Sales Support & Contract Operations Lead

Infosys BPM Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Infosys BPM Malaysia is seeking a capable operations lead to oversee the DCA team in Kuala Lumpur. The role focuses on delivery of complex deals, supervision of DCA agents, and robust process management, with escalation handling and UAT participation.

Ideal candidates have a business or IT background, strong English and Mandarin abilities, and experience in international environments, with excellent planning, coordination, and analytics skills to drive service levels.

Qualifications

• Degree in Business or IT or equivalent experience in operations or sales environment.

Responsibilities

• Delivery core tasks for complex and nonstandard deals and contracts.
• Directly supervise the DCA agents.
• Administration and process management.
• Conduct performance reviews of DCA agents.
• Represent DCA on defined sales calls.
• Drive operations to meet service levels.
• Manage field escalations and internal elevations.
• Manage the team capacity.
• Manage pod-level escalations and internal elevations.
• Develop knowledge of Area-specific contract requirements.
• Participate in UAT.

Skills

Fluency in English

Mandarin Proficiency

International environment

Planning & Coordination

Seller Communications

Attention to Detail

Issue Resolution

Analytics Insights

Education

Bachelor's degree in Business or IT

Job description

Infosys BPM Malaysia is seeking a capable operations lead to oversee the DCA team in Kuala Lumpur. The role focuses on delivery of complex deals, supervision of DCA agents, and robust process management, with escalation handling and UAT participation.

Ideal candidates have a business or IT background, strong English and Mandarin abilities, and experience in international environments, with excellent planning, coordination, and analytics skills to drive service levels.