Daily Operations Oversight: Direct and lead the Technical Advisor (TA) team to consistently meet and exceed strict SLA targets (Response & Resolution Time).
End-to-End Complaint Architecture: Ensure strict adherence to the disciplined standard operating procedures for ticket resolution:
Intake & Analysis: Ensure comprehensive technical data collection (photos, videos, chronology) to diagnose root causes accurately.
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Plan, manage, and oversee the hostel application processing and the assignment of rooms / housing units, including the management of waitlist and students’ appeal for on-campus accommodation.
Ensure the high quality of rooms / housing units for students’ check-in through comprehensive inspections.
Ensure accurate billing of hall fees and other payable items as well as timely collection and follow-up where necessary. This includes accurate and timely refunds to students where applicable.
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d.Lead cross-functional deal reviews with Sales, Legal, Finance, Revenue Recognition, Revenue Operations, Product, Security, Privacy, Compliance, Customer Success, and Deliver
y.Establish scalable deal governance, including intake standards, approval matrices, escalation paths, operating rhythms, reporting, and reusable playbook
s.Use data to identify bottlenecks, cycle-time drivers, approval trends, recurring exceptions, renewal or amendment patterns, and opportunities to improve quote-to-close executio
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Compliance & Risk Management: Ensuring adherence to regulatory and internal policy requirements; supporting audits with audit-ready documentation; proactively identifying and mitigating contract risks and compliance gaps.
Customer Support & Service Excellence: Implementing customer support processes to drive operational excellence and satisfaction; notifying account teams of opportunities; ensuring timely execution of contracted services.
Data Analysis & Reporting: Analyzing order and contract performance data to identify trends and risks; preparing reports on KPIs and service delivery; providing data-driven insights to support decision-making.
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Coordinating Annual and Extraordinary General Meetings, including drafting notices and minutes
Advising business units on governance requirements, internal approval workflows, and regulatory considerations for transactions and contracts, including drafting resolutions and approval papers
Overseeing external corporate secretarial providers on statutory filings and company registers
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Data Profiling & Quality: Establish rigorous data quality metrics, validation standards, cleansing routines, and profiling methodologies to ensure a high-fidelity migration
Target Data Mapping: Analyze convoluted, highly fragmented legacy data architectures and map them cleanly to future-state target ERP data models
Senior Stakeholder Alignment: Act as a key strategic advisor, liaising directly with senior leadership, functional business owners, and external vendors to align on migration strategy and translate technical data risks into clear business impacts
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Working as a Senior Point of Contact and Team Lead for our Treasury application BAU 24*7 support engagement covering 11 Major and critical applications across the Treasury platform:
- L1 application technical and functional support in production treasury application support environment
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Collaborate with other departments and external vendors / contractors to get update on the status of maintenance / repairs to student hostels.
Proactively engage student residents in understanding and addressing residents’ needs, and contributing to problem-solving and resolution of concerns. This includes addressing and resolving student residents’ requests, feedback, and complaints promptly to meet SLA requirements.
Plan, curate communications and inform student residents in advance on scheduled maintenance, adhoc repairs and other matters that may cause inconvenience to residents.
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