Mohamad Mazlan (Azrul)
Business Process Engineer at PCCW Solutions Limited- Claim this Profile
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English Native or bilingual proficiency
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Malay Native or bilingual proficiency
Topline Score
Bio
Credentials
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Management: Top Tips
LinkedInJun, 2020- Nov, 2024 -
Developing Assertive Leadership
LinkedInMay, 2020- Nov, 2024 -
Leading without Formal Authority
LinkedInMay, 2020- Nov, 2024 -
Putting ITIL® Into Practice: Applying ITIL® Foundation Concepts
LinkedInMay, 2020- Nov, 2024 -
Working with Difficult People
LinkedInMay, 2020- Nov, 2024
Experience
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PCCW Solutions Limited
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Hong Kong
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IT Services and IT Consulting
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100 - 200 Employee
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Business Process Engineer
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Jul 2020 - Present
Client: StarHub Ltd, SingaporeCo-assist Business Process Re-engineering manager to partner with clients to improve and re-engineer current business operations to deliver measurable savings, additional revenue, and cost avoidance. Analyze and document business operation's current (As-Is) processes and future (To-Be) state process. Utilize modeling tools to visualize and clarify current (As-Is) and future (To-Be) workflows in reference to eTOM standard guidelines. Recommend and implement changes as needed to ensure the business objectives are met.
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Axiata Digital Labs
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Sri Lanka
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IT Services and IT Consulting
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700 & Above Employee
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Service Delivery Manager
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Nov 2019 - Jul 2020
Client: Celcom Axiata BhdManaged and monitored results of a team of 18 people to ensure internal and external SLA's are metDirected team in fast-paced/high volume environment utilizing case management system to process an average of 3k cases monthlyIncident Management of Severity 1 and 2 incidents and resolved customer escalations with L2 escalation supportIncreased application/systems performance uptime for all in-scope applications through system and process re-design, resulting in a 20% gain in KPIs and SLAs and the mitigation of information and system security audit deficiencies associated with contract terms.Developed effective client relationships which led to high client satisfaction scores.Conducted ongoing internal team meetings to set priorities and timely resolve outstanding issues
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Huawei
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China
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Telecommunications
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700 & Above Employee
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Service Delivery Manager
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Mar 2018 - Nov 2019
Huawei CBS Manage Services & Support office management for Celcom Axiata BhdIssue Tracking and Ticket follow-ups with Back Office Team and escalation to Higher Management for any critical casesWorked closely with Incident/problem managers to translate a repeated issue into a problem ticketSOP's development to aligned internal process with customer's expectations to provide better customer experiencePreparation of Monthly System/Service/Incident/Complaint management reportsDay to day identification of top issues and highlighting to peer & higher managementManaged team of 10 people to work closely with 2nd level support teams for service requests and change request to be carryout on systemWork instruction preparation for Front office team to enhance their knowledge baseTeam player from CBS MS operation in supporting the migration transition activity for Celcom New Converge Biling System Project for (PostpaidJul2018) and (PrepaidNov2018)
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iFactory Solutions Sdn Bhd
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1 - 100 Employee
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Senior Business Analyst
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May 2017 - Jan 2018
Client: RHB Bank Bhd1. Deliver a business case studies to improve service assurance at RHB Branches by extending ONYX CRM system for logging and tracking of customer’s issue and service request. The improvement scopes cover regional office and all 210 RHB branches. Improvise the types of service request and service provider (party to investigate and resolve the issue) escalation process to resolve customer’s issue escalation within the Turn Around Time.2. Performed a system study in gathering information on admin support for 110 lists of shortlisted systems been used by RHB Retail Banking group. Collating information on the updated system and business owner for each system, type of business user admin roles activity, procurement & renewal of user licenses agreements and an average of systems and business change request yearly.This study will provide a better insight into management decision in restructuring whether a centralized or decentralized change management unit/department/ division for a better operating cost effectiveness and smart spending.3. Perform a business analyst role and assist business design lead in managing the full cycle of enterprise CRM of (3) change request from the business user. This is done by doing an analysis and verify requirement for completeness, consistency, feasibility, and conformity to the standard.Translate conceptual user requirement into a functional requirement in a clear manner that is comprehensible to developer and project team.Develop test cases/scenarios, perform UAT including bug identification and fixes.
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U Mobile
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Malaysia
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Telecommunications
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700 & Above Employee
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Customer Engagement Support Manager
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Sep 2016 - May 2017
Leading a team in overall support and development of all customer engagement touch point. The role is to support various customer engagement channels. Operating a Customer Engagement Support Help Desk to handle operational issues relates to the business support system, process & product enquiries in ensuring high service delivery standard to provide good customer service experience to customers.Collate, review and implement the process to improve customer experience, in addition, to ensure that the frontline is supported, trained and equipped with the right tools to support existing product and services. Coordinate and facilitate new system initiatives, enhancement, system user guide and provide Operation System support for Business Support System.
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Celcom Berhad
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Malaysia
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Telecommunications
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700 & Above Employee
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Business Specialist
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Jun 2012 - Aug 2016
Project: Delivery of BSS Transformation Project (Release 1&2) in 20months projected timeline. (R1: June 13; R2: April 14).Implemented seamless store inventory tracking system onto more than 70 client business touch points and 250 partner channels within the first phase of the project.Implemented new Oracle Siebel CRM application to Contact Centre users & back office supports involving more than 700 users.Introduce & revise total of 137 processes supporting BSS Transformation project for R2.Work with the Application Teams, including Integrated Channels (Portal), CRM Systems, Order Management & Integration, and Integrated Channels (Others) to ensure delivery of the end-to-end Oracle solution across the program releases.Provide process & operational guidance to ensure that the CS engagements are smooth across the program delivery lifecycle.
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Business Analyst
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Aug 2011 - Aug 2016
Lead Customer Service Improvement Team on any enhancement project related to the web application, IVR and Integrated Customer Care System (AMDOCS).Established self as the key person in liaising with users, who manage business users’ expectation and understanding of end-to-end application design and build, as well as delivery status tracking.Led delivery of more than 90 CRs for AMDOCS CRM application.Introduce & revise more than 55 type of CS operational & customer handling processes.
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Assistant Manager
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Nov 1997 - Jul 2011
Job Title: HOS – Customer Care System & Process • Perform impact analysis / risk assessment of any process or capability changes by referring to process / system owners and all users of the process / system to prevent unwanted after-effects. • Identify the risk & perform gap& impact analysis for any new/enhancement required for the processes/Customer Care Management System system/procedures/policies/3rd level document• Develop test cases for IT system’s user acceptance test to ensure delivered system enhancements are fit for release.• Coordinate high level requirement specification for Customer Care Mgt Sys (CRM Application) new features/enhancement • Review Customer Care Mgt Sys (CRM Application) system features & coordinate improvement required from the users
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RHB Banking Group
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Malaysia
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Financial Services
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700 & Above Employee
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Officer Grade 1
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Apr 1996 - Oct 1997
Managing & supervising the bank front counter operation Approve daily end day balancingManaging Hire Purchase application and approvalsAll other related banking stuff Managing & supervising the bank front counter operation Approve daily end day balancingManaging Hire Purchase application and approvalsAll other related banking stuff
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Education
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1992 - 1994
Universiti Teknologi MARA
Dilpoma, Business Studies
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