Head of CX Operations

Head of CX Operations

Date: 16 Apr 2025

Employment Type: Contract

Role Summary

In this role at CelcomDigi, you will be responsible to lead, manage and optimize the daily operations of all Customer Experience – Customer Support channels, providing strategic goals, maximizing operational efficiency and productivity, analysing processes and implementing innovation for efficiency improvements, and ensuring compliance to all policies and regulatory requirements. You will lead channels of operations, including but not limited to: Contact Centre, Billings & Collections, and Outbound Telesales. You are responsible to ensure all operational scorecards are met for all qualitative and quantitative KPIs and all channels are running at the most optimum cost structure. You are also expected to continuously identify opportunities to optimize operations, including introducing innovative solutions and automation, and aligning all customer support channels to deliver consistent, seamless and reliable results. You must establish a clear and timely reporting framework of operational performance to stakeholders and work closely with all relevant stakeholders to ensure all goals and objectives are met.

Responsibilities

• You must be a firm believer, practitioner and advocate of delivering the ideal ‘Moment of Truth’ aligned to our Customer Experience strategy and objectives, focusing on inculcating a ‘customer-centricity’ mindset across all operations teams and to the wider organization.
• You set the strategic direction and goals for operations in achieving the CX strategy through maximizing efficiency, elevated quality, increased productivity and enriched service delivery, in the most cost-effective manner.
• You are responsible to develop, implement, and monitor day-to-day operational efficiency and productivity, to provide visibility and assurance of stability of operations aligned to the organisation’s corporate goals and CX strategies.
• You will ensure all operational teams across the different channels are aligned and well-coordinated, in delivering consistent, seamless and meaningful service levels, standards and experience for every interaction with customers.
• You must develop key performance metrics which are essential in providing assurance of the health and stability of operations, prepare performance reports in form and manner most suited for different groups of stakeholders, and ensure sharing of the performance reports on a timely basis, committed to accuracy and precision of the data reported.
• You are required to plan, monitor, and analyse key metrics for day-to-day operations to ensure meeting of scorecards and KPIs established, and full compliance to SOPs and regulatory requirements.
• You will monitor and manage the financial and budgetary plans and utilization, analyse current operational processes and performance, recommending solutions for improvement where necessary.
• You will have outbound sales targets to meet, ensuring compliance to the required standards and managing of incentives of internal and 3rd party workforce.
• As part of continuous improvements, you will be required to strategise and lead the introduction of innovative solutions and automation in elevating the performance of all customer interaction touchpoints.
• You work with other key decision makers to set strategic goals for operational efficiency and productivity through extensive process analysis and interdepartmental collaborations.
• You will need to trouble-shoot and make the needed decisions on any operational issues and challenges to ensure the operations performance is stable and consistent.
• You will develop the Business Continuity Plan (BCP) and Crisis Management Plan (CMP) for each operations area, maintain the recency of the plans, ensure the teams are always updated, informed and aware of the plans and their respective roles.
• You need to know the best practices at all times and even new development or innovations, both locally and globally, within the industry and even beyond, to obtain the learnings and explore how we could integrate/ adopt these best practices into our environment to continuously improve our operational efficiency and cost effectiveness.
• You must be agile and quick to adapt/ refine the strategies and key operational levers as and when required to ensure the delivery of the CX outcomes and goals.

Requirements

• You have the experience of leading and managing large-scale operations covering an ecosystem of customer-facing channels, for a large consumer business.
• You have achieved notable successes in the space of CX, depicting leading teams managing customers interactions with actual proven improvements of Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) and Voice of Customer (VOC) and other key performance metrics of customer-facing channels.
• Proven performance in managing inbound and outbound contact centre with high volumes, in addition to integrating with all other channels of customer interaction within a robust ecosystem, ensuring compliance to regulatory and legal requirements.
• Proven ability to introduce new innovation ideas/ solutions to elevate the service and/ or automation to improve processes as part of continuous improvement.
• Exceptional critical thinking skills and analytical ability to decipher data sets to identify action items for operational improvements.
• You have demonstrated strong leadership skills in managing a large team, and managing external partners/ vendors, and aligning to the departmental and organization’s vision and goals.
• Strong appreciation and in-depth understanding of data, with the ability to land on valid deductions and actionable strategies and initiatives.
• Demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to people of all levels within the organization.
• Leading and influencing team members towards achievement of common goals and objectives, whilst obtaining stakeholders buy-in and commitment.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, your work has the power to shape the future. As Malaysia’s leading Telco-Tech company, we are driving the nation’s digital transformation with 5G and AI, impacting over 20 million customers, enabling businesses to thrive, connecting communities, and advancing the nation.

Aligned with our employer value proposition “Grow with Purpose. Build with Trust.”, you will have the opportunity to innovate responsibly, creating products and services that advance society. Together, we are building Malaysia’s most trusted and responsible brand.

We look forward to advancing and inspiring Malaysia together with you #WeAreCelcomDigi

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.