Location
kuala lumpur
Job Type
Full-time
Posted
July 02, 2026
Job Description
1. Delivery & SLA Ownership (Critical – Business Accountability)
- Ensure SLA, turnaround time (TAT), accuracy, and quality targets are consistently achieved.
- Monitor daily, weekly, and monthly productivity outcomes .
- Maintain alignment between volume demand and available FTE capacity .
- Manage task queues, backlog levels, and aging deliverables .
- Identify and escape operational risks before SLA breaches occur.
- Maintain oversight of work allocation and case distribution .
2. Capacity & Workforce Optimization
- Conduct weekly volume forecasting and workload planning .
- Rebalance work dynamically across team members and processes.
- Maintain skills mapping and cross-training plans .
- Optimize resources during structural shifts or workload spikes .
- Support smooth transitions during restructuring o...