Service Excellence Assistant Manager

Aspiro Sdn Bhd; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Flexi wellness allowance

Vibrant office environment

Performance-based bonus and allowances

Job summary

Aspiro Sdn Bhd is seeking an experienced service management professional to oversee performance, define SLAs and KPIs, and provide data-driven insights. You will build dashboards, prepare monthly and quarterly updates, and present results to HR or IT stakeholders in Mandarin or English.

The role requires collaboration with delivery teams to drive improvements and manage workload and capacity. Strong Excel, Power BI and PowerPoint skills are essential, along with fluency in Mandarin and English.

Qualifications

• 6+ years of relevant experience in service management, service performance, operations, or project or account management.
• Working knowledge of HR services such as payroll, benefits and employee lifecycle, or IT services such as service desk, incident and change management, or application and infrastructure support.
• Strong Excel, Power BI and PowerPoint skills, with the ability to explain data clearly to senior stakeholders.
• Proficiency in spoken and written Mandarin and English.

Responsibilities

• Manage service performance for HR or IT: Define and track SLAs and KPIs, flag risks early and raise issues when targets are at risk.
• Investigate missed targets: Identify causes, agree on corrective actions with delivery teams and close actions.
• Build dashboards and performance reports using Excel and Power BI for monthly/quarterly updates.
• Lead service reviews: Present results, risks and improvement plans to function leads and senior stakeholders in Mandarin or English.

Skills

Service management

Performance management

Operations

Project management

Account management

Tools

Excel

Power BI

PowerPoint

Job description

What Will You Do?

• Manage service performance for HR or IT: Define and track service level agreements (SLAs) and KPIs. Flag risks early and raise issues when service targets are at risk.
• Investigate missed targets: Identify what caused the issue, agree on corrective actions with delivery teams and follow through until those actions are closed.
• Build dashboards and performance reports: Use Excel and Power BI to track results and prepare monthly and quarterly updates that explain what changed, why it matters and what needs attention.
• Lead service reviews: Present results, risks and improvement plans to function leads and senior HR or IT stakeholders in Mandarin or English. Agree on next steps and track progress.
• Analyse workload and capacity: Look at service volumes, productivity and costs to identify bottlenecks and help teams plan for changes in demand.
• Drive service improvements: Work with delivery teams to improve turnaround time, service quality and customer satisfaction.

What you’ll bring

• 6+ years of relevant experience in service management, service performance, operations, or project or account management.
• Working knowledge of either HR services such as payroll, benefits and employee lifecycle, or IT services such as service desk, incident and change management, or application and infrastructure support.
• Strong Excel, Power BI and PowerPoint skills, with the ability to explain data clearly to senior stakeholders.
• Proficiency in spoken and written Mandarin and English.

Why Aspiro?

• Perks: Flexi wellness allowance, vibrant office environment and more!
• Feel Comfortable: Enjoy the flexibility of smart-casual attire.
• Comprehensive Support: EPF, SOCSO, EIS and ongoing training to help you succeed.
• Compensation package inclusive performance base bonus, incentive and allowance