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Senior Manager
SPANCO SDN BHDMalaysia17 jam yang lalu
Penerangan pekerjaanTo monitor and manage overall relationship touch points with the fleet users in accordance with the Concession Agreement with the Government. To develop new and review existing CRM processes to regularly monitor overall fleet user satisfaction for both Operations and Service spectrums. To manage / analyze CRM data and translate them for continuous improvements programs to increase fleet user satisfaction. To use and share CRM data for more efficient and effective communications with fleet users. To track, review current strategies and implement new measures to improve overall fleet user satisfaction. Research and review existing processes to ensure the company's service quality is consistently ahead of the competition. To improve Voice of Customers (VOC) process from time to time. To review monthly report and share with management / SPSV (SLA breakdown, users feedback & ASC performance (VOC). Manage the Standby Vehicle Management department, ensuring the timely delivery and return of standby vehicles (courtesy cars) in accordance with the Service Level Agreement (SLA) stipulated in the CA2. Oversee the scheduling and deployment of vehicles to meet customer demands and minimize downtime. Coordinate with Standby Vehicle management executive and the supporting teams to ensure the smooth operation of the standby vehicle fleet. To monitor Standby Vehicles in good condition and the maintenance as schedule. To review all the data in monthly report is accurate and share with management. Bachelor's degree in Business Administration, Management, Operations, or a related field. At least 5–7 years of leadership experience managing teams and overseeing operational functions 7–10 years of experience in support services and operations. Strong leadership & management skills – ability to oversee teams and motivate a diverse team to achieve divisional goals. Operational efficiency – ability to streamline operations and manage resources effectively. Customer service focus – commitment to providing exceptional service and maintaining positive customer relationships Problem-solving & decision-making – ability to address operational challenges effectively. Financial & budget management – handling budgets for support services, procurement, and maintenance. Knowledge of compliance & regulations – understanding industry-specific compliance requirements. Excellent presentation skill. Willing to travel (70% out of office & 30% in office)
Job Title : Senior Manager - Support Services Division
Company Name : SPANCO Sdn. Bhd.
Division : Support Services Division
Reporting To : Chief Operating Officer (COO)
Overall
To ensure that the division's functions are in accordance with the Company's overall corporate direction and strategies, driven by the Concession Agreement with the Federal Government of Malaysia.
The division consist of :
1. Compliance Management (CM)
- To develop and implement a plan for monitoring the compliance controls on the key deliverables of the Concession Agreement with the Government.
- Ensure timely reporting and escalation of compliance matters to the Top Management for remedy measures.
- Close coordination works with Operations and Service Divisions to ensure all relevant programmes / initiatives comply with agreed Service Level Agreements.
- To arrange meeting and present to Seksyen Pengurusan Kenderaan (SPK) to finalize the penalty claim receive from Kementerian / Agencies.
- Planning and implementation of initiatives to revise existing internal processes and / or adopt new processes to comply with new Service Level Agreements.
- Monitor the implementation of new audit methods (Annual Inspection (AI), Desktop Audit (DA), Verification Audit (VA)).
- Analyze / summarize DA result and VA result. And present to the Management.
- To have full knowledge / understanding of current requirements of Concession Agreement 2 (CA2).
- Monitor delayed process in both Supply and Services. Ensure to gain information on the reason of delay particularly due to SPANCO default with complete supporting documents.
- Continuously assess if the current reporting data captured in the system is sufficient.
- Monitor any pending issues related to CA2 compliance.
- Plan and conduct special audit / investigation as and when required to ensure data are accurate as compiled.
- To attend meeting and assist Seksyen Pengurusan Kenderaan (SPK) for Vehicle Audit Program at all state.
2. Customer Relationship Management (CRM)
3. Standby Vehicle Management (SVM)
Key Competencies :
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