NUR IRDAWATY BINTI AB MANAP
Operations Manager
PUTRAJAYA
Summary
Dynamic and results-driven professional with over 12 years of diverse experience in customer service, manufacturing, logistics, marketing, and operations. Expertise includes business management, sales and marketing, and customer service and call center operations, supported by a strong foundation in land and sea transportation. Proven ability to streamline processes in general and variable data printing, security printing, and postal and courier services. Committed to leveraging a business-savvy approach to drive growth and enhance operational efficiency across various sectors.
Overview
12
12
years of professional experience
10
10
Certificates
1
1
Language
Work History
Branch Operations Manager
Percetakan Nasional Malaysia Berhad (PNMB)
01.2014 - 05.2016
- Company Overview: Agency under the Kementerian Dalam Negeri
- Coordinate and monitor the processes involved in the recent State General Election of Sarawak, By-Elections for Selangor and Perak to ensure that delivery and printing of ballot papers are executed according to the schedule.
- Coordinate and liaison to HR related matters such as PMS (Performance Management System), transfers, promotions, appraisals, training and upgrading of branch employees with Human Capital Division.
- Responsible in preparing and formulating annual strategic business plans as well as sales target for the branches and outlets for management’s review.
- Member of the Branch Rationalization Program team representing Branch Operations Department. This program is primarily aimed at incepting and implementing a process-centric approach in order to have monitoring tools on critical areas such as operation, Human Capital, financial performance, ERP system and costing.
- Coordinate, and ensure smooth delivery of information from MD’s office to relevant parties within and outside of the company.
- Gathers monthly reports from branches & outlets and produce a monthly analysis on data and relevant information pertaining to operational function.
- ISO 9001: 2008 certified internal auditor.
- Monitor progress of every branches and outlets to ensure their monthly sales performance and KPI achievements meet timelines, budgets and targets by presenting monthly branch operational updates to the management.
- Acts as liaison officer between PNMB and government/non government agencies such as KDN and MOF.
- Coordinate and monitor the docket progress or inter-branch job with HQ production to ensure the job completion according to requested delivery date.
Associate II
Pos Malaysia Berhad
08.2010 - 08.2013
- Coordinate, participate and prepare management reports for projects that include new ideas, systems and workflow for feasibility - CRM Enhancement Program. The activities include giving internal support/consultancy services on re-engineering of method and processes as well as business development.
- Coordinate and prepare monthly report on CRM performance; escalation and resolution of cases for PosLine related report such as Abandoned Calls and Dropped Calls.
- Appointed as Risk Officer to coordinate, monitor department's Risk Profiling and Risk Management.
- Plan, coordinate and prepare management report for customer service activity known as ICE (Ideal Customer Experience) Program with PosLaju throughout the country towards continuous improvements in customer service.
- Plan, coordinate the team and prepare management report for Pos Malaysia’s website enhancement programs in terms of knowledge based applications and customer interactions such as ASK POS, Customer Feedback Forms, FAQs and product information updates.
- Provide internal and coordinate external staff training and coaching of front liners including how to handle customers’ enquiries in a friendly and professional way; i.e. Telephone Skills and Etiquette training.
- Conduct briefings to delivery branches and PosLaju Centres on internal customer satisfaction surveys and customer driven activities.
- Conduct PosLaju branch rating in customer service: evaluate branch performance to achieve positive feelings by the public.
- Arrange quarterly meeting with Pos Malaysia SBUs to share experience, information, improvise or innovate customer service strategy as well as on operational issues.
- Handle initial contact of inbound call including customer greetings and service need identifications.
- Deliver and maintain quality customer service in the proper manner, by assisting Customer Care team in resolving customer’s operational problem and complaints.
- Conduct Internal and External Customer Satisfaction Survey (CSI) with collaboration from Synovate and various other customer related surveys nationwide to gauge the customer’s satisfaction level on services and facilities provided by Pos Malaysia.
Assistant Manager
Poslogistik (Currently known as Transport Management)
05.2007 - 08.2010
- Coordinate, participate and prepare management report for the Tender for Appointment of Pos Malaysia Logistics Service Provider for international sea operation which valued at RM1.5mil. It is estimated that international sea operational cost have been cut down by 10%.
