SBC Operations Manager (Night Shift)

Mettler Toledo; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading multinational corporation is seeking a seasoned professional to lead and manage its shared services operations, focusing on continuous improvement and employee development. Responsibilities include designing service visions, setting KPIs, and overseeing various processes while mentoring team leaders. Desired qualifications include a minimum of 7 years in people management and SAP experience. The role offers competitive benefits, including a contractual bonus and comprehensive medical coverage.

Benefits

1.5 months contractual bonus

MNC exposure

Medical and Dental benefits

Qualifications

• Minimum 7 years of people management experience with a sizeable team.
• 2-3 years SAP order processing experience.
• Finance or SCM understanding will be a merit.

Responsibilities

• Design and deliver the shared services vision.
• Lead change and support employee development.
• Ensure SBC organisation meets key business stakeholder needs.
• Monitor daily performance of team leaders.
• Engage in mentoring team leaders and executives.

Skills

Leadership and managerial capabilities

Collaboration and communication skills

Fluency in English

Fluency in Mandarin

Problem solving skills

Tools

SAP

Job description

Lead and manage the shared services vision and operations, driving continuous improvement and supporting employee development. Collaborate with team leaders to set and achieve KPIs, oversee processes, and assist with strategic projects alongside senior management.

Responsibilities

1. Designing and delivering the shared services vision

   Responsible for designing and delivering the shared services organization’s vision.

   Identify trends and assess opportunities to improve processes and execution.

2. Leading change and people

   Continuously discovering and providing small but meaningful opportunities and experiences for employees to develop their own capabilities.

   Encourage and motivate employees to explore challenges and make it a success; give recognition for successes achieved.

   Provide coaching, direction, and support - not only when people request actual support, but also when they are reserved and unaware of what the challenges are.

3. Driving continuous improvement

   Ensuring that the SBC organisation consistently meets the needs of the key business stakeholders.

   Ongoing focus on providing improved capabilities that contribute to better business operations, KPI attainment and outcomes.

4. Oversee operational systems, processes, and infrastructure while looking for opportunities for improvement.

5. Work with the Shared Business Center (SBC) team leaders to help set and meet daily and quarterly goals/KPIs.

6. Works closely with Head of SBC on other special planning and departmental projects.

Specific roles

• Accountable to meet Service Level (e.g.; SLA) and Customer Satisfaction targets (e.g.; CS index).
• Monitoring daily performance of team leaders and executives to ensure KPIs are met.
• Prompt problem solving to minimize aging transactions and customer disputes.
• Proactively interface with unit key users to facilitate seamless transaction processing.
• Monitor team performance and service quality; identify performance gaps so as to deliver effective coaching and training.
• Develop initiatives aligned with company direction and lead change management efforts of the team.
• Act as a mentor for team leaders and senior executive who work in different process areas.
• Engage SBC MY leadership faculty to support and contribute towards SBC MYorganization development initiatives.
• Participate in peer coaching activities in collaboration with DBS or Unit Key Users to better understand each stakeholders’ unique requirements and needs.
• Work closely with management team to ensure all operational, administrative, and compliance functions within the SBC MYorganization are being properly executed in accordance with regulatory-based best practices.
• Identify developing trends and assess opportunities to improve processes and execution.
• Conduct reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.
• Ensure seamless business execution, reinforce positive morale, and uphold company values.
• Conduct interviews and collaborate with onboarding team to ensure a seamless integration experience for the candidate.
• Raise and track issues and conflicts, resolve issues of medium complexity involving stakeholders and promptly elevate to appropriate levels when required.

Desired outcomes

• A focus on delivery and results based on set KPIs.
• Relationship, collaboration, and communication skills.
• Strong leadership and managerial capabilities.
• The ability to drive change, including influencing skills.
• The desire to improve performance, services, and outcomes.

Qualifications

• Minimum 7 years of people management experience with a sizeable team.
• Fluency in English. Fluency in Mandarin will be an added advantage.
• 2-3 years SAP order processing experience.
• Finance or SCM understanding will be a merit.

Our Offer to You

• 1.5 months contractual bonus
• MNC exposure
• Medical and Dental benefits

Equal Opportunity Employment

We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here : www.mt.com.