Head of Maxpert Management

Head of Maxpert Management

Maxis Communications
Not Specified
Not Specified

Job Description

Are you ready to get ahead in your career
  • We want to empower you turn your ambitions into achievements.
  • We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
  • Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
  • To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical​
1 Oversee and manage regional Maxpert operations including talent recruitment, staff motivations, and regional Maxpert service performance
2 Provide guidance and leadership to deliver Maxpert productivity and utilization against target to achieve optimal cost efficiency with strong NPS
3 Define and design branded installation framework and in-home engagement for Maxpert to deliver Unmatched Personalized Experience
4 Provide leadership for vendor management including recruitment of new vendor, vendor performance through monthly business review, and optimize vendor profitability to support growth and scalability
5 Establish and implement robust audit management process to ensure consistent delivery of high Maxperts quality of work
6 Provide management direction to design and implementation of Maxpert training programme to enhance quality of Maxperts, including periodic technical certification, technical hands-on, new emerging technologies, soft-skill training, sales training
7 Build and develop Maxpert Upskill programme to extend Maxpert capability from service to sales to enhance customer lifetime value
8 To stay connected and engage with cross functional departments to ensure company, department business goals are aligned to deliver Unmatched Personalized Experience for Maxis customers.
9 Train, coach, monitor and track staff performance and provide regular performance feedback for improvement and development
10 Lead cross functional project initiative to innovate new way of working to build sustainable competitive advantages and consistently achieve optimal cost to serve
11 The success of the roles is measured by:
  • Customer Satisfaction (NPS score)
  • Quality of Service (First Time Right %, Infant Customer Complaints %)
  • Maxpert Utilization
  • Maxpert Value Creation
  • Contribution Cost Optimisation Programme

What's next
  • Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Job Details

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Always Be Ahead At Maxis, we are passionate about bringing together the best of technology to help people, businesses and the nation to Always Be Ahead in an evolving world, as we pursue our vision to be Malaysia's leading converged solutions company. We deeply believe that the key element to our success has always been and will always be our people. Visit our careers page to learn more about having a career at Maxis. The MaxisWay culture Our culture, or MaxisWay as we call it, was created to focus on three core values which are ‘Customer First', ‘What's Possible' and ‘I am Maxis'. These values are implemented in the way we interact with each other by embedding the language of commitment, performance and possibilities. Watch these videos and hear from our people who embody the MaxisWay culture.

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