Job Description

It\'s never been a more exciting time to join Vistra.At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business - to help our clients achieve progress without friction.But progress only happens when people come together and take action. And we\'re absolutely committed to building a culture where our people can do just that.We have an exciting opportunity for you to join our team as Head, Corporate Secretarial - Malaysia. This is a full-time and permanent position is based in Kuala Lumpur, Malaysia, allowing you to make a significant impact to our Corporate Secretarial Services and its\' growth.Key responsibilities:

• Provide leadership and direction to the corporate secretarial team, fostering a positive and collaborative work environment while overseeing the management and compliance of a wide spectrum of corporate secretarial tasks and requirements.
• Lead strategic initiatives to enhance the corporate secretarial function, aligning with organizational goals and driving continuous improvement.
• Lead the planning, execution, and monitoring of any migration projects related to corporate secretarial functions, coordinating with relevant teams to ensure seamless transitions and integration of processes, systems, and data.
• Prepare the corporate secretarial team for future growth, ensuring scalable operations that can adapt to increasing demands.
• Contribute the continuous improvement through the implementation of key initiatives such as standardizing SOPs, templates, structured technical training, document management systems (DMS) and naming conventions, and automation to ensure consistency, efficiency, and compliance.
• Develop and implement staffing plans to appropriate levels to ensure sufficient resources to meet operational needs while also managing costs and balancing capacity across the team.
• Monitor key performance metrics to enhance operational performance while leading and inspiring team members through mentoring and capacity building, empowering them to execute their roles effectively and efficiently .
• Serve as a point of escalation or communication for both team members and business unit stakeholders, building and maintaining strong relationships to ensure the company\'s operational needs are met and fostering collaborative solutions to challenges.
• Accountable for the provision of services to the client in line with contractually agreed KPIs and SLAs and ensure that the clients\' needs are met or exceeded according to contractual service obligations while achieving cost effective delivery
• Manages the customer service delivery review process including attending key customer review meetings as required to discuss operational performance against objectives and explore opportunities to improve the customer experience
• Engages with customers as needed to manage service quality issues and escalations leading the timely resolution of issues
• Regularly reviews the commercial performance of the service and product portfolio and the Service Quality and Cost to Serve performance and metrics for the team.
• Ensures the continued skilling and upgrading of the service delivery teams so that individuals are well equipped to deliver the required services and are proactively developed to meet future needs
• Creates high performance teams and fosters a service quality, innovation and continuous improvement culture.

Key requirements:

• At least 10 years of people management experience within a customer service environment managing large teams
• Strong business acumen with the ability to think strategically and to understand a customer\'s underlying business and organizational needs
• Customer management experience with strong service orientation with the ability to have difficult customer conversations

Company Benefits:At our Malaysia office, we believe in putting our employees\' well-being first! We offer a flexible hybrid working arrangement and birthday leave.Additionally, we provide comprehensive medical insurance and dental coverage, wellness allowance and competitive annual leave entitlement to support your well-being and time to recharge or explore your passions out of work.As advocates of continuous learning and professional development, we provide an internal mentorship program and reimburse professional membership fees for certifications like ICSA, ensuring you stay ahead in your field.If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!Location:MY

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