Deputy / Assistant Manager, ERP Operations

About the role

This role sits within a team responsible for the day-to-day operations of the ERP Call Support function, helping deliver quality customer service and stakeholder engagement. The Deputy / Assistant Manager manages public feedback and enquiries, responds to internal and external stakeholders on ERP matters, and provides timely, accurate written answers.

Key responsibilities

• Manage feedback and enquiries from members of the public, and respond to queries from internal and external stakeholders on ERP-related matters
• Provide timely, accurate written responses and assist customers so they have a positive service experience
• Maintain and update operational documents, standard operating procedures, ISO documentation, user manuals, FAQs and knowledge base resources
• Monitor, analyse and maintain operational statistics and performance metrics
• Prepare management reports and support data-driven decision-making
• Identify opportunities to improve service processes and customer experience
• Support ERP operational activities and projects as assigned

Required profile

• Knowledge in any discipline; fresh graduates are welcome, and candidates with other qualifications and relevant experience will be considered
• Strong written and verbal customer service and communication skills
• Ability to manage multiple enquiries and stakeholders effectively
• Good analytical and reporting skills with attention to detail
• Ability to translate technical concepts into simple terms
• Proactive, team-oriented and adaptable in a dynamic operational environment

Required skills

• Proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Understanding of ERP policies, procedures, systems and operational requirements