Full Time Operations Supervisor – Shared Services Jobs, in Decisive Development Consulting Federal Territory - Maukerja

Operations Supervisor – Shared Services

Industry: Professional Services / Shared Services / Business Process Operations

Location: Kuala Lumpur, Malaysia

Salary: RM7,000 – RM7,500 per month

Position Level: Supervisor / Operations Team Lead

About the Opportunity

We are recruiting an experienced Operations Supervisor for the Malaysian shared services operations of a North America-based legal services firm.

This role is suited to a hands-on operations professional who understands high-volume, process-driven environments and has a strong track record in managing teams, analysing operational data, improving productivity and maintaining high quality standards.

We welcome candidates from shared services, BPO, logistics, banking operations, transaction processing and other production-oriented service environments. Previous experience in the legal industry is not required.

The successful candidate will lead a team of seven (7) employees, ensuring consistent operational performance, accurate processing, efficient workflow execution and effective coordination with US-based stakeholders.

Key Responsibilities

1. Operations & Performance Management

• Oversee daily operations of a seven-member team in a high-volume, document-intensive processing environment.
• Ensure work is completed accurately, efficiently and within established turnaround times.
• Monitor daily production volumes, completed tasks, processing accuracy and individual productivity.
• Allocate workloads effectively based on operational priorities, capacity and deadlines.
• Identify operational bottlenecks, processing delays and performance gaps, taking appropriate corrective action.
• Maintain consistent service delivery standards while balancing productivity, accuracy and quality.

2. Data Analysis & Performance Reporting

• Track and analyse key operational performance indicators (KPIs), including:
• Daily and weekly processing volumes.
• Number of tasks and workflow steps completed.
• Document accuracy and error rates.
• Turnaround times and outstanding work.
• Individual and overall team productivity.
• Use operational data to identify trends, performance issues and improvement opportunities.
• Prepare regular productivity reports, performance dashboards and operational updates for management.
• Translate performance data into practical actions to improve efficiency and service quality.

3. Team Leadership & People Management

• Provide strong, hands-on leadership to a team of seven employees.
• Set clear daily performance expectations and hold team members accountable for deliverables.
• Conduct regular performance reviews, coaching and feedback sessions to drive individual improvement.
• Identify training needs, skill gaps and opportunities to strengthen team capabilities.
• Manage underperformance proactively through coaching, monitoring and structured improvement plans.
• Foster a culture of accountability, ownership, teamwork and continuous improvement.
• Ensure every team member consistently performs to the required productivity and quality standards.

4. Process Efficiency & Quality Control

• Ensure operational workflows and established procedures are consistently followed.
• Review existing work practices to identify inefficiencies, recurring errors and quality concerns.
• Recommend practical process improvements to US-based management to enhance productivity, accuracy and operational efficiency.
• Implement approved process changes and monitor their effectiveness.
• Strengthen quality control measures to minimise rework, processing errors and operational delays.
• Promote a continuous improvement mindset within the team.

5. US Stakeholder Coordination

• Work closely with US-based operations and management teams to ensure daily priorities, production targets and service expectations are aligned.
• Coordinate beginning-of-day and end-of-day operational handovers with US stakeholders.
• Communicate workload status, outstanding tasks, operational challenges and performance updates clearly and promptly.
• Escalate critical issues and potential delivery risks to the appropriate stakeholders.
• Ensure smooth coordination between Malaysian shared services operations and the US team.

Requirements & Qualifications

Experience

• Preferably 5 years or more of experience in operations, shared services, BPO, logistics, transaction processing or a similar high-volume operational environment.
• Proven experience supervising or leading operational teams, with direct responsibility for productivity, quality and service delivery.
• Demonstrated ability to manage performance through data, operational KPIs and measurable targets.
• Experience managing document-intensive, transaction-based or process-driven operations would be an advantage.
• Candidates with strong operational leadership experience from outside the legal industry are encouraged to apply.

Technical & Operational Competencies

• Strong understanding of production management, workflow coordination and operational efficiency.
• Proficient in Microsoft Excel, including data analysis, performance tracking and reporting.
• Experience using KPI dashboards, management reports or operational monitoring tools.
• Ability to analyse processing volumes, quality metrics, turnaround times and individual performance.
• Knowledge of continuous improvement principles, root cause analysis and process optimisation.
• Comfortable working within established standard operating procedures while identifying opportunities for improvement.

Leadership & Personal Attributes

• Confident, assertive and capable of managing teams with clear expectations and accountability.
• Strong analytical and problem-solving abilities.
• Results-oriented, with a clear focus on productivity, accuracy and operational excellence.
• Able to identify underperformance and implement practical corrective measures.
• Strong organisational, communication and stakeholder management skills.
• Comfortable working in a fast-paced, deadline-driven environment.
• Able to work independently, take ownership of operational outcomes and make sound day-to-day decisions.
• Good command of written and spoken English, with the ability to communicate effectively with North American stakeholders.

What Success Looks Like

The successful candidate will be expected to contribute towards:

• Consistently achieving daily and weekly operational production targets.
• Improving individual and team productivity without compromising processing accuracy.
• Reducing errors, rework and avoidable processing delays.
• Maintaining clear visibility of operational performance through accurate data and reporting.
• Establishing strong team accountability and consistent individual performance.
• Ensuring effective daily coordination and alignment with US-based management.
• Identifying and recommending practical opportunities for continuous operational improvement.

Why Consider This Opportunity?

This role offers an opportunity for an experienced operations professional to take ownership of a dedicated shared services team within an international professional services environment.

The position combines hands-on people management, data-driven performance monitoring, quality assurance and cross-border operational coordination.

It is particularly suited to individuals who enjoy improving operational performance, developing teams and delivering measurable results.

Important: This is an operations management position, not a legal practitioner role. A legal qualification or previous legal industry experience is not required. The emphasis is on operational leadership, performance management, data analysis and quality-driven service delivery.