5. Table of Contents
SectionPage
Foreword
Project Background
arget Audience
k
ofessionals do
itle List
ofessionals do
itle List
ofessionals do
e
itle List
cing
cing Professionals do
itle List
99
6. 2
Datuk Badlisham Ghazali
Chief Executive Officer
Multimedia Development Corporation
(MDeC)
MESSAGE FROM THE
CHIEF EXECUTIVE OFFICER
It is our pleasure to share with you the second edition of the MSC Malaysia
Skills Competency Matrix (SCM) 2.0 for the ICT industry in Malaysia.
Four years have passed since Multimedia Development Corporation (MDeC)
first embarked on this industry leading exercise. The goal of the study was to
establish a common Terms of Reference for knowledge workers, employers in
the ICT sector, institutions of higher learning (IHLs), and government planners.
To fulfil the purpose of the SCM, being a living document, we have refreshed
the Skills Competency Matrix with new industry developments and insights.
The revised SCM2.0 now includes relevant industry certifications commonly
sought after by employers and industry practitioners, as well as experience
and qualification to commensurate with appropriate salary ranges from the
entry level to senior or advanced stages of career. On top of that, the SCM2.0
also provides job demand indicators.
The rapid pace of technology has resulted in the need for everyone to keep up
with the demands of being up-to-date with the latest skills and competencies.
MDeC has identified the need for specific interventions to be undertaken on
skills and competencies, from time to time as per the requirements of the
industry and expertise. The interventions are in the form of providing
up-skilling training and certification training for the young workforce in the
identified sectors of the ICT industry.
Since then, newer jobs have also been created and among them are mobile
applications developer, colorist, cloud architect, contract management
specialist and process improvement specialist. We can expect more new jobs
to emerge as technology trends change and MDeC, as the driver of the
National ICT Initiative – MSC Malaysia and the National Digital Economy
Initiative – Digital Malaysia, will liaise with the industry players, institutions of
higher learning and the government in ensuring the demand for knowledge
workers is constantly met and contributes towards the country’s ambition to
become a high-income economy. We hope that the updated SCM2.0 will
continue to assist the industry and institutions of higher learning as terms of
reference in the efforts to reduce the gap between skills required and supplied.
On behalf of MDeC, I would like to express our gratitude to all the contributors
who have helped to further enhance the Skills Competency Matrix 2.0 for the
ICT industry in Malaysia.
Thank you.
7. 3
PROJECT BACKGROUND
Following up on the successful introduction of the Skills Competency Matrix in 2010, Multimedia Develoment
Corporation (MDeC) resumes its charter in striving to improve the validity and relevancy of the document by
commissioning the Skills Competency Matrix 2.0 (SCM 2.0).
Under the supervision of MDeC's Talent Division, an extensive online survey was set up to solicit latest data
points from the ICT industry. In addition, multiple road shows were conducted to introduce the objectives of
SCM 2.0 and seek active participation from the industry. Some companies volunteered their resources by
granting face-to-face interviews to provide an in-depth look at the challenges in finding the right talent and
verifying critical technical and soft skills requirement for each job title.
As a result, new elements such as certification, salary, and job demand information have been added to
SCM 2.0 on top of verifying and updating the existing information. We believe SCM 2.0 will be more useful
and relevant for all parties including policy makers, academic planners, industry leaders and knowledge
workers.
MDeC is committed to develop the human capital for the MSC Malaysia and Digital Malaysia through
industry-academia collaboration that provides knowledge workers with exposure to in-demand skills
of the ICT industry.
The MSC Malaysia is part of the Government’s strategy to establish Malaysia as a global hub for