OLLC Operations Manager (Kuala Lumpur, Malaysia)

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel KL (Sudong MY Sdn Bhd) invites applications for an OLLC Operations Manager to lead the day-to-day provisioning team, ensure timely service delivery, and drive continuous process improvements within the new Shared Services Centre in Kuala Lumpur.

You will manage SLAs, monitor performance, handle stakeholder escalations, prepare regular reports for management, and foster collaboration to enhance operational capability and customer experience.

Qualifications

• Bachelor's degree in a relevant field and 4+ years in telecommunications operations or provisioning.
• Experience leading or coordinating operational teams and handling escalations.
• Knowledge of SLA management and service lifecycle is preferred.
• Strong analytical, planning, and communication skills.

Responsibilities

• Lead the OLLC provisioning team to ensure orders are delivered within SLAs.
• Monitor daily operations and implement improvements for efficiency and quality.
• Manage stakeholder relationships and escalations with proactive communication.
• Prepare regular operational reports and ensure governance and compliance.
• Drive continuous improvement and share best practices across the team.

Skills

Analytical thinking

Problem-solving

Communication skills

Stakeholder management

Leadership

Planning & coordination

Education

Bachelor's Degree in Business, Telecommunications, Information Technology, Engineering, or related discipline

Job description

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)!

Singtel is Asia's leading communications technology group, our presence spans across 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.

5. Continuous Improvement

• 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.