Specific Roles: 

• Accountable to meet Service Level (eg; SLA) and Customer Satisfaction targets (eg; CS index). 
• Monitoring daily performance of team leaders and executives to ensure KPIs are met. 
• Prompt problem solving to minimize aging transactions and customer disputes. 
• Proactively interface with unit key users to facilitate seamless transaction processing. 
• Monitor team performance and service quality; identify performance gaps so as to deliver effective coaching and training. 
• Develop initiatives aligned with company direction and lead change management efforts of the team.  
• Act as a mentor for team leaders and senior executive who work in different process areas. 
• Engage SBC MY leadership faculty to support and contribute towards SBC MY organization development initiatives. 
• Participate in peer coaching activities in collaboration with DBS or Unit Key Users to better understand each stakeholders’ unique requirements and needs. 
• Work closely with management team to ensure all operational, administrative, and compliance functions within the SBC MY organization are being properly executed in accordance with regulatory-based best practices. 
• Identify developing trends and assess opportunities to improve processes and execution. 
• Conduct reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders. 
• Ensure seamless business execution, reinforce positive morale, and uphold company values. 
• Conduct interviews and collaborate with onboarding team to ensure a seamless integration experience for the candidate. 
• Raise and track issues and conflicts, resolve issues of medium complexity involving stakeholders and promptly escalate to appropriate levels other more pertinent issues when required. 

Desired Outcomes:

• A focus on delivery and results based on set KPIs 
• Relationship, collaboration, and communication skills. 
• Strong leadership and managerial capabilities 
• The ability to drive change, including influencing skills. 
• The desire to improve performance, services, and outcomes
• Must able to communicate in Mandarin as support Taiwan & China market

Censoft (MD Status Company), headquartered in Malaysia delivers a full spectrum of integrated Information Technology (IT) software solutions and services.