Manager, Operation & Stakeholder Engagement

Malaysia Digital Economy Corporation (MDEC); Cyberjaya; On-site; MYR 45,000 - 65,000; Full time

Job summary

A leading digital economy organization seeks a Manager for the DFTZ eServices Platform. This role involves overseeing daily operations, managing stakeholder relationships, and enhancing process efficiencies. Ideal candidates will have a relevant degree, substantial experience, and strong competencies in communication, analysis, and platform management.

Qualifications

• Approximately 7 years of relevant experience in operations management or stakeholder engagement.
• Candidates must manage trade facilitation platforms and operations effectively.
• Digital platform management experience is advantageous.

Responsibilities

• Manage operations of the DFTZ eServices Platform and stakeholder relationships.
• Ensure adherence to data governance processes and oversee reporting requirements.
• Support process enhancements and the overall development of DFTZ initiatives.

Skills

Effective Communication

Critical Analysis

Coaching

Problem Solving

Education

Bachelor’s Degree in Business, Operations, Supply Chain, Information Systems

Diploma with Relevant Experience

Job description

Job Purpose

Reporting to the Senior Manager of the DFTZ Department, the Manager will play a key role in managing the roll-out, implementation, and day-to-day operations of the DFTZ eServices Platform. This includes ensuring the smooth operation of the Platform, addressing operational risks and issues, and fostering strong coordination among internal and external stakeholders within the ecosystem.

The person is expected to perform the following key areas:

• Overseeing and managing the operations of the DFTZ eServices Platform to ensure optimal performance and service delivery.
• Identifying, managing, and mitigating operational risks and issues through effective planning and resolution strategies.
• Building and maintaining strong working relationships with internal and external stakeholders across the DFTZ ecosystem.
• Leading the development, documentation, and enhancement of process flows and standard operating procedures related to DFTZ operations.

Duties And Responsibilities

Information & Data Management (SLA, Dashboard)

• Manage data requests, user access to database and dashboards related to DFTZ.
• Ensure data governance process and principles are adhered to.

Government Stakeholder Management

• Manage relationships with both internal and external stakeholders across the DFTZ ecosystem, including government agencies, service providers, logistics partners, and other key parties.
• Act as the primary liaison to facilitate collaboration, resolve issues, and maintain strong partnerships.
• Assist in the preparation of periodic reporting as stipulated by internal/external stakeholders in a timely manner.

Process Enhancement Management

• Assist in engaging relevant stakeholders on matters pertaining to the implementation of DFTZ eServices Platform.
• Support the overall development of the DFTZ eServices Platform.

BSP (Business Service Provider) Relations Management

• Coordinate and manage execution of Platform User Agreement (PUA) and other related legal documents with BSPs.
• Provide ongoing support and act as the key liaison for BSPs on operational matters.

Qualifications

• Minimum Bachelor’s Degree in a related field (e.g., Business, Operations, Supply Chain, Information Systems, or equivalent).
• Candidates with a Diploma and substantial relevant experience in managing trade facilitation platforms and operations are also encouraged to apply.
• Approximately 7 years of relevant experience, preferably in operations management, stakeholder engagement, or related areas.
• Experience in managing digital platforms, government stakeholder relations, or trade facilitation initiatives would be an added advantage.

Competencies

Soft Skills

Proactively able to:

• Communicate effectively to influence stakeholders and drive strategic engagement.
• Analyze situations critically and provide innovative, practical solutions.
• Provide effective coaching, mentoring, and develop talent.

Technical Skills / Knowledge Specialization

• Strong understanding of trade facilitation processes, including customs clearance and cross-border eCommerce logistics.
• Good knowledge of digital platform operations, particularly those supporting trade and supply chain ecosystems.
• Familiarity with government policies, regulatory frameworks, and national transformation initiatives related to trade and digital economy.
• Proficient in business analysis, process improvement, and ensuring operational efficiency in platform-based environments.