Operations Manager (HQ)

SERVAUTO SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

ServAuto Sdn. Bhd. in Kuala Lumpur is seeking an Operations Manager to own the combined performance of its Customer Service and Partner Management teams, unifying processes, SLAs, and reporting.

You will lead the Customer Service Operations Lead, oversee the Partner Management staff, and drive AI-enabled automation to improve efficiency and service quality. Proficiency in English and Bahasa Malaysia is valued.

Qualifications

• 3–4 years in service, support, or operations management.
• 1–2 years in a leadership role managing team leads.
• Proven accountability for SLA and satisfaction metrics across multiple teams.
• Experience managing both a customer-facing and partner/vendor-facing team.
• Hands-on experience with CRM and customer engagement platforms.

Responsibilities

• Own combined service performance across Customer Service and Partner Management—SLA attainment, resolution quality and satisfaction outcomes for both customers and partner workshops.
• Lead Customer Service through its Operations Lead, and manage the Partner Management team directly, including the Partner Support Executive and partner management staff.
• Ensure enquiries are resolved within agreed SLA across both functions, with clear ownership and escalation paths defined for every case type.
• Own end-to-end resolution where a case spans both sides—a customer issue originating in a partner workshop must not be passed back and forth between teams.
• Drive process alignment, automation and AI-enabled solutionsacross customer-facing and partner-facing teams, removing duplicated handling and manual steps.
• Identify, develop and implement practical AI solutions, workflows or AI agents to automate repetitive tasks, improve team productivity and enhance day-to-day operational efficiency.
• Own combined HQ support reporting to the Head of COO Office—service levels, case volumes, escalation rates and partner responsiveness in a single view.
• Develop the leadership bench across both teams—coach the Customer Service Operations Lead and build capability and cover within the partner management team.
• Partner with Commercial, Marketing and Branch Operations on campaigns and launches, ensuring both teams are briefed and resourced before go-live.

Skills

Leadership experience

SLA management

Analytical and reporting skills

Cross-functional collaboration

Customer service operations

Education

Bachelor's degree in Business Administration or Operations Management or related discipline

Tools

CRM platforms

Customer engagement platforms

Workflow automation tools

Job description

The Operations Manager owns the combined performance of ServAuto's customer-facing and partner-facing support functions. The role brings Customer Service and Partner Management under a single accountability, so that a case involving both a customer and a partner workshop has one owner from first contact through to resolution — and so both teams work to one standard, one process and one set of numbers.

Key responsibilities

Own combined service performance across Customer Service and Partner Management — SLA attainment, resolution quality and satisfaction outcomes for both customers and partner workshops.

Lead Customer Service through its Operations Lead, and manage the Partner Management team directly, including the Partner Support Executive and partner management staff.

Ensure enquiries are resolved within agreed SLA across both functions, with clear ownership and escalation paths defined for every case type.

Own end-to-end resolution where a case spans both sides — a customer issue originating in a partner workshop must not be passed back and forth between teams.

Drive process alignment, automation and AI-enabled solutionsacross customer-facing and partner-facing teams, removing duplicated handling and manual steps.

Identify, develop and implement practical AI solutions, workflows or AI agents to automate repetitive tasks, improve team productivity and enhance day-to-day operational efficiency.

Own combined HQ support reporting to the Head of COO Office — service levels, case volumes, escalation rates and partner responsiveness in a single view.

Develop the leadership bench across both teams — coach the Customer Service Operations Lead and build capability and cover within the partner management team.

Partner with Commercial, Marketing and Branch Operations on campaigns and launches, ensuring both teams are briefed and resourced before go-live.

About you

Bachelor's degree in Business Administration, Operations Management or a related discipline; equivalent practical experience will be considered.

Minimum 3 to 4 years' experience in service, support or operations management, including at least 1-2 years in a leadership role managing team leads.

Demonstrated accountability for SLA and satisfaction metrics across more than one team or function.

Experience managing both a customer-facing team and a partner, dealer, franchise or vendor-facing team.

Hands-on experience with CRM and customer engagement platforms.

Proven track record in process design, SOP development and workflow automation across team boundaries.

Strong analytical and reporting capability — able to build a combined performance view and drive action from it.

Experience owning escalations that cross organisational boundaries through to resolution.

Professional working proficiency in English and Bahasa Malaysia, written and spoken.

Experience in automotive aftersales, e-commerce or multi-outlet retail services is advantageous.