Senior Manager - Value Add Services

Merex Investment Group

The job holder will oversee and optimize all VAS requests, including Land, Residential, and Villa Services, ensuring efficient processes and enhanced customer experience.

Responsible for SLA adherence, process re-engineering, and leveraging analytics to drive operational excellence and continuous improvement.

Key Accountabilities:

• Oversee and monitor the daily live tracker for VAS and Non-VAS activities including real-time performance to ensure SLAs are consistently met across the Company.
• Validate operational data, track escalations, and initiate timely corrective actions to ensure service quality and compliance.
• Collaborating with IT and manage VAS system integration. Manually entering the EMC and CM approvals to the system
• Integrate systems and develop performance dashboards for enhanced visibility and initiate the dashboards integration via Power BI in coordination with IT.
• Liaise with business units to align on compliance requirements, system improvements, and reporting standards.
• Define, track, and monitor key performance indicators (KPIs) to measure to measure NOC effectiveness and identify areas for improvement.
• Oversee the manual entry of EMC and CM approvals into the system while driving automation to reduce manual intervention.
• Manage compliance processes and initiate SLA re-engineering when required to improve efficiency and alignment with business needs.
• Utilize data analytics to identify operational trends and drive data-informed decisions for process enhancements.
• Provide management with regular performance reports, showcasing achievements, challenges, and areas for growth.
• Promote a culture of accountability, accuracy, and continuous improvement within the VAS compliance framework.
• Prepare and deliver the weekly EMC updates report for senior stakeholders, coordinating with multiple teams to ensure data accuracy and completeness.
• Provide management with regular performance reports, highlighting achievements, challenges, risks, and improvement opportunities.

Job Specific Skills:

• Strong experience in data analytics, dashboard development (preferably Power BI), and KPI management.
• Analytical and problem-solving skills, with a strong emphasis on data-driven decision-making.
• Excellent communication and interpersonal skills to engage effectively with diverse stakeholders.
• Proficiency in relevant software applications and systems to support operational excellence.
• Proven ability to enhance process efficiency and deliver results within timelines and budgets.