Manager Gc Service Delivery Team jobs at Ebay in Malaysia

• Customer Experience Excellence : Champion exceptional customer experiences across internal teams and external partners, ensuring high satisfaction and quality standards.
  

• Performance Leadership : Monitor, analyze, and optimize performance metrics to meet or exceed customer service and partner goals.
  

• Team & Partner Development : Lead, mentor, and coach internal teammates, while also building strong engagement with outsourcing partners to ensure consistent operational standards.
  

• Operational & Business Planning : Anticipate demands, support business planning activities, and implement process improvements to enhance efficiency and scalability.
  

• Change Leadership : Guide teams and partners through change, ensuring smooth adoption of new processes, systems, and policies.
  

• Problem Solving & Innovation : Identify trends, troubleshoot issues, and recommend improvements that drive operational and customer experience excellence.
  

• Relationship Management : Act as the main point of contact for partners on performance and customer experience concerns, maintaining strong collaborative relationships through regular reviews.
  

• Flexibility in Coverage :
  

• Leadership & Motivation : Proven ability to inspire, empower, and develop individuals and teams, fostering a culture of accountability and high performance.
  

• Customer & Partner Focus : Strong passion for customer service, with a successful track record of exceeding operational or partner performance goals.
  

• Analytical Expertise : Skilled in analyzing performance data, identifying trends, and formulating actionable recommendations.
  

• Communication Skills : Excellent verbal and written communication, presentation, and negotiation skills, with the ability to engage effectively across all levels.
  

• Technical Proficiency : Advanced knowledge of relevant systems (including GCPO) and ability to translate metrics into day-to-day team and partner performance.
  

• Change Agility : Ability to adapt quickly, lead through uncertainty, and balance the needs of customers, the business, and partners.
  

• Flexibility & Mobility : Comfortable working non-standard hours when needed and willing to travel internationally to partner sites.
  

• Language Skills :

Primary Job Responsibilities

This person will be responsible and have the attributes to perform in the following key areas.

Customer Development

• Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance.
• Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful.
• Experience improving Customer Satisfaction Scores through improvement in front line teammate development, process improvement, and tool development.
• Partner with Business Units to implement improvements for our customers.

Employee Development

• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.

Leadership

• Passion for challenging the status quo, take appropriate risks, and be provocative
• Excellent influence and engagement with peers around the world, and have the ability to work with Business Units in an effective and productive way
• Lead change in ways that motivate and inspire others.

Job Requirements

This person must have experience in leading and managing large customer service team. Experience in a contact center and/or ecommerce industry is desired. The ideal candidate will have a blend of the following in their background:

• 3 years + operational leadership experience in a customer service environment
• Bachelor degree or above.
• Proficient in both Mandarin and English speaking, reading and writing.
• Rich experience in global and cross-functional organizations
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment.
• A successful track record in achieving and exceeding customer service goals in a high growth business.
• Excellent communication and influencing skills.
• Phenomenal execution and get things done.
• Process/operational improvement background (Six Sigma/Lean certifications) is desired.

Responsibilities

• Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction.
• Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics.
• Perform integrated coaching on customer interactions in real-time, on-the spot, day to day workflows.
• Perform scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behaviour.
• Mentors Teammates to ensure a smooth transition from the learning environment to daily production.
• Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions)
• Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates.
• Summarize findings and recommendations and forward to team leader and managers to use in performance assessments.
• Develop self as Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics.
• Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related. Topics.
• Be an example of effectively promoting and adopting change
• Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Position Qualifications

• 3+ years of customer support experience required and 1+ years experience in formal / informal coaching.
• Proficient in both Mandarin and English speaking, writing and reading, can read Cantonese.
• Skilled and passionate about coaching and developing teammate capabilities.
• Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders.
• Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues.
• Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment.
• Be an example of effectively promoting and adopting change.
• Excellent de-escalation skills.
• Highly effective decision making skills.

Customer Development

• Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance.
• Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful.
• Experience improving Customer Satisfaction Scores through improvement in front line teammate development, process improvement, and tool development.
• Partner with Business Units to implement improvements for our customers.

Employee Development

• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.

Leadership

• Passion for challenging the status quo, take appropriate risks, and be provocative
• Excellent influence and engagement with peers around the world, and have the ability to work with Business Units in an effective and productive way
• Lead change in ways that motivate and inspire others.

Job Requirements

This person must have experience in leading and managing large customer service teams. Experience in a contact center and/or ecommerce industry is desired. The ideal candidate will have a blend of the following in their background:

• Bachelor degree and above.
• 5 years + operational leadership experience in a customer service or e-commerce industry.
• Proficient in both English and Mandarin including reading and writing.
• Rich experience in global and cross-functional organizations
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment.
• A successful track record in achieving and exceeding customer service goals in a high growth business
• Process/operational improvement background (Six Sigma/Lean certifications) in transaction business is desired.

Ops Manager, iCBT shipping

Qualifications:

Proven experience in working with diverse teams and international suppliers to build competitive and high-quality logistics and shipping services in global markets. Demonstrated success in overseeing shipping operations and driving service excellence. Strong problem-solving skills, including the ability to conduct thorough analysis, take decisive action, and remain committed to seamless service implementation. Excellent communication skills for daily interactions with different functions and multiple suppliers. Ability to enhance service quality and increase customer satisfaction through effective communication. Demonstrated ability to think boldly and adapt to new business requirements and challenges. Excellent English proficiency for both oral and written communication during daily work.