OTC Operations Senior Analyst — Performance & Delivery

Accenture Malaysia; Subang Jaya; On-site; MYR 50,000 - 90,000; Full time

Job summary

Accenture Malaysia in Subang Jaya is seeking an operations supervisor to oversee the OTC process daily, monitor performance, and ensure targets and SLAs with the client are met.

You will drive client satisfaction at both management and end-user levels, manage Change Requests, build team succession, deliver a holistic view of service delivery, and act as a clear escalation path for service issues.

Qualifications

• Operational leadership experience in a BPO/OSS setting.
• Strong ability to monitor service levels and meet SLA targets.
• Excellent communication and stakeholder management skills.

Responsibilities

• Supervise the daily operation on OTC process.
• Manage daily operational performance and meet client SLAs.
• Aim for high client satisfaction across management and end-users.
• Facilitate the Change Request (CR) process and drive timely approvals.
• Build team succession and ensure effective teamwork.
• Provide a holistic view of service delivery to the client.
• Serve as a clear escalation point for service-related issues.

Job description

Accenture Malaysia in Subang Jaya is seeking an operations supervisor to oversee the OTC process daily, monitor performance, and ensure targets and SLAs with the client are met.

You will drive client satisfaction at both management and end-user levels, manage Change Requests, build team succession, deliver a holistic view of service delivery, and act as a clear escalation path for service issues.