Operations Excellence Assistant Manager

SalesWorks Group; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading marketing firm located in Kuala Lumpur is seeking an Operational Excellence Assistant Manager to drive operational quality and compliance. The role involves monitoring business processes, managing escalations, and enhancing knowledge management practices. The ideal candidate holds a bachelor's degree and has experience in project management and operational compliance. This position offers a hybrid work model, allowing flexibility and a dynamic work environment.

Benefits

Hybrid work setup: 3 days remote, 2 days in-office

Flexible working hours

Annual leave accrued yearly

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Proven experience in project management and process auditing.
• Experience in incident investigation and root cause analysis.

Responsibilities

• Monitor operational accuracy and recommend corrective actions.
• Conduct process audits to ensure compliance.
• Perform root cause analysis for incidents and manage escalations.

Skills

Analytical skills

Problem-solving skills

Excellent communication

Proficiency in documentation practices

Education

Bachelor’s degree in Business Administration or Operations Management

Tools

Knowledge management tools

Job description

About SalesWorks

SalesWorks has been a leading force in face-to-face marketing, customer acquisition, and fundraising since 1995. With operations across multiple markets, we partner with global and local brands to deliver consistent, high-quality outcomes through strong people, processes, and performance. As the business continues to scale, operational discipline, accuracy, and continuous improvement are critical to sustaining service excellence across markets.

About The Role

The Operational Excellence Assistant Manager is responsible for driving and safeguarding operational excellence across the organisation. This role focuses on monitoring and auditing business processes, ensuring compliance, investigating incidents, managing escalations, and strengthening knowledge management practices. Working closely with cross-functional teams, the role supports continuous improvement initiatives, regional project execution, and data-driven decision-making to enhance service quality, efficiency, and consistency. This position is suited for a detail-oriented, analytical individual who is passionate about process integrity and quality outcomes.

Core Responsibilities

• Operational Monitoring and Quality Assurance
  • Monitor and evaluate operational accuracy, identifying gaps and recommending corrective actions.
  • Conduct regular process audits to ensure adherence to internal standards, policies, and regulatory requirements.
  • Generate quality insights to support consistent and high-quality service delivery.
• Process Improvement and Project Execution
  • Execute regional project plans and support timely and effective implementation.
  • Collaborate with cross-functional teams to identify process gaps and support continuous improvement initiatives.
  • Contribute to the enhancement of operational workflows and controls.
• Incident Investigation and Escalation Management
  • Perform root cause analysis for incidents, errors, or deviations.
  • Work with stakeholders to implement corrective and preventive measures.
  • Manage escalation processes, ensuring timely resolution and clear communication with relevant teams.
• Knowledge Management and Documentation
  • Maintain and enhance knowledge management systems.
  • Document procedures, best practices, and lessons learned to support operational consistency and learning.
  • Ensure documentation remains accurate, accessible, and up to date.
• Reporting, Training, and Stakeholder Support
  • Prepare and present quality and operational reports to leadership to support data-driven decision-making.
  • Support training and coaching initiatives to ensure teams understand quality expectations and compliance standards.
  • Engage with stakeholders to reinforce accountability and operational discipline.

What We Are Looking For

Education And Experience

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Proven experience in project management, process auditing, and operational compliance.
• Experience in incident investigation, root cause analysis, and project implementation.

Skills And Competencies

• Strong analytical and problem-solving skills with high attention to detail.
• Proficiency in knowledge management tools and documentation practices.
• Working knowledge of escalation management practices and workflows.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment while managing multiple stakeholders effectively.

Key Attributes

• Strong sense of ownership and accountability for quality and operational outcomes.
• Structured and methodical approach to problem-solving and investigation.
• Collaborative mindset with a focus on continuous improvement.
• High level of professionalism and integrity when handling operational information.
• Adaptable and comfortable working in a dynamic, evolving business environment.

What We Offer

• Hybrid work setup: 3 days remote, 2 days in-office
• Flexible working hours*
• What’s Up Wednesdays: Early close of business at 1 PM (local time)
• Annual leave accrued yearly*
• Bir