Senior Executive (Programme Delivery & Operation Excellence)
PETRONAS · Kuala Lumpur
Job Purpose
To coordinate and deliver high-quality programme operations by supporting end-to-end programme execution, service excellence, and continuous improvement initiatives, ensuring smooth delivery, stakeholder satisfaction, and adherence to operational standards.
Key Accountabilities:
Programme Delivery Coordination
Coordinate end‑to‑end operational delivery of assigned executive, professional & customised programmes and business centre rental.
Support programme scheduling, logistics, SME coordination, participant communications and other operational arrangements.
Monitor programme readiness and operational matters.
Operational Excellence & Supervision
Implement and maintain agreed operational SOPs, service standards, workflows and delivery checklists.
Monitor operational processes to identify gaps, risks, recurring issues and/or any HSE related matters
Support the review and enhancement of operational processes to improve efficiency, consistency, and service quality.
Contribute to continuous improvement initiatives, including process standardisation, issue resolution, and implementation of best practices.
Customer & Learner Experience
Support learner and client onboarding and communications throughout the programme.
Address operational and service-related issues promptly and escalating complex matters to the appropriate stakeholders where necessary.
Collect and monitor learner and client feedback to identify service gaps and opportunities for improvement.
Stakeholder Coordination
Act as a key operational point of contact for clients, participants, SMEs and internal stakeholders throughout programme delivery.
Coordinate internal and external service providers to meet delivery requirements.
Reporting & Documentation
Maintain accurate programme records, trackers and operational documentation.
Support preparation of operational reports and post‑programme feedback.
Ensure documentation complies with institutional and quality requirements.
Qualification & Experience:
Bachelor’s Degree in Business, Business Administration, Management, or any related field.
Minimum 5–7 years of relevant experience in programme delivery, operational excellence, customer success, service coordination, or a related field.
Strong coordination, communication, problem-solving, and organisational skills.
Strong customer and service orientation, with the ability to manage client and stakeholder expectations effectively
Demonstrated ability to coordinate multiple programmes, manage operational requirements, and ensure smooth end-to-end service delivery.
Good stakeholder management skills with the ability to work effectively with internal and external stakeholders.