Head of Customer Service & Performance Management
Omya · Kuala Lumpur
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