Service Delivery, Senior Manager (BPO)

PERSOL; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading company in the BPO industry is seeking an experienced leader to drive business growth and manage client relationships effectively. You will oversee talent development, enhance employee engagement, and ensure compliance with policies while fostering a culture of improvement. The right candidate will have a Bachelor’s degree, extensive experience in the BPO sector, and proficiency in Microsoft Office. Join us to steer impactful initiatives in a dynamic environment.

Qualifications

• Minimum 5 years of working experience in the BPO industry; experience in insurance-related BPO is an advantage.
• Minimum 3 years of team management and leadership experience.

Responsibilities

• Identify and drive business growth opportunities to expand service offerings.
• Guide and support Supervisors/Managers to pursue business expansion initiatives.
• Lead the introduction and transition of new products or service solutions.
• Build and maintain strong client relationships and support the resolution of key client issues.
• Provide guidance on team-level engagement activities.

Skills

Business growth identification

Client relationship management

Talent management

Employee engagement

Performance management

Education

Bachelor’s degree or above

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

• Identify and drive business growth opportunities to expand service offerings.
• Guide and support Supervisors/Managers to pursue business expansion initiatives.
• Lead the introduction and transition of new products or service solutions.

Client Relationship Management

• Review and approve annual client growth and account management plans from Supervisors/Managers.
• Provide coaching to ensure effective execution of account strategies.
• Build and maintain strong client relationships and support the resolution of key client issues.
• Oversee departmental reporting, analyze performance metrics, and communicate insights as needed.

New Client Onboarding

• Approve and manage onboarding plans for new clients and ensure resource allocation.
• Support Supervisors/Managers in building and strengthening operational teams to serve new clients effectively.

2. Talent Management

Talent Development

• Coach and support Supervisors/Managers, high-potential employees, and key talents in developing and executing Individual Development Plans.
• Develop a departmental talent pipeline and propose promotion plans for Supervisors/Managers and key talents.
• Review, approve, and guide execution of promotion plans for individual contributor levels.

Performance Management

• Guide Supervisors/Managers in setting performance goals for individual contributors, conducting quarterly reviews, and executing final performance evaluations.
• Support planning and communication of annual performance goals, merit increases, and bonus programs.
• Conduct quarterly performance discussions with key talents, high potentials, and Supervisors/Managers.

Daily Personnel Management

• Coach Supervisors/Managers in handling special personnel cases.
• Support Supervisors/Managers with day-to-day team management needs.

Employee Engagement & Retention

• Establish annual goals for employee engagement and retention within the department.
• Lead Supervisors/Managers in developing and executing engagement and retention initiatives.
• Provide guidance on team-level engagement activities.

3. Operations Management

New Task Management

• Manage special or complex cases during the onboarding of new operational tasks or processes.

Policy & Standards Compliance

• Coach Supervisors/Managers to ensure adherence to company policies and industry-required security standards.
• Ensure that all team operations comply with organizational security guidelines and client-specific requirements.
• Promote and encourage a culture of continuous improvement and innovation within the department.
• Review and approve hiring requests and allocate resources based on business needs.
• Support and enhance the new hire onboarding experience to ensure proper integration into the team.

Departmental Operations Oversight

• Conduct regular reviews of Supervisors’/Managers’ operational performance.
• Provide coaching and guidance on resolving key operational challenges.
• Oversee execution of company policies and budget management within the department.

Requirements

• Bachelor’s degree or above
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Minimum 5 years of working experience in the BPO industry; experience in insurance-related BPO is an advantage.
• Minimum 3 years of team management and leadership experience