Function Lead – Claims, Helpdesk, and Travel Desk Operations
Kuala Lumpur
Tetap
Sepenuh masa
1 bulan lepas
We are looking for a highly motivated and experienced Manager to lead and manage three critical teams-Claims, Helpdesk, and Travel Desk-comprising a total of 24 team members. The successful candidate will play a pivotal role in ensuring seamless operations, managing stakeholder expectations, addressing urgent issues, and driving continuous improvement across the teams. This leadership position requires a strong focus on team dynamics, process optimization, and customer satisfaction. Key Responsibilities: Team Leadership & Management: Lead and oversee three teams: Claims, Helpdesk, and Travel Desk, ensuring smooth and efficient operations. Foster a collaborative and high-performance culture across all teams. Provide guidance, mentorship, and professional development opportunities for team members. Conduct regular performance reviews and one-on-one meetings to assess team progress and growth. Ensure the timely and accurate resolution of issues raised by team members and provide solutions to any challenges they face. Stakeholder Management: Act as the primary point of contact for all internal and external stakeholders. Manage expectations and effectively communicate with stakeholders regarding team performance, ticket statuses, and any challenges. Establish and maintain strong relationships with key stakeholders to facilitate smooth workflows and quick resolution of escalations. Provide regular reports and updates to senior management on key metrics and team performance. Ticket Management & Urgency Handling: Oversee the management of all incoming tickets and service requests to ensure they are handled within agreed Service Level Agreements (SLAs). Prioritize high-urgency tickets, ensuring prompt resolution and minimal impact on the business. Collaborate with team leads to identify potential bottlenecks and streamline ticket handling processes. Continuous Improvement & Process Optimization: Lead efforts to identify areas for process improvement within Claims, Helpdesk, and Travel Desk operations. Drive continuous improvement initiatives aimed at enhancing team efficiency, service quality, and customer satisfaction. Analyze performance data to identify trends and implement corrective actions as necessary. Develop and implement best practices for all teams, ensuring consistency in operations. Reporting & Analytics: Provide regular performance reports to management on team KPIs, ticket resolution times, and overall efficiency. Monitor team workload and performance metrics to identify resource needs and potential gaps. Analyze root causes of issues and proactively propose solutions to prevent recurrence. Cross-Functional Collaboration: Work closely with other departments to ensure that inter-team communication and collaboration are seamless. Coordinate with HR, IT, and other relevant teams to ensure the necessary resources and tools are available for team success. Actively participate in cross-departmental projects and initiatives that align with company goals. Qualifications: Experience: Minimum of 10+ years of experience in operations or service management roles, with at least 5 years in a leadership/managerial capacity. Experience managing teams across multiple functions, preferably Claims, Helpdesk, or Travel Desk. Proven track record of managing stakeholder relationships and delivering results in fast-paced environments. Skills & Competencies: Strong leadership and team management skills, with the ability to inspire and motivate teams. Excellent communication and interpersonal skills, with the ability to interact with various stakeholders at all levels. Exceptional problem-solving skills, with a focus on delivering solutions under pressure. Ability to prioritize tasks, handle multiple projects simultaneously, and maintain focus on critical deadlines. In-depth understanding of service management frameworks (e.g., ITIL) and experience in ticket management systems. Strong analytical skills, with the ability to identify trends, metrics, and areas for improvement. Education: Bachelor's degree in Business Administration, Operations Management, or a related field. A Master's degree is a plus. Technical Proficiency: Proficiency with service management software (e.g., Zendesk, ServiceNow or Nexus) and Microsoft Office Suite (Excel, PowerPoint, Word). Familiarity with tools used in Claims, Helpdesk, and Travel Desk operations is a plus. Key Attributes: Strong leadership and team-building capabilities. High level of adaptability and ability to work in dynamic environments. Excellent decision-making skills and ability to manage high-pressure situations. A keen eye for detail and a focus on continuous improvement. Proven ability to handle large teams and complex operational processes. Show more Show less