Order Management Lead — Service Delivery & Operations

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

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.