VCC Delivery Manager, Senior Manager

HFG Insurance Recruitment; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

The VCC Delivery Manager role focuses on delivering robust service management across the VCC, with governance, performance reporting, and delivery discipline. You will drive coordination of governance activities, track performance and issues, and ensure processes are consistently applied across teams.

Working with Finance Operations, Procurement Operations, R2R, and other leads, you will provide clear visibility of risks, actions, and outcomes, and support effective governance and delivery

Qualifications

• Bachelor's degree in Finance, Accounting, or related field.
• Experience in shared services, GBS, captive centres, BPO delivery management.
• Strong knowledge of service management, SLAs, KPIs, governance forums, reporting packs, escalation processes, and dashboards.

Responsibilities

• Delivery Management: develop and manage integrated VCC implementation and transition plans; track milestones and risks; coordinate cross-functional activities; maintain RAID logs; prepare status reports; ensure scope/timelines/budgets/quality.
• Service Management & Governance: support framework implementation; establish consistent performance reporting; facilitate governance forums; ensure issues are visible and managed.
• Performance Oversight & Delivery Discipline: monitor service performance across functions; identify trends and risks; ensure SLAs/OLAs and escalation processes are applied; track actions to closure.

Skills

Governance

Reporting

Stakeholder management

Delivery management

Risk management

Problem-solving

Education

Bachelor's degree in Finance/Accounting

Tools

Excel

Power BI

Job description

The VCC Delivery Manager is responsible for ensuring effective service management, governance, performance reporting, and delivery discipline across the VCC.

The role will coordinate governance activities, oversee service performance reporting, manage issues and escalations, and ensure that agreed service management processes are consistently applied.

Working closely with the VCC Delivery Management Lead, Finance Operations, Procurement Operations, Record-to-Report (R2R) Lead, Engagement Manager, and functional tower leads, the role will provide clear visibility of service performance, risks, issues, and action plans while supporting effective operational governance and service delivery outcomes.

Key Responsibilities:

Delivery Management

• Develop and manage integrated VCC implementation and transition plans across all delivery waves and LBUs.
• Track project milestones, dependencies, critical paths, risks, issues, and key decisions.
• Coordinate activities across Business, HR, Finance, Procurement, IT, Facilities, and Operations teams.
• Maintain project RAID (Risks, Assumptions, Issues, and Dependencies) logs and drive timely resolution.
• Prepare project status reports and executive updates for leadership and governance forums.
• Ensure delivery remains aligned with agreed scope, timelines, budgets, and quality objectives.

Service Management & Governance

• Support the implementation and day-to-day operation of the VCC service management framework, governance cadence, SLA/KPI reporting processes, and escalation mechanisms.
• Establish consistent performance reporting across service towers, including dashboards, service reviews, issue logs, action trackers, and operational reporting packs.
• Facilitate operational, tactical, and management governance forums to ensure service issues, risks, decisions, and actions are clearly visible and actively managed.

Performance Oversight & Delivery Discipline

• Monitor service performance across Procurement Operations, Finance Operations, and Record-to-Report, while functional delivery ownership remains with the respective Finance Operations, Procurement Operations, and R2R Lead.
• Identify service performance trends, cross-service risks, recurring issues, and opportunities for improvement.
• Ensure consistent application of SLAs, OLAs, KPIs, quality standards, issue categorisation, root cause analysis, and remediation tracking.
• Maintain the escalation framework and ensure escalations are appropriately routed, prioritised, resolved, and communicated.
• Track operational risks, service dependencies, service readiness actions, and stabilisation activities throughout transition and BAU operations.
• Monitor action items through to completion and ensure agreed timelines are met.

Requirements:

• Bachelor's degree in Finance, Accounting, or a related discipline.
• Experience in shared services, Global Business Services (GBS), captive centres, service management, or BPO delivery management environments.
• Strong knowledge of service management disciplines, SLA/KPI frameworks, governance forums, reporting packs, escalation processes, and performance dashboards.
• Good understanding of Finance Operations, Procurement Operations, and Record-to-Report (R2R) processes, with the ability to interpret performance trends and service risks.
• Strong facilitation, stakeholder management, reporting, analytical, and problem-solving skills.
• Experience in transition, stabilisation, operational governance, and continuous improvement environments would be an advantage.

Additional Requirements

• Demonstrate a strong service delivery mindset and commitment to stakeholder outcomes.
• Maintain clear documentation, up-to-date SOPs, and effective knowledge management practices.
• Embed strong risk, control, compliance, and audit-readiness disciplines into day-to-day operations.
• Collaborate effectively across different geographies, time zones, and functional teams.
• Drive continuous improvement, standardisation, automation opportunities, and process simplification.
• Build team capability through coaching, training, cross-skilling, and succession planning.

Key Performance Indicators

• Governance Cadence Adherence: Ensure agreed daily, weekly, and monthly service management forums are conducted as planned.
• SLA Reporting Timeliness: Ensure performance reports and dashboards are delivered within agreed timelines.
• Escalation Process Effectiveness: Ensure escalations are logged, assigned, tracked, and closed in accordance with agreed protocols.
• Action Closure Rate: Ensure service review actions are completed within agreed due dates.
• Service Risk Visibility: Ensure critical service risks, dependencies, and issues are captured and reviewed through governance forums.
• Stakeholder Confidence in Reporting: Maintain positive stakeholder feedback on the usefulness and accuracy of service reporting.
• Transition Stabilisation Tracking: Ensure hypercare and stabilisation actions are tracked through to closure.

Expected Outcomes

• Establish a clear and consistent service management rhythm across all towers and functions.
• Ensure performance, risks, issues, escalations, and decisions are visible through reliable governance and reporting.
• Ensure escalations are managed consistently with clear ownership and timely resolution.
• Support and complement, rather than duplicate, the functional delivery ownership of the Finance Operations, Procurement Operations, and R2R Lead.