🇲🇾 Syed Hadzim

Experienced Project Leader with a Focus on High-Value Delivery ● Lead High-Value Projects: Spearhead multi-million dollar projects, driving significant revenue growth and EBIT ● Manage Large, Cross-Functional Teams: Oversee 800+ employees across 5+ lines of business and more than 2 SOWs, providing direct leadership to Senior Ops Manager and Operations Managers. ● Navigate Stakeholder Landscape: Cultivate relationships with 5+ external and internal stakeholder groups, ensuring alignment and transparent communication. ● Strategic Planning & Execution: Develop and execute comprehensive project plans, timelines, and budgets, optimizing resource allocation. ● Inspire & Motivate Teams: Motivate project teams to meet objectives, fostering a collaborative and results-driven culture. ● Proactive Risk Management: Identify and mitigate risks throughout project lifecycles, preemptively addressing potential challenges

With the exponential growth, I was appointed as an Operations Manager and a Global Transformation Lead for the project. As an Operation Manager, I manage team leaders on a daily basis and am responsible for selecting them, growing them, motivating them and supervising that they deliver the best work not only from the operations point of view but as people leaders. For the Global Transformation Lead, I am responsible for overseeing all areas of a business, implementing any operational changes and delivering measurable improvements. As well as ownership and management of strategic project related to project or operation technology roadmap and control initiatives and remediation

As a Assistant Operation Manager, I’m playing a role as manager , I lead end to end Operation business including cost and revenue, I’m proud and privileged to lead over 70 talented Sr.Analysts,Analysts,Subject Matter Expert,QA’s who come to work everyday to co-innovate and make a difference with our clients to transform their operation and drive superior outcomes. Other responsibilities; Operation Excellence POC - applied Six Sigma method, ISO 9001 and drive operation into automation stage. Asset Management - responsible to process creation, process compliance, audit, accurate inventory and reporting. In Jan 2019, I was appointed to Information Security Group to lead our project ensuring compliance and practice of Information Security Management System (ISO 27001 -ISMS)

As Team Lead of Accenture Operation, I lead a team of more than 40 content moderation analyst with multiple languages, we drive measurable value for client with an aim to reach client project outcome. Our team had the opportunity to work with the world's largest technology company (client) and able to contribute changes and make a different impacting 2 Billion users around the world. With previous experience as ISO Champion, I was given additional responsibility as Business Excellence POC in order to manage the operation comply with Operational Excellence Standard.

After a year as Backup Team Lead for EMEA & SME, I wanted a new challenge. I was given a chance to lead a team of 40 Technical Analyst, SME and shift leads and the team are providing 24/7 support globally. As a Team Lead of service desk supporting global, I was responsible to ensure our voice,email,webchat,partner support team are able to meet Operation SLA, had the opportunity to engage with Account Delivery Manager, Global Coordination Team and other stakeholders in order to ensure process and operations are aligned. During my time as Team Lead, I helped Project “M97 Mission” ensuring Customer satisfaction (CSAT) reaching 97% in weekly basis. My role is to analyze, identify and validation of all cases or DSAT and work with support team to find a better solution to solve client issues (DSAT) and propose a new strategy to the operation. I was then asked to lead an “Incident Process” Project to work with 2nd level support and Global Coordination team to calibrate and re-align processes according to “Standard Work Instruction (SWI) ” and “Standard of Work (SOW)”. With the success of project “M97 Mission” and “Incident Process” and my experiences, I was again asked to be the ISO champion, Operation has given me their trust to manage and ensure the compliance of ISO 9001 (Quality Management System), ISO 20000-1 (Information Technology), ISO 27001 (Information Security Management) and HPE Standard and Compliance.

Starting as a Technical Analyst, my primary role is providing front-line technical support to end users on various technical issues relating to hardware, software and peripherals. Able to analyze the issue and provide correct support. In 2014 I was asked to be SME and backup Team Lead for EMEA (Europe,Middle East and Africa) support. This role gave me the opportunity to provide backend support to EMEA Technical Analyst in terms of processes, documentation, escalation channel, 2nd support.

I was the executive for the company and responsible for more than 30 interpreters from more than 10 countries, we provide language services to Embassies, Malaysian Courts, Government sector and also the private sector. As an executive, I need to ensure we have a good relationship with all stakeholders.