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Open nowPosted 139 days ago

Head of Customer Service & Performance Management

omya99 open roles

Where
Kuala Lumpur
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Your applicationOpen nowHead of Customer Service & Performance Managementomya · Kuala Lumpur

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. omya postings stay open a median of 11 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 139 days ago

omya median: 11 days open

The posting

Service strategy & governance

  • Define and implement global service management strategies and governance frameworks for Omya OS&S to ensure consistency and compliance

Performance monitoring & reporting

  • Define and own the KPI framework and target-setting for OS&S service performance (availability, SLA adherence, quality, cost, customer satisfaction)
  • Establish a reliable performance reporting cadence and deliver accurate, actionable reports and insights to OS&S leadership and Omya executive stakeholders

Continuous improvement

  • Identify, prioritize and sponsor initiatives to optimize service delivery, reduce costs, increase efficiency and raise customer satisfaction across OS&S
  • Use KPI analysis, customer feedback and benchmarking to drive targeted improvement programs and measure benefit realization

Stakeholder collaboration

  • Partner closely with OS&S service delivery teams, business units and regional stakeholders to align service performance with Omya business objectives and customer needs

Risk & compliance management

  • Ensure OS&S service operations comply with Omya policies, regulatory requirements and internal controls, embedding risk management into service practices.

Technology & process enablement

  • Leverage digital tools, analytics and automation to enhance service quality, incident resolution, capacity planning and reporting for OS&S.

Definition of responsibilities

  • Define clear roles, responsibilities and ownership for all service and performance-management tasks within the OS&S team and across partner functions.

Upskilling

  • Ensure the service & performance management team within OS&S has the necessary skills and capabilities to operate required IT systems, handle complex cases, and implement standards and guidelines.

Planning & budgeting

  • Leads the OS&S planning and budgeting process, ensuring accurate forecasting of service demand, resource needs, and operational costs to support effective decision-making and organizational performance.

JOB REQUIREMENTS

Education

  • University degree in Business Management, Business Administration, Economics, or any other related field

Experience

  • Minimum 7 years of relevant working experience in a leadership position

Knowledge and skills

  • Ability to define and execute service and performance strategies aligned with business goals
  • Understanding of frameworks for service delivery and governance
  • Strong analytical skills to interpret KPIs, identify trends, and drive data-based decisions
  • Capability to lead process optimization and transformation initiatives
  • Skilled in influencing and collaborating with senior leaders and cross-functional teams
  • Excellent ability to present performance insights and recommendations clearly
  • Experience in managing organizational change and driving adoption of new processes
  • Familiarity with service management tools (e.g., ServiceNow)
  • Exposed to six sigma or kaizen or agile methodology

Other requirements

  • Excellent command of both oral and written English are required
  • Good command of both oral and written additional language is beneficial
  • Willingness to travel up to 15%

POSITION SCOPE

Reporting Line(s)

Solid line(s) to: Global head of customer engagement & service governance

Dotted line(s) to:

Number of direct reports:

Number of dotted line reports:

Performance Measures

SLA/OLA compliance rate

Customer satisfaction

Accuracy of KPI reporting

Trend analysis & forecasting

Working Relationships

Internal contacts:

OS&S management team

DTX

Service Line leads

Regional leads

External contacts:

Market research institutes for KPI benchmarking

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