Order Management Lead – Team & Process Excellence

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

Job summary

Singtel KL (Sudong MY Sdn Bhd) invites applications for the role of Assistant Manager, Order Management to lead a team of Service Delivery Officers, ensuring orders are processed accurately and in line with SLAs. You will drive operational excellence and stakeholder relations.

Responsibilities include end-to-end order lifecycle, governance, KPIs, and continuous improvement initiatives to enhance customer experience in a dynamic Shared Services Centre in Kuala Lumpur.

Qualifications

• Bachelor’s degree in Business, IT, Telecommunications, Engineering, Supply Chain or related field.
• At least 5 years in order management, service delivery, operations, or telecommunications, with 2+ years in a supervisory role.
• Experience leading operational teams, stakeholder escalations, and continuous improvement initiatives.
• Strong knowledge of order management, governance, and SLA management.
• Experience tracking KPIs, reporting, workload planning, and performance management.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Experience with CRM or enterprise service platforms is an advantage.

Responsibilities

• Lead a team of Service Delivery Officers to meet service delivery objectives.
• Oversee end-to-end order validation, processing, and fulfilment to meet SLAs.
• Monitor operations, identify bottlenecks, and sustain service performance.
• Prioritise urgent orders and manage escalations for timely resolution.
• Act as escalation point for Sales, Product, Billing, Procurement and others.
• Ensure compliance with policies, governance, and audit controls.
• Drive improvements through process redesign, automation, and standardisation.

Skills

Team leadership

Order management

Stakeholder management

Governance & compliance

Process improvement

People development

Analytical thinking

Communication & negotiation

Education

Bachelor's degree in Business, IT, Telecom, Engineering, or Supply Chain

Job description

Singtel KL (Sudong MY Sdn Bhd) invites applications for the role of Assistant Manager, Order Management to lead a team of Service Delivery Officers, ensuring orders are processed accurately and in line with SLAs. You will drive operational excellence and stakeholder relations.

Responsibilities include end-to-end order lifecycle, governance, KPIs, and continuous improvement initiatives to enhance customer experience in a dynamic Shared Services Centre in Kuala Lumpur.