OTC Operations Lead: Client Service & Process Excellence

Accenture Malaysia; Subang Jaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

Accenture Malaysia is seeking an Operations Supervisor to oversee the OTC process and daily service delivery. You will monitor performance, ensure SLA adherence with the client, and drive service satisfaction among management and end users.

You will guide Change Requests, build team succession, and provide a holistic view of operations to the client. This role requires strong coordination with multiple stakeholders and clear escalation when needed.

Responsibilities

• Supervise the daily operation on OTC process
• Daily operational performance management and meet targets including Service Level Agreements with client;
• Achieve client’s Service Satisfaction at the level of client’s management and also end-users;
• Facilitate the operational Change Request (CR) process;
• Build team succession and make it effectively;
• Provide a holistic view of service delivery to the client;
• Act as a clear escalation route to the client for servic...

Job description

Accenture Malaysia is seeking an Operations Supervisor to oversee the OTC process and daily service delivery. You will monitor performance, ensure SLA adherence with the client, and drive service satisfaction among management and end users.

You will guide Change Requests, build team succession, and provide a holistic view of operations to the client. This role requires strong coordination with multiple stakeholders and clear escalation when needed.