal/ external stakeholders, ensure a high level of customer satisfaction and conduct regular meetings and reviews with vendors/ dealers to discuss performance, address concerns, and identify opportunities for further collaboration.
• Establishing SLAs including administering, negotiating and close contracts/agreements related to ensure all operational SLAs are well covered to provide a good customer experience. Oversee service level agreements (SLAs) and ensure compliance with industry standards and company policies.
• Oversee dealers/stations/customers complaints, reviews, promotional rewards, and mass communications as well as related future initiatives.
• Implement and manage operational processes and procedures to enhance efficiency and service quality by analysing operational performance, addressing any issues and implementing corrective actions as needed.
• Maintain and compile all Fuel & Enterprise Solutions related account management documentation, help instructions, and relevant Knowledge Management materials.
• Recruit, train, mentor, and motivate team members, fostering a culture of excellence, collaboration, and customer experience to focus and support them to achieve their targets and professional growth.
• General Responsibilities: All employees are required to ensure adherence to the compliance of company policies, industry regulations and legal requirements.

You're A Great Fit If You Have:

• Min of 7-10 years of experience in account management & operations delivery, or a related field, preferably within the fuel industry.
• Bachelor’s degree in Business Administration, Operations Management, or a related field. Advanced degree or certifications are a plus.
• Experience in account management, operations, or service delivery, preferably within the fuel and enterprise solutions sectors
• Ability to interpret performance metrics, identify trends, and make data-driven decisions.
• Strong understanding of customer service metrics, KPIs, and best practices.
• Strong organizational and project management skills with attention to detail.

What Makes Working With Us Awesome

• Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours
• Relax and unwind in the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
• There will be workshops, talent shows, sports activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.