Associate Principal, Customer Management - Digi Telecommunications Sdn Bhd

Date Posted: May 10, 2022

Job Detail

  • Remote/WFH:
  • Location:
    Subang Jaya, Selangor, Malaysia
  • Company:
  • Type:
  • Contract Period:
    12 Months
  • Shift:
    First Shift (Morning)
  • Career Level:
    Experienced Professional
  • Positions:
  • Experience:
    6 Year
  • Degree:
  • Apply Before:
    Oct 31, 2022
  • Visa Sponsor:
    No only open for local candidates

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Valid for application before Oct 31, 2022 12:10 PM

Job Description

You are:

§  Build and maintain strategic partnership with vendor.

§  Drive and lead CRM transformation program as CRM module owner for CIMS, COMS, RMS, CMM, EPC.

§  Ensure the right fit solution for CRM and adopt OOTB featues and compliane with solution design best practices from TM Forum

§  Solution owner for CRM low level design and align with with Solution Architect on High Level design.

§  Managing the CRM online integration and batch integration and supporting 3pp needs for integration requirement,

§  Conduct workshop and meeting with multiple stakeholders from Partner, Business, Technical team and 3pp platform owners.

§  Managing CRM end-to-end delivery from Requirement, Solution Design , Development, Testing, Migration,  Deployment, Operation Readiness and Managed Services Transition.

§  Customer service oriented mindset and able to associate impact of operational problem to customer experience.

§  Responsible to drive vendors to deliver new means of measurement units for KPI and SLA, benchmark vendor’s performance as well as services performance. Improve in vendor’s SRM performance via process, OLA, SLA improvement initiatives.

§  Strong governance and drive towards Managed Services Partner, ability to escalate when needed.

§  Like to explore new challenge, eager to learn, fast learner.

§  Improve and implement process, procedures and automation.

§  Continuous recommendation enhancement/improvement.

§  Team player, responsible, reliable, and take ownership until task are completed.

§  Basic understanding of the end to end value chain.

§  Adaptable to flexible working hours. Willing to work long hours and standby including festive and public holiday if required.

§  Comply to all the company SOPP.

Your Responsibilities:

§  End to end Customer Mgmt Domain(CIMS, COMS, RMS, CMM, EPC etc) delivery accountability and platform owner.

§  Work closely with Solution Architect and other platform owners on product roadmap and provide recommendation and advice for solution design.

§  Ensure design and operational best practices are implemented for application or solution built.

§  Work hand in hand with various stakeholders (PD, Marketing, Finance, Network Team and etc) and Managed Services Partner to realise business ambitions and goals.

§  Represent Digi to lead/participate in various group initiatives such as project, OE, benchmarking and etc.

§  Responsible to authorise, approve and govern solution implementation and manage its lifecyle.

§  Work with TPC and Telenor group to ensure prudent spending for both CAPEX and OPEX

§  24x7 Escalation OnCall, Lead and Drive Managed Services Partner

§  Enforce IT & Security policies, procedures and process towards the Managed Services Provider to ensure compliance while ensuring the operation and maintenance is handled, efficiently without any incidences or repetition of incidences. As a Control owner, ensure accurate compliance based on on-going audit activities carried out by external and internal auditors quarterly

§  Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations, and ensure the teams to comply with standards, guidelines and best practices.

§  Continuously instill the exploration mindset to drive transformation and IT Capability Uplift jointly with Manage Service Provider




Your Merits:

  • Minimum 6-10 years working experience in the related field is required for this position
  • Extensive knowledge on CRM solution and delivery
  • Candidate must possess at least a Degree holder in EE, Telecommunication or Computer Science
  • Project management and Transformation Program experience would be an added advantage
  • Understand and comply with the company Standard Operating Procedures & Policies
  • Good communication, presentation and report writing skills
  • For this role it is important for you to constantly have a customer mindset i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers
  • You must be able to make sure resources are always available within your team to react to any issue at hand, and you must have the foresight in anticipating this.
  • You will need to be someone who has solid experience in managing  ISIT Infrastructure
  • You have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate problems
  • You have the mindset to ‘take the lead’ and deliver on the mandate
  • Technology Acumen: Understanding how the technical infrastructure supports the business
  • Demonstrated success in creating a delivery organization using relevant tools and processes
  • Good understanding of maintenance methods and processes
  • Proven leadership and management skills
  • Strong Leadership/ Team Building/ Decision Making attribute


EPF,SOCSO,EIS,AL,MC,Medical Benefits and other employee benefits

Skills Required

Apply Now
This Job is eligible for Joining Bonus
Earn $214.29 Once you are hired *
Valid for application before Oct 31, 2022 12:10 PM

Company Overview

Subang Jaya, Selangor, Malaysia

Digi is a company focused on growth and creating value for the long-term, delivered through a well-defined strategy to connect customers to what matters most.

In connecting Malaysians and businesses for the last 25 years, we have built strong capabilities and expertise in future-ready networks, digitalisation, customer experience, workplace and people development, and responsible business practices – shaped by a culture of innovation.

* Terms & Conditions apply