VCC Service Delivery Lead: Governance & Performance

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 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