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GlobalCore Service Line Lead - Global Contact Center

Date:  06-May-2022
Service Line / Portfolios:  Information Technology
Location: 

Kuala Lumpur, MY

Title: Service Line (based in ) – Sr Staff (Senior Associate / Senior Consultant / Assistant Manager)

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

 

  • CoRe Contact Center Leader for Kuala Lumpur (Country Lead) and Client relationship responsibility for South East Asia Region overseeing the delivery of technical and non-technical end-user services and support by maintaining 24-hour x 7-day x 365 days a year access to technology and non-technology support. Oversee and work with managers & Sr. managers to ensure offices have and maintain a global service delivery model focused on customer service
  • Contributes to the strategic direction and vision of Global contact center and business development which includes on-boarding new member firms across the world and new lines of businesses for Contact Center support.
  • Identify, develop people Talent and lead cross border teams serving across member firms & geographies to create future leaders, build & sustain distinctive talent experience based on business objectives. This includes performance management, goal setting, professional development, coaching/mentoring, team recognition, and recruiting activities. The role includes critical decision making on HR issues, such as promotions, R&R policies, compensation, IAPs and decisions relating to terminations for the Kuala Lumpur location.
  • Provide leadership and direction to operations and support teams and drive them to achieve business goals and objectives for end-user, 1st level & 2nd level support for Technology, Finance, business applications, Talent (HR) & office experience helpdesk
  • Analyze and collaborate with Global leaders, Talent & finance to build budgets, manage services within budget guidelines, developing cost control measures, and provides input into budget with regards to hardware/software, staff travel, peripherals, and related operational expenditures for South East Asia Region
  • Oversee all operations and business activities for the entire India team to ensure they produce the desired results and are consistent with the overall strategy and mission.
  • Proactively identifies future business trends and needs and leads development of innovative solutions/ideas, identifies and implements member firm and industry best practices. Understands broader Deloitte global strategy beyond areas of expertise.
  • showcases Contact Center among Regional, Firm Wide forums and International Member Firms.
  • Interacts with cross-functional and cross-cultural teams both directly and virtually. Represents the Contact Center in Internal as well as Client-facing demonstrations, in conjunction with Audit, Tax, or Consulting engagements featuring a contact center role.
  • Optimize the Operations team to achieve optimal efficiency and effectiveness.
  • Maintain metrics reports and monitor all security, risk, and compliance activities that occur in South East Asia Region.
  • Overall accountability of highly complex and inter-dependent project schedules to deliver solutions on time, on-scope, and within budget.
  • Help teams across South East Asia Region deliver exceptional customer experiences with a focused effort on increasing NPS
  • Manage P&L, establish and maintain financial controls and efficiency in terms of minimizing costs and meeting the budget
  • Driving performance and continuous improvement for all lines of businesses in South East Asia Region to support the specific needs of the countries that we service.
  • Overall accountability of operations specific KPIs and report to next level leadership - Directors & partners and global clients
  • Build relations with key partners and stakeholders across SEA and act as a point of contact for all important shareholders
  • Liaising periodically with clients (specific member firms) and senior leadership to gather and understand their requirements
  • Analyze client requirements and drive changes to the operations/projects and/or activities
  • Provide cross functional leadership for support and operations teams across geographies and thus bring out great operational efficiencies
  • Develop high-quality business strategies and plans ensuring their alignment with the short-term and long-term objectives of the firm.
  • Overall responsibility to achieve higher employee engagement scores and to develop a high performing managerial team


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, Senior Associates / Senior Consultants / Assistant Manager across our Firm are expected to:

 

  • Understand objectives for stakeholders, clients and Deloitte whilst aligning own performance to objectives and sets personal priorities.
  • Develop themselves by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
  • Seek opportunities to challenge themselves, collaborate with others to deliver and takes accountability for results.
  • Build relationships and communicates effectively in order to positively influence peers and stakeholders.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.


Requirements

 

  • with a minimum of 6 years experience of managing large contact centers
  • A Bachelor's degree in computer science and electronics is required, with a master's degree in BA/MCA/MSc will be added advantage.
  • Applicants with non-engineering post-graduate degrees or diplomas are welcome to apply.
  • Excellent at strategy development, budget & Operations management.
  • Knowledge and understanding of business process reengineering
  • Excellent interpersonal and leadership skills
  • Excellent people handling skills with expert knowledge of the contact center operations
  • Experience in Project and Program Management
  • Understanding and experience in managing P&L
  • Excellent in Client relationship management
  • able to working across cultures
  • Able to lead teams across geographies & cultures


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:  73373

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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