OLLC Operations Manager

Singtel Group; Kuala Lumpur; On-site; MYR 120,000 - 190,000; Full time

Job summary

Singtel Group in Kuala Lumpur is establishing a new Shared Services Centre and seeks an OLLC Operations Manager to lead the day-to-day OLLC provisioning team, ensuring timely service delivery, efficiency, and strong stakeholder management.

You will drive continuous process improvement, monitor service levels, coordinate cross-functional initiatives, and report performance to leadership. A minimum of 4 years in telecom operations and a related bachelor’s degree are required.

Qualifications

• Bachelor's degree in Business, Telecommunications, Information Technology, Engineering, or related field.
• Minimum 4 years in telecom operations, service delivery, provisioning, or related operational environment.
• Experience leading or coordinating operational teams, managing service delivery, and handling stakeholder escalations.

Responsibilities

• Lead the OLLC provisioning team to ensure customer orders are delivered within SLAs.
• Monitor daily operational performance and implement improvements to enhance service quality and efficiency.
• Manage stakeholder relationships and escalate issues with customers and partners as needed.
• Monitor operational metrics, report performance, and ensure governance and compliance with processes and standards.

Skills

Operations management

Service delivery

Stakeholder management

Team leadership

Process improvement

Analytical thinking

Communication skills

Planning & coordination

Organizational skills

Education

Bachelor's Degree

Job description

Singtel is Asia's leading communications technology group, with presence spanning 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for an OLLC Operations Manager to lead the day-to-day operations of the OLLC provisioning team, ensuring timely service delivery, operational efficiency, and effective stakeholder management while driving continuous process improvement.

Make an Impact by:

1. Operations Management & Service Delivery

• Lead the OLLC provisioning team to ensure customer orders are delivered within agreed service level agreements (SLAs).
• Monitor daily operational performance and implement improvements to enhance service quality and operational efficiency.
• Ensure provisioning activities are executed in accordance with operational standards and business objectives.
• Track operational performance and provide regular updates on service delivery and order status to management.

2. Team Leadership & Performance Improvement

• Guide and support the provisioning team in achieving operational goals and performance targets.
• Identify opportunities to improve workflows, productivity, and service quality through continuous improvement initiatives.
• Foster collaboration and knowledge sharing within the team to enhance operational capability.

3. Stakeholder Management & Escalation

• Build and maintain effective relationships with internal stakeholders, customers, and business partners.
• Proactively manage operational escalations and communicate potential service delays with relevant stakeholders.
• Collaborate with cross-functional teams to resolve operational issues and ensure timely service delivery.

4. Operational Governance & Reporting

• Monitor operational metrics, service performance, and order progress to ensure business objectives are met.
• Prepare and present regular operational reports, performance updates, and insights to management.
• Ensure compliance with established operational processes, policies, and service standards.
• Identify process improvement opportunities to enhance operational efficiency and customer experience.
• Support the implementation of operational initiatives that improve service delivery, governance, and team effectiveness.
• Contribute to the development of best practices for provisioning operations and stakeholder engagement.

Skills for Success

• Bachelor's Degree in Business, Telecommunications, Information Technology, Engineering, or a related discipline.
• Minimum 4 years of experience in telecommunications operations, service delivery, provisioning, operations management, or a related operational environment.
• Experience leading or coordinating operational teams, managing service delivery, and handling stakeholder escalations.
• Knowledge of telecommunications provisioning processes, service lifecycle management, and SLA management.
• Experience in operational reporting, performance monitoring, and continuous process improvement.
• Strong analytical and problem-solving skills with the ability to make operational decisions in a fast-paced environment.
• Excellent communication, stakeholder management, and relationship-building skills.
• Strong planning, coordination, and organizational skills with the ability to manage multiple priorities.
• Experience in project coordination or procurement processes is an advantage.

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