Service Assurance (Analyst)

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Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

Ensures that operational governance for Enterprise Customer Service & Operations is efficiently and effectively managed which allows an organization to maintain operational compliance. Oversees a reliable and transparent operational governance function across servicing that meets the required SLA’s, KPIs, NPS and operational performance standards. This role is responsible for building a positive culture of compliance to make the right decisions and take action that makes a difference for our customers & stakeholders through improvement initiatives and processes.

What you'll be accountable for?

• Define metrics that accurately measure the effectiveness of the customer's journey post servicing with product owners, segment heads and other stakeholders.
• Monitor data and extract insights and trends related to customer behavior, performances and areas for improvement in the customer journey, and provide actionable recommendations.
• Dashboard & Reporting: Develop and maintain dashboards for each segment market, products and internal team performance for key metrics reporting, trends, and actionable insights that help decision making.
• Ensure data accuracy and integrity while documenting all information in SharePoint for governance and backtracking.
• Provide guidance to the team that performs RCAs to identify reasons for fluctuations against trends and KPIs.
• Orchestrate and coordinate weekly/monthly meetings with segment heads, network operations team, ISD (internal IT dept), contact center and relevant stakeholders for mission engagement and follow through on pending/open initiatives and SIP (Service Improvement Plans); to ideate multi-faceted solutions that could include product enhancement, operational process improvement, etc.
• Handling of ad-hoc complex issues which may require intervention to coordinate with relevant stakeholders to drive faster solutions for customers.

What do you need to have for this role?

• Bachelor's degree or above.
• Experience working in a heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail.
• Strong analytical problem-solving skills and the ability to work with complex data sets.
• Ability to manage or create calculated metrics, segments annotations, visualization (Funnel, Flows, Line charts, etc.) according to business needs.
• Excellent collaboration, communication and presentation skills.
• Experience working on projects or initiatives across a highly matrixed organization.
• Strong practical experience with Excel, including PivotTables, Charts and Statistical functions.
• Quality certification such as Lean Six Sigma would be a plus.
• Strong customer experience mindset with excellent written and verbal communication skills.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.