Deskripsi Pekerjaan
Are you a calm, analytical professional who thrives in high-pressure environments? TDCX is seeking a detail-oriented Crisis Management Specialist to join our elite operations team in Malaysia. In this role, you will be the backbone of our incident response protocols, ensuring seamless business continuity and protecting our clients' reputations during critical service disruptions.
You will play a pivotal role in identifying operational risks, coordinating rapid response teams, and delivering clear communication across internal and external stakeholders. This is an exciting opportunity to showcase your problem-solving skills in a fast-paced, global outsourcing environment where every decision counts.
At TDCX, we foster a culture of excellence and empowerment. If you possess a proactive mindset, exceptional interpersonal skills, and a desire to manage complex scenarios with precision, we want to hear from you.
Tanggung Jawab
- Develop and maintain comprehensive crisis response plans and Standard Operating Procedures (SOPs).
- Lead cross-functional teams during active incidents to ensure timely resolution and minimal business impact.
- Conduct thorough post-incident reviews to identify root causes and implement corrective strategies.
- Monitor operational metrics to proactively identify potential risks before they escalate into crises.
- Serve as the primary point of contact for internal stakeholders regarding emergency situation updates.
- Maintain precise documentation of all crisis-related activities for auditing and reporting purposes.
- Facilitate training sessions and simulation drills for staff to ensure organizational readiness.
Kualifikasi
- Bachelor’s degree in Business Continuity, Risk Management, Communications, or a related field.
- Minimum 3-5 years of experience in crisis management, customer service operations, or incident response.
- Proven ability to remain calm and decisive under extreme pressure.
- Excellent verbal and written communication skills in English; additional regional languages are a plus.
- Strong analytical capability with the ability to interpret complex data sets for decision-making.
- Demonstrated experience in stakeholder management and cross-departmental collaboration.
- Familiarity with industry-standard risk management frameworks and operational compliance.