Process Governance & Service Excellence Lead

CelcomDigi; Petaling Jaya; On-site; MYR 70,000 - 120,000; Full time

Job summary

CelcomDigi is seeking a Service Excellence & Governance Specialist in Malaysia to govern and continuously improve CX processes, agent guides, and knowledge materials. You will bridge Business Owners, Operations, Tech, and Vendors to ensure readiness when new products or changes roll out, maintaining accuracy and compliance across the function.

The role emphasizes governance audits, process design, and knowledge validation to minimize frontline impact and sustain customer excellence.

Qualifications

• Minimum 3–5 years in contact centre/ CX operations or process excellence.
• Experience reviewing and improving operational processes and SOPs.
• Experience documenting agent guides and knowledge materials.
• Track record with cross-functional stakeholders (Business, IT, Product, Operations).

Responsibilities

• Govern and maintain end-to-end CX operational processes and documentation.
• Review processes to identify gaps, risks and improvement opportunities.
• Translate business requirements into frontline procedures.
• Govern agent guides, procedures and knowledge articles.
• Assess operational impact of new products and changes.
• Identify risks and coordinate readiness before implementation.
• Conduct periodic process governance audits and track corrective actions.
• Validate product knowledge and frontline guidance.

Skills

Process mapping

Root Cause Analysis

Data analysis

Stakeholder management

SOP documentation

Knowledge management

Communication

Tools

Visio

Confluence

SharePoint

Excel

PowerPoint

Job description

CelcomDigi is seeking a Service Excellence & Governance Specialist in Malaysia to govern and continuously improve CX processes, agent guides, and knowledge materials. You will bridge Business Owners, Operations, Tech, and Vendors to ensure readiness when new products or changes roll out, maintaining accuracy and compliance across the function.

The role emphasizes governance audits, process design, and knowledge validation to minimize frontline impact and sustain customer excellence.