APA Regional Support Manager

Quick facts

Kuala Lumpur, Kuala Lumpur, Malaysia
Date Posted:
  • The Support Team Leader leads a team of a support line or lines and ensures successful implementation, administration and management of processes, standards and KPIs.
  • He/She is responsible to preserve defined Service Level Agreement, agreed internally or externally.  

Responsibilities in Detail:

  • Leads the support team and its day-to-day operations
  • Implements and monitors support procedures and standards
  • Implements and monitors support KPIs
  • Conducts monthly one-to-one meetings and holds regular team meetings
  • Works in close collaboration with other departments to achieve consistency of service delivery for all customers; ensures consistency of internal processes and procedures
  • Works with the management to identify appropriate and challenging standards for customer services, communicates these to the team and works with them to ensure the achievement of these standards
  • Prepares and maintains documentation, technical reports and, provides follow up status on support activities
  • Provides advice, support and, assistance to the support team members
  • Liaises with internal departments and teams to determine cooperation needed and to preserve the service standards
  • Liaises with the customer to ensure user satisfaction and serves as an escalation instance
  • Takes ownership of escalated customer issues and ensures follow-through to conclusion; develop channels to report underlying issues to appropriate management
  • Provides reporting and analysis on key departmental activity measurements; identifies patterns or trends and uses information for planning and process or service development
  • Reviews and manages resource levels within the team according to operational requirements

Skills and Specifications:

  • Ability to deliver consistently professional, high quality work, even at a very detailed level in a fast paced
  • environment
  • Excellent leadership skills with the ability to drive, manage, motivate and develop a high performance team in a multi-cultural / multi-national environment
  • Experience in delegating and allocating tasks/working within a team
  • Keen logical thinker with the ability to think conceptually, demonstrating creativity and innovation
  • A proven ability to plan, organize, prioritize, manage and track numerous concurrent activities to successful outcomes
  • Results focused – meeting schedules, delivering work on time; ensures high quality delivery
  • Seizes initiative to anticipate situations and problems; ability to advice on appropriate workarounds and solutions
  • Strong customer focus – meeting and exceeding expectations, resolving issues and developing solutions to meet customer needs
  • Excellent communication (verbally and in writing) and interpersonal skills suitable for a diverse audience; able to communicate in a positive, friendly and effective manner with ‘technical’ or ‘non-technical’ users / customers
  • Ability to gather, collate and analyze information effectively from a range of sources to present and to offer knowledgeable workable solutions
  • Assertiveness to create a high performance, customer focused team
  • Strong analytical and problem solving skills
  • Familiar with support and helpdesk procedures and specifics
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