Ctos Career

We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW

The core purpose of the Senior Executive, Service Delivery is to ensure a smooth support of services delivered to clients and optimize client’s engagement and satisfaction with CTOS services.

The Senior Executive, Service Delivery is responsible for supporting the team to drive services delivery to the highest standard.

This role requires excellent communication skills, strong technical knowledge, and the ability to collaborate effectively with both internal and external stakeholders.

KEY RESPONSIBILITIES

· Ensure services are up and running as per agreed SLA. This includes both UAT and Prod environment
· Optimize clients engagements, satisfaction and usage of the services
· Proactive approach to ensuring services are delivered to the highest standards
· Provide level 3 support on the tickets raised by clients and follow up till resolution
· Engage with other departments & vendors for fixes and enhancement of the products
· Support SDM team to deliver the services with highest standards
· Organize clients satisfaction visit and survey
· Align the customer support process with other departments
· Process improvement and efficiency
· Weekly session with clients on the performance and open issues updates with clients
· Manage new change request requirement from client

WHAT DOES IT TAKE TO BE SUCCESSFUL

· More than 3 years proven experience in service delivery, project management, or a related role, preferably in the technology industry.
· Strong technical acumen and the ability to understand and explain complex technical concepts to both technical and non-technical audiences.
· Excellent communication and interpersonal skills, with the ability to build rapport, communicate, and influence stakeholders at all levels.
· Functional & business knowledge required to support solution configuration issues and enhancements
· Problem-solving mindset with a proactive approach to identifying issues and implementing effective solutions.
· Ability to work independently and as part of a team, collaborating effectively with cross-functional colleagues and external partners.
· Strong focus to quality and client’s satisfaction
· Able to demonstrate successful experience in managing key banking clients

Executive/Senior Executive, Service Delivery