BT Head of Service Operations in Kuala Lumpur, Malaysia

Purpose Of Role :

The role holder leads and manages a number of Operational Service Team Managers whose teams main responsibilities include processing and/or progression of Customer Orders and/or processing and progression of Customer Faults.

Key Responsibilities:

  • To own and develop a higher level Customer Relationship with the designated customer base by telephone and face to face.

  • To manage the implementation of the Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams, Account Teams and customers for all service related issues as appropriate.

  • To be responsible for building and enhancing a mutually beneficial customer relationship.

  • To monitor customer feedback, complaints and service results, and provide support and direction to Operational Managers

  • To maintain an excellent high level "peer" relationship with Account Teams, Sales GMs and to understand the Market and customer positioning.

Business Impact:

  • Responsible for customer satisfaction with a medium level of potential business impact.

  • Inputs to both short term and long term initiatives to drive change and improvements through the business.

Authority/Decision Making:

  • Defines and implements measured processes.

  • Generic "route cause analysis" and implementation of appropriate action.

  • Implements and develops the Service Strategy across the team as appropriate.

  • Develops and implements the Service Business Plan.

Qualifications: N/A.


  • Experiencein handling a diverse customer base.

  • Ability to lead and motivate high performance teams.

  • To be able to understand and communicate process and operational strategy and the resultant changes.

  • Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service.

Job: Customer Service and Contact Centres

Title: Head of Service Operations

Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur

Requisition ID: 70999