- Attaining and gathering of data and information as required by the company from time to time.
- Participate, assist and/or monitor project undertaken by the company toward completion and optimization of Group Transportation cost.
- Prepare the information, technical or any other report necessary related to Logistic Service Standard and Land On-Time performance.
- Liaise with business partners/associates, consultants, clients, suppliers any any other party, as the job and company may require.
PosMel (Marketing Department)
08.2005 - 05.2007
- Key account manager for both government and private sectors
- Assists in formulation, planning and implementing of sales & marketing strategies encompassing product development, pricing, advertising and promotions.
- Accountable for the achievement of sales targets for projects assigned and possess the ability to conduct market research and product analysis.
- Create new alternative channels to sell and distribute Pos Malaysia products
- Coordinate and initiate the creation of value added services – Total solution for customers.
- Prepare regular report on key competitors and customer trends.
- Build up good relationship with customers and recognize opportunities that can be captured within.
Business Development Executive
Major Crest Management Consultant Sdn Bhd
09.2004 - 07.2005
- Company Overview: located at Kelana Business Centre
- Prepare research proposal & project planning
- Formatting survey questionnaires
- Participate in the fieldwork with the Operations Department
- Data analysis & report writing
- Conduct Focus Group Discussion
- Client servicing and key account manager
Education
Bachelor (Hons) Of Business Administration - Marketing
Universiti Tenaga Nasional
Selangor01.2004
Skills
Organizational strategy development
Branch operations management
Service excellence
Operational efficiency management
Team player
Marketing
Human resources management
Microsoft Words >5 Years (Proficient)
Microsoft Power Point >5 Years (Proficient)
Microsoft Excel >5 Years (Proficient)
Completed Grade 6 music program
Certification
Participated in numerous Customer Service, Leadership and Supply Chain Solution programs, workshops and conventions, i.e. held by Frost & Sullivan as well as other reputable training providers.
Timeline
Branch Operations Manager
Percetakan Nasional Malaysia Berhad (PNMB)
01.2014 - 05.2016
Associate II
Pos Malaysia Berhad
08.2010 - 08.2013
Assistant Manager
Poslogistik (Currently known as Transport Management)
05.2007 - 08.2010
PosMel (Marketing Department)
08.2005 - 05.2007
Business Development Executive
Major Crest Management Consultant Sdn Bhd
09.2004 - 07.2005
Bachelor (Hons) Of Business Administration - Marketing
Universiti Tenaga Nasional
Languages
Good in written and spoken English and Bahasa Melayu.
Extra Curricular Activities
UNITEN Golf Handicap Certificate Member of Theater Club Horse Care & Management Course Member of the Kayak Club Music Yamaha Music Gred 6 Certificate
Strength
Have excellent communication skills, a team player, pleasant personality, creative and responsive to changes.
Possess Own Transport
Yes (Car)
Salary
RM 5,700
Expected Monthly Salary
Negotiable
Expected Benefit
Basic Coverage (medical, dental, EPF, SOCSO) plus existing company benefit.
Availability
2 weeks notice
Preferred work location
Putrajaya, Cyberjaya and Klang Valley
References
Abdul Ghani, Bin Shariff, Head of Branch Operations, ghani@printnasional.com.my, 03-92366888, 019-2210127, Percetakan Nasional Malaysia Berhad, Jalan Chan Sow Lin, Kuala Lumpur, 50554
Extra Curricular Activities
UNITEN Golf Handicap Certificate Member of Theater Club Horse Care & Management Course Member of the Kayak Club Music Yamaha Music Gred 6 Certificate
Strength
Have excellent communication skills, a team player, pleasant personality, creative and responsive to changes.
Possess Own Transport
Yes (Car)
Salary
RM 5,700
Expected Monthly Salary
Negotiable
Expected Benefit
Basic Coverage (medical, dental, EPF, SOCSO) plus existing company benefit.
Availability
2 weeks notice
Preferred work location
Putrajaya, Cyberjaya and Klang Valley