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GlobalCore Senior Manager / Manager - Contact Centre Digital Transformation

Date:  07-Aug-2022
Service Line / Portfolios: 

Kuala Lumpur, MY

Title: GlobalCore Senior Manager / Manager - Contact Centre Digital Transformation

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

Work you’ll do

Work with Global Contact Center leader and CoRe/Global technology leaders in implementing the future state vision across Service Desks in the AP region


  • Accountability for the overall AP Roadmap and associated targets
  • Accountability for the development of all new deployment plans in AP, including tracking of milestones and business performance indicators
  • Management of roll-out of transformation initiatives across service desks in the region (including but not limited to, implementation of self-service technology and automation and enhancement of knowledge management platforms)
  • Development of country-specific requirements for transformation activities, in partnership with central GCC and Technology teams
  • Ownership of schedule and scope of all active Global Contact Center projects related to deployment of new service desks and enhancements across region
  • Support the management of costs and driving process excellence across service desks
  • Support relationship management / client service leaders in managing customer expectations for delivery, and implement effective project governance
  • Development of change management plans associated with new deployments and enhancements


Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Associates / Analysts / Consultants across our Firm are expected to:

  • Understand the expectations set and demonstrates personal accountability for keeping own performance on track.
  • Understand how our daily work contributes to the priorities of the team and the business.
  • Demonstrate strong commitment to personal learning and development.
  • Actively focus on developing effective communication and relationship-building skills, with stakeholders, clients and team.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.



  • Graduate degree with at least 10 years of large-scale project management experience
  • Significant experience in technology and operational management, including in Contact Centers or similar Business service organizations
  • Experience of delivering a broad range of services in a Global environment and a strong understanding of Business practices across the APAC region
  • Ability to work in a matrixed organization with multiple stakeholder groups.
  • High business acumen & understanding of working with a Professional services firm and in a global environment
  • Creativity, innovation, and forward thinking to generate innovative ideas turning them into improvement opportunities while engaging key stakeholders on the ideas.
  • Enthusiasm for driving efficiency through process simplification and promoting better customer experience
  • Effective communication and influencing skills.
  • Proven knowledge and experience of project management methodologies (such as Agile Project Management) preferred
  • Multi-lingual is desirable, with fluency in the English language a requirement

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.



Requisition ID:  85264

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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