Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Kenn Brandon Nilsson

Kenn Brandon Nilsson

Assistant Operations Manager
PUCHONG

Summary

Assistant Operations Manager with a proven track record of excelling in crisis management, team leadership, and operation management.


Recognized as MVP Team Leader of the Year 2022, driving performance metrics and optimizing processes to foster a high-performing culture through coaching and strategic planning.


Strong focus on optimizing processes, leading teams, and delivering results with skills in resource allocation, workflow optimization, and problem-solving.


Known for adaptability, reliability, and fostering a collaborative environment to meet organizational goals.

Overview

15
15
years of professional experience
2
2
Languages

Work History

Assistant Manager of Operations ( Retail )

TDCX
08.2022 - Current
  • Analyzed and monitored all client Service Level Agreements (SLAs), developing and implementing strategic improvement initiatives to enhance service delivery and client satisfaction.
  • Drove revenue growth by collecting and analyzing data on billable and non-billable hours, supporting forecasting, budgeting, and financial planning to meet short-term and long-term organizational objectives.
  • Recruited, trained, and developed team members, overseeing performance management, workload planning, and ensuring compliance with organizational policies and legal standards.
  • Managed and evaluated operational metrics, including attendance, adherence, Performance Improvement Plans (PIPs), client scorecards, and other key performance indicators to ensure optimal team performance.
  • Cultivated and maintained strong relationships with client partners to support ongoing collaboration and business development efforts.
  • Led and mentored direct reports to ensure consistent application of corporate policies and standards, implementing corrective actions as needed to meet operational targets.
  • Conducted regular one-on-one coaching sessions with team members to discuss individual and team performance, fostering professional development and continuous improvement.
  • Promoted a positive work environment through employee engagement initiatives; addressed employee relations issues promptly and professionally.
  • Participated in cross-functional meetings involving Training, HR, Quality, Workforce Management, and Talent Acquisition to analyze operational data, identify issues, and develop action plans for process improvements.
  • Implemented best practices to exceed client expectations, optimize staffing strategies based on feedback from Business Development and clients, and adapt operations to evolving requirements.
  • Delivered comprehensive business review presentations to clients, highlighting performance metrics, improvement initiatives, and strategic planning.
  • Managed a team of leaders and subject matter experts, providing mentorship and guidance to foster career growth.
  • Supported agent development by mentoring team members into SME, QA, and trainer roles.
  • Achieved 100% SLA KPI compliance across 8 channels under 4 brand banners for the past 18 months.
  • Successfully recruited and retained sufficient staffing levels to meet project demands since launch.
  • Served as a trainer for one year, designing and delivering training on new materials and quarterly communication modules.
  • Assumed responsibilities as Workflow Manager, overseeing planning, forecasting, shift assignments, and real-time monitoring of agent breaks and attendance.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Coordinated with other departments to improve overall company efficiency and effectiveness.

Senior Operations Team Leader ( E-Commerce )

TDCX
08.2022 - 01.2024
  • Handling the daily operations for Metamall SG Campaign. (LAZADA)
  • Achievements : Special Award : MVP Of The Year 2022 - Team Leader
  • Managing daily operations of a customer service team.


  • Implemented strategies for work and attendance monitoring, maintaining high standards of productivity and performance.
  • Conducted regular coaching sessions to enhance team members' performance, resulting in the consistent achievement of weekly and monthly performance metrics.
  • Identified performance-related issues and formulated action plans for improvement, demonstrating a proactive approach to problem-solving.
  • Ensured service delivery aligned with contractual KPIs and financial expectations, contributing to customer satisfaction and retention.
  • Facilitated Daily team meetings, as well as lead Monthly & quarterly business reviews.
  • Organized events for staff motivation, rewards, and recognition, as well as budgeting for monthly company events.
  • Led crisis management efforts, minimizing operational disruptions and maintaining business continuity.
  • Analyzed data to identify opportunities for process optimization and cost reduction initiatives.
  • Identified potential risks associated with new projects or processes before implementation in order to mitigate any negative impacts on the business.
  • Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.

Operations Team Lead ( Trust & Safety )

ByteDance
01.2020 - 07.2022
  • Responsible for localizing working processes and strategies, solving content concerns for international users with cross-functional teams globally, such as content moderations, product, and public relations teams.
  • In charge of handling the operations for the content moderation team in the Tik Tok app, in Europe, Pakistan & Bangladesh Region.
  • Led a team of content moderators, overseeing day-to-day operations and ensuring compliance with content policies and guidelines.
  • Implemented and maintained robust processes for content review, guaranteeing accuracy, consistency, and efficiency.
  • Provided guidance and mentorship to team members, conducting regular performance evaluations and coaching sessions to enhance moderation accuracy and efficiency.
  • Collaborated cross-functionally to refine content policies and procedures, contributing to a more effective moderation framework.
  • Acted as a point of escalation for complex content-related issues, utilizing expertise to resolve disputes and ensure appropriate action.
  • Developed and delivered training programs to new hires, ensuring a comprehensive understanding of content guidelines and moderation practices.
  • Monitored and analysed team performance metrics, identifying areas for improvement and implementing strategies to enhance overall efficiency and quality.

Team Leader ( LAZADA )

Concentrix
01.2019 - 01.2020
  • Managing the team and daily operations for Lazada Campaign for Seller accounts.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Implemented strategic plans to enhance team performance and productivity.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

Senior Team Leader ( SHELL )

Star CRM (M) Sdn Bhd
01.2018 - 12.2018
  • Generated and shared comprehensive and detailed reports about team performance, mission-related objectives and deadlines.
  • Led a team of individuals in achieving quarterly sales targets, exceeding goals.
  • Organized weekly meetings to review progress against goals and objectives.
  • Conducted team member meetings and updated members on best practices and continuing expectations.
  • Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.

Senior Team leader

UTS Marketing Solutions Sdn Bhd
11.2014 - 12.2017
  • Managed a team of up to 20 sales agents.
  • Conducted regular staff meetings to discuss best practices in insurance sales techniques.
  • Offered policy guidance and management to promote asset protection.
  • Provided guidance and mentorship to team members on insurance related topics.
  • Created monthly reports detailing team progress and results.
  • Stayed abreast of new product offerings and industry trends to provide up-to-date advice to clients.
  • Discovered training needs and provided coaching.
  • Set clear team goals and delegated tasks and set deadlines.
  • Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.

Assistant Manager Marketing Communications

JFPS (M) Sdn Bhd
07.2012 - 04.2014
  • Managing the team for Marketing Communication, covering sales, graphic design and PR team.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Produced thorough, accurate and timely reports of project activities.
  • Created and managed budgets for travel, training, and team-building activities.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Assigned work and monitored performance of project personnel.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Key Account Manager

Taf'eel Design Studio
05.2011 - 06.2012
  • Collaboration with a team of graphic & website designers.
  • Research & Development for creative campaigns.
  • Business Development.
  • Project management for current clients.
  • Project tie-up & sourcing.

PR Consultant

Rantau PR
01.2010 - 01.2011
  • Media Monitoring.
  • Handling VIP's and WIP client meetings.
  • Media Relations - In charge for media registration upon events. e.g : Press conference, event & product launches.
  • Market research.
  • Media visits and consultation to clients.
  • Relationship building with media.
  • Media aligning for interviews.
  • Ideas and gambits for events.

Education

Bachelor of Business Administration (BBA) - Human Resources Management and Services

Tunku Abdul Rahman College

Insurance - undefined

Malaysian Insurance Institute

Takaful Basic Examination (TBE) - Takaful Insurance

Malaysian Takaful Association

Skills

    Employee supervision

    Training and mentoring

    Scheduling coordination

    Team building

    Performance analysis

    Operational efficiency

    Operations management

    Process improvement

    Operational planning

    Compliance monitoring

    New employee hiring

    Teamwork and collaboration

Timeline

Assistant Manager of Operations ( Retail )

TDCX
08.2022 - Current

Senior Operations Team Leader ( E-Commerce )

TDCX
08.2022 - 01.2024

Operations Team Lead ( Trust & Safety )

ByteDance
01.2020 - 07.2022

Team Leader ( LAZADA )

Concentrix
01.2019 - 01.2020

Senior Team Leader ( SHELL )

Star CRM (M) Sdn Bhd
01.2018 - 12.2018

Senior Team leader

UTS Marketing Solutions Sdn Bhd
11.2014 - 12.2017

Assistant Manager Marketing Communications

JFPS (M) Sdn Bhd
07.2012 - 04.2014

Key Account Manager

Taf'eel Design Studio
05.2011 - 06.2012

PR Consultant

Rantau PR
01.2010 - 01.2011

Insurance - undefined

Malaysian Insurance Institute

Takaful Basic Examination (TBE) - Takaful Insurance

Malaysian Takaful Association

Bachelor of Business Administration (BBA) - Human Resources Management and Services

Tunku Abdul Rahman College

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Kenn Brandon NilssonAssistant Operations Manager