Head of Fulfilment Management (Enterprise… at Maxis Berhad · Kuala…

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Role Purpose To lead the end-to-end fulfilment and delivery operations for Enterprise Mobile and SIM services, ensuring timely, accurate, and compliant service delivery across mobile orders, MNP, device fulfilment, SIM logistics, inventory governance, and eSIM enablement. The role is responsible for driving SLA / TAT performance, resolving operational escalations, managing key vendors and partners, improving customer experience, and delivering process and system enhancements that improve efficiency, visibility, and control.

Key Responsibilities

1. Mobile fulfilment and delivery operations

• Lead end-to-end operational fulfilment for enterprise mobile orders, including service line fulfilment, device fulfilment, payment-related fulfilment, fallout management, and order closure governance.
• Oversee operational performance across fulfilment platforms and workflows to ensure orders are progressed accurately and within agreed TAT / SLA.
• Drive timely resolution of fallout cases, failed deliveries, system callback issues, and exception handling.
• Act as the operational owner for urgent and high-impact delivery scenarios.

2. MNP operations

• Lead Mobile Number Portability operations covering port-in lifecycle, rejection handling, ageing control, resubmissions, cancellations, and port-out escalations.
• Ensure MNP activities meet internal SLA, regulatory requirements, and operator-to-operator process standards.
• Govern escalations with internal stakeholders, OLO partners, and relevant external parties.
• Drive continuous improvement and automation in MNP workflows to reduce ageing, fallout, and manual effort.

3. SIM delivery, inventory and eSIM

• Own SIM fulfilment operations including SIM stock governance, delivery management, problematic delivery resolution, and inventory accuracy.
• Oversee IoT SIM operational readiness and SIM allocation controls.
• Drive eSIM operational implementation and digital fulfilment readiness.
• Ensure sufficient inventory planning, replenishment discipline, and visibility across supply and operational demand.

4. Device operations and lifecycle governance

• Oversee device enablement, stock visibility, backorder controls, recall / cancellation handling, and readiness for launches or campaign requirements.
• Drive improvements in device delivery accuracy, exception fulfilment, and partner performance.
• Monitor device-related operational KPIs and lead corrective actions where required.

5. Vendor and partner management

• Manage operational performance of fulfilment and logistics partners, including delivery vendors and SIM delivery providers.
• Establish clear SLA, governance cadence, issue management, and performance tracking with vendors.
• Lead service recovery, escalation management, and continuous improvement discussions with partners.
• Work closely with vendors, IT, Sales, Product, and Operations teams to resolve defects and improve operational flows.

6. Reporting, governance and service performance

• Own operational dashboards, daily / weekly reporting, ageing visibility, TAT tracking, and exception reporting for Mobile and SIM operations.
• Provide leadership visibility on fulfilment health, operational risks, backlog, service quality, and vendor performance.
• Lead governance forums and cross-functional cadence with Sales, Segment teams, ISD / IT, and vendors.

7. Process improvement, controls and automation

• Identify process gaps, control weaknesses, and recurring failure points, and drive corrective actions.
• Lead UAT, operational readiness, SOP improvements, and enhancement initiatives related to Mobile and SIM fulfilment.
• Sponsor automation and digitalization initiatives to reduce manual work, improve transparency, and accelerate delivery turnaround.
• Ensure operational processes remain compliant, auditable, and scalable.

8. Team leadership

• Lead and develop the Mobile and SIM fulfilment team, ensuring clear accountability, service discipline, and performance management.
• Build a strong operational culture focused on customer experience, speed, accuracy, ownership, and cross-functional collaboration.

Key Interfaces

• Sales / Segment teams
• ISD / IT / System support teams
• Product and Process teams
• Finance / Billing
• External vendors and logistics partners
• OLO / portability-related parties

Key KPIs

• Mobile fulfilment TAT / SLA
• MNP SLA compliance and rejection ageing
• SIM delivery TAT / success rate
• Failed delivery rate / fallout resolution time
• Backorder / ageing reduction
• Vendor SLA performance
• Inventory accuracy and stock availability
• Automation / process improvement delivery
• Customer / stakeholder escalation closure time

Requirements

• Diploma or Bachelor’s degree in Business, Telecommunications, Information Systems, Supply Chain, or related field.

• 8–12+ years of experience in telecom operations, fulfilment, service delivery, or order management.

• Strong hands-on experience in mobile fulfilment, MNP, SIM operations, device logistics, escalation handling, and vendor management.

• Good knowledge of telecom operational controls, regulatory / compliance requirements, and service delivery governance.

• Strong analytical capability with experience in operational reporting, dashboarding, KPI management, and root-cause analysis.

• Proven ability to lead teams, manage cross-functional stakeholders, and drive operational transformation.

• Strong communication, escalation management, and decision-making capability.

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.

• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.