Manager, Customer Operation & Service Delivery [RID-00659]

About Setel

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility.

Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose

The Manager, Customer Operations & Service Delivery (Fuel & Enterprise Solution) leads overall operational aspects and maintain long-term relationships with petrol station dealers and enterprise solution customers, driving fuel volume adoption across stations, resolving station, fuel and enterprise solutions related issues on a timely basis and connecting with key business stakeholders to ensure timely and successful delivery of Fuel and Enterprise solutions.

Facilitate the collaboration with internal teams and external partners to drive performance, address client needs, and enhance service delivery across both fuel and enterprise solutions portfolios

In this role you will

• Ensure exceptional service by managing and resolving escalations and complex issues that arise during service delivery, ensuring timely and effective solutions, and acting as the primary contact for stakeholders across fuel and enterprise solutions accounts in resolving issues.
• Ensure the timely and effective delivery of services in accordance with contractual agreements and client/customer expectations with periodic tracking and analyzing service performance metrics, such as uptime, response times, and customer satisfaction, to ensure seamless service execution.
• Foster strong relationships with key internal/ external stakeholders, ensure a high level of customer satisfaction and conduct regular meetings and reviews with vendors/ dealers to discuss performance, address concerns, and identify opportunities for further collaboration.
• Establishing SLAs including administering, negotiating and close contracts/agreements related to ensure all operational SLAs are well covered to provide a good customer experience. Oversee service level agreements (SLAs) and ensure compliance with industry standards and company policies.
• Oversee dealers/stations/customers engagement, complaints, reviews, promotional rewards, and mass communications as well as related future initiatives.
• Implement and manage operational processes and procedures to enhance efficiency and service quality by analysing operational performance, addressing any issues and implementing corrective actions as needed.
• Maintain and compile all Fuel & Enterprise Solutions related account management documentation, help instructions, and relevant Knowledge Management materials.
• Recruit, train, mentor, and motivate team members, fostering a culture of excellence, collaboration, and customer experience to focus and support them to achieve their targets and professional growth.

You're a great fit if you have

• Bachelor’s degree in Business Administration, Operations Management, or a related field. Advanced degree or certifications are a plus.
• Min of 6 years of experience in account management & operations delivery, or a related field, preferably within the fuel industry.
• Experience in account management, operations, or service delivery, preferably within the fuel and enterprise solutions sectors.
• Ability to interpret performance metrics, identify trends, and make data-driven decisions.
• Strong understanding of customer service metrics, KPIs, and best practices.
• Strong organizational and project management skills with attention to detail.

Leadership/ Behavioral Skills

• Confidentiality: Ability to handle sensitive information with confidentiality.
• Analytical Thinking
• Business Development
• Decision Making and Judgement
• Effective Communication

What Makes Working With Us Awesome

• Our people and culture: You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development focused: Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours.
• Relax and unwind at the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
• There will be workshops, talent shows, sport activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data and how we keep it secure.

This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third party social networks or our online and physical events, or through other third parties that we work with. Please read this carefully to understand our views and practices regarding your personal data.