Senior Executive, Customer Operations and Service Delivery [RID-00535]

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

Drive improvements in customer experience and service operatios by leading cross-functional initiatives and managing a diverse portflio of 3-8 external vendors and partners. This role ensures that vendor performance is aligned with business goals, driving continuous improvements in SLA compliance, issue resolution, and customer satisfaction. Navigate complex operational environments, balancing stakeholder expectations, interdependencies, and evolving business priorities to deliver outcomes.

In This Role You Will:

• Manage escalations and issue resolution. Take end-to-end ownership of low to high-impact incidents, coordinating with cross-functional leads, product, engineering, and vendor teams to ensure fast, effective, and transparent resolution with long-term mitigation.
• Drive multi-vendor management: Oversee performance and governance of 3-8 third part vendors/PDB enterprise solutions, ensuring accountability through structured performance reviews, root cause analyses, and data-driven improvement plans aligned to SLAs and KPIs.
• Drive continuous performance improvement: Design and implement vendor scorecard frameworks, track vendor trends, and proactively drive corrective actions to elevate service quality and operational efficiency.
• Analyze complex datasets and user feedback to uncover root causes, recommend service enhancements, and lead the operational improvements.
• Lead incident recovery: Manage the high-severity incident management, including post-mortem reviews, lessons learned, and prevention planning across internal and external teams.
• Manage the execution of new feature deployments, related processes, and perform on-site UAT. Provide on-call support for high-severity incidents and assist with related tasks as needed.
• Process improvemen: Identify systemic gaps and inefficiencies; lead cross-team initiatives to optimize workflows, enhance service resiliency, and scale operational practices.
• General Responsibilities: All employees are required to ensure adherence to the compliance of company policies, industry regulations and legal requirements.

You're A Great Fit If You Have:

• Bachelor's degree in Business Administration, Information Technology, Communications, or any field relevant to the industry. (for equivalent experience).
• Minimum 4-6 years of relevant work experience surrounding customer experience relating to fuel, mobility and fintech industry.
• Excellent communication and interpersonal skills.

What Makes Working With Us Awesome

• Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours
• Relax and unwind in the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
• There will be workshops, talent shows, sports activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

#LI-JT1