Key responsibilities:• Oversees overall operation of the organization.• Manage the overall hiring and onboarding process.• Participate in the decision making for all HR and Operation related queries.• Prepare monthly payroll and statutory payment information. • Review, update and revise company hiring practices, leave and other human resources policies to ensure compliance with the Malaysian Employment Act.• Prepare Employee Handbook.• Maintain employee records according to policy and legal requirements.• Monitor staff attendance and discipline.• Managing employee’s leave applications.• Develop training and development program. • Lead the IT department and mentored teams to drive continuous-improvement initiatives deep into daily.• Manage communications, schedule regular meetings to discuss identified areas of potential improvement and offer recommendations for the resolution.• Generating performance report and doing presentation.• Ensures high level of SLA for all the projects.• Manages the overall administration of the organization.Achievements:TEAM MANAGEMENT: Led, mentored, and motivated a diverse team of department heads and staff, ensuring a high-performance work environment. Recruited, trained, and developed employees to maximize their potential and contribution to the organization.CUSTOMER RELATIONS: Cultivated strong customer relationships and ensured a high level of customer satisfaction. Addressed customer concerns and feedback, implementing improvements to enhance the overall customer experience.OPERATIONAL EXCELLENCE: Streamlined and optimized business processes to enhance productivity and quality. Implemented best practices, quality control measures, and performance metrics to monitor and improve operational efficiency.COMPLIANCE AND REGULATIONS: Ensured compliance with all relevant industry regulations, standards, and legal requirements.

• Streamline and optimize operational processes to improve efficiency, reduce costs, and enhance overall productivity.• Identify areas for process improvement and implement best practices to increase operational effectiveness. • Supervise and mentor the operations team, ensuring they are aligned with the company's objectives and working cohesively.• Manage communications, scheduling regular meetings to discuss identified areas of potential improvement, offering recommendation for the resolution.• Implement and monitor quality control measures to maintain high standards of product/service quality.• Analyze operational data and KPIs to make data-driven decisions and recommendations for operational improvements.• Ensure the company complies with relevant industry regulations and standards, implementing necessary policies and controls.• Recruits and hire employees and interns for IT & Customer Service Department. • Effectively manage payroll function, training, and development• Review, update, and revise company hiring practices, leave and other human resources policies to ensure compliance with the Malaysian Employment Act.Achievements:OPERATIONS MANAGEMENT:  Implemented work from home policy during Covid Pandemic.QUALITY ASSURANCE:  Executed quality control initiatives to ensure profitability of each project. Collaborate with customer service teams to ensure that customer inquiries and concerns are addressed promptly and that service levels meet or exceed customer expectations.HUMAN RESOURCES (COMPLIANCE AND REGULATIONS):  Achieved 90% employee retention over 1 year period.

 Created employee handbook for the organization.  Implemented work from home policy during Covid Pandemic. Managed 10 customer service and outbound call projects simultaneously involving 70 customer service agents. Trained and managed 70 customer service agents. Handled incoming calls for a government agency related to telecommunication industry.  Promoted a positive and professional work environment. Established a clan culture within the organization to encourage teamwork within the organization and made employees feel comfortable speaking freely and sharing knowledge resulting in greater productivity.

 Handles 90+ calls daily with duties related to credit card enquiries.  Gathered information, researched/resolved inquiries and logs customer calls. Communicate appropriate options for resolution in a timely manner. Informed customers about the features and benefits of credit cards.