Senior Executive Service Operation

Overview

The Senior Executive, Service Operations is responsible for supporting operational efficiency, driving service performance improvements, and enhancing customer satisfaction across all branches nationwide. This role involves data analysis, cross-functional collaboration, and direct support for Voice of Customer (VOC) management and service operations initiatives.

Key Responsibilities

1. Data Analysis & Strategic Planning

• Collect, analyze, and interpret operational and service performance data to identify trends, gaps, and improvement opportunities.
• Prepare reports and dashboards to support decision-making and performance monitoring.
• Provide insights and recommendations to improve operational efficiency and overall customer experience.

1. Cross-Functional Project Collaboration

• Work closely with internal departments (e.g., Service, Operations, IT, Sales) to support project planning and execution.
• Support project tracking, coordination, and issue resolution to ensure timely delivery.
• Participate in process improvement activities to enhance workflow and service quality.

1. Customer VOC (Voice of Customer) Handling & Technical Issue Support

• Analyze VOC feedback related to technical or service issues to identify root causes.
• Collaborate with relevant teams to propose corrective and preventive actions.
• Ensure timely closure of VOC cases and improve customer journey and service experience.

1. Nationwide Branch Support & Communication

• Act as the communication bridge between head office and service branches to ensure alignment on service processes, standards, and KPIs.
• Provide operational updates, guidelines, and coordination support to all branches.
• Assist branches in resolving escalated cases and achieving service-related performance targets.

Requirements

• Bachelor’s degree in business administration or any related Business field (or equivalent).
• Minimum 3 years of relevant working experience in service operations, customer experience, data analysis or related fields.
• Strong analytical and problem-solving skills with the ability to work on multiple tasks simultaneously.
• Proficient in Microsoft Excel (advanced functions preferred) and Power BI.
• Strong communication and interpersonal skills, able to collaborate across teams and departments.
• Detail-oriented, proactive, and able to work independently with minimal supervision.