Order Management Assistant Manager

Singtel Group; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Singtel is expanding its Shared Services Centre in Kuala Lumpur and seeks an Assistant Manager, Order Management to lead a team responsible for accurate order processing, adherence to SLAs, and continuous improvement. The role drives governance, escalation handling, and cross-functional collaboration to ensure a seamless customer experience.

The successful candidate will coach anddevelop staff, manage workload, and implement efficiency initiatives to optimise operations and service delivery.

Qualifications

• Bachelor's degree in Business, Information Technology, Telecommunications, Engineering or related discipline.
• Minimum 5 years in order management, service delivery, operations, or telecoms, with 2+ years in supervision.

Responsibilities

• Lead a team of Service Delivery Officers to meet objectives and SLAs.
• Oversee end-to-end order validation, processing, and fulfilment lifecycle.
• Manage escalations and stakeholder communications on order fulfilment issues.
• Monitor performance, drive process improvements, and report to management.

Skills

Team leadership

Stakeholder management

Process improvement

Analytics

Coaching

Communication

People development

Problem solving

Education

Bachelor's degree

Tools

CRM

Order management system

ESOM/ESOM

Job description

Assistant Manager, Order Management

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 Assistant Manager, Order Management to lead a team of Service Delivery Officers, ensuring customer orders are processed accurately, efficiently, and in compliance with service level commitments. You will drive operational excellence, manage stakeholder relationships, oversee escalations, and lead continuous improvement initiatives to enhance the customer experience.

Make an Impact

• Lead, coach, and develop a team of Service Delivery Officers to achieve operational and service delivery objectives.
• Set clear performance expectations and conduct regular coaching, feedback, and performance reviews.
• Manage workforce planning, workload distribution, leave scheduling, and resource allocation to optimise team productivity.
• Identify learning and development opportunities to strengthen team capability and support career growth.
• Foster a collaborative, customer‑focused, and continuous improvement culture.

2. Order Management & Service Delivery

• Oversee the end‑to‑end order validation, processing, and fulfilment lifecycle to ensure accuracy, compliance, and timely delivery.
• Ensure customer orders are processed within agreed turnaround times (TAT) and service level agreements (SLAs).
• Monitor daily operations, identify bottlenecks, and implement timely actions to maintain service performance.
• Prioritise urgent, customer‑impacting, and escalated orders to meet business commitments.
• Serve as the operational decision‑maker for complex or non‑standard order scenarios.

3. Stakeholder Management & Escalation

• Act as the primary escalation point for Sales, Service Delivery, Product, Billing, Credit Management, Procurement, and other stakeholders on order fulfilment issues.
• Collaborate across business functions to resolve operational challenges and remove delivery roadblocks.
• Provide timely updates on critical orders, escalations, and service‑impacting issues.
• Build strong working relationships to support seamless order fulfilment and an excellent customer experience.

4. Governance, Reporting & Operational Excellence

• Ensure compliance with internal policies, governance requirements, operational procedures, and audit controls.
• Conduct regular quality reviews to improve processing accuracy and operational consistency.
• Monitor team productivity, order volumes, backlog, processing accuracy, and SLA performance.
• Prepare and present operational reports, dashboards, and performance updates to management.
• Drive corrective and preventive actions to address recurring operational issues.
• Identify opportunities to streamline workflows, improve productivity, and enhance customer experience.
• Lead process improvement initiatives, automation projects, and system enhancement activities.
• Collaborate with business stakeholders and system owners to redesign processes and standardise best practices.
• Support strategic initiatives and other responsibilities assigned by management.

Skills for Success

• Bachelor's Degree in Business, Information Technology, Telecommunications, Engineering, Supply Chain, or a related discipline.
• Minimum 5 years of experience in order management, service delivery, operations, or telecommunications, including at least 2 years in a supervisory or team leadership role.
• Experience leading operational teams, managing customer order fulfilment, service delivery, stakeholder escalations, and continuous improvement initiatives.
• Strong understanding of order management processes, service delivery operations, governance, and service level management.
• Experience monitoring operational KPIs, reporting, workload planning, and performance management.
• Strong analytical and problem‑solving skills with the ability to make sound operational decisions in a fast‑paced environment.
• Excellent communication, stakeholder management, negotiation, and conflict resolution skills.
• Strong leadership, coaching, and people development capabilities.
• Experience with CRM, order management, or enterprise service management platforms (e.g., CRM, ESOM, ECOM, NGNIS, CRS, EWS, QS) is an advantage.
• Knowledge of enterprise telecommunications products and services, including Voice, Data Connectivity, Cybersecurity, and Managed Services, is an advantage.