OTC Operations Senior Analyst - Process Excellence

Accenture; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Accenture in Malaysia is seeking a capable Operations Manager to oversee the OTC process, drive daily performance, and ensure SLA targets with clients. You will lead the team, facilitate change requests, and keep clients satisfied through proactive delivery and clear escalation paths.

The role focuses on continuous improvement, governance, and effective client communication, while supporting contractual projects and upholding Accenture policies.

Qualifications

• Degree in Accounting, Finance or related field with 3–4 years of relevant experience.
• Fresh graduates are welcome to apply.
• Fluency in English and Thai including business writing and communication.
• F&A outsourcing operation experience.
• Rich client facing experience and good communication with clients.
• High responsibility and dedication to work.
• Overtime/non-standard hours may be required.

Responsibilities

• Supervise the daily operation on OTC process.
• Manage daily operations performance and meet client SLAs.
• Achieve client satisfaction at management and end-user level.
• Facilitate the Change Request process.
• Build team succession and ensure effective delivery.
• Provide a holistic view of service delivery to the client.
• Escalate service issues clearly and drive resolutions.
• Support ad hoc contractual projects for the client.
• Initiate and own continuous improvement projects.
• Ensure compliance with Accenture policies for the unit.
• Collaborate with OE support and manage SLAs.
• Handle contractual/change management basics and client interactions.
• Solve unstructured problems and coordinate with SDL to close gaps.
• Attend MOS meetings, support cost control within budget, coach staff.
• Develop people, manage performance, nurture client relationships.
• Promote client value creation and take ownership.

Skills

English fluency

Thai fluency

Client communication

Education

Degree in Accounting/Finance

Job description

Accenture in Malaysia is seeking a capable Operations Manager to oversee the OTC process, drive daily performance, and ensure SLA targets with clients. You will lead the team, facilitate change requests, and keep clients satisfied through proactive delivery and clear escalation paths.

The role focuses on continuous improvement, governance, and effective client communication, while supporting contractual projects and upholding Accenture policies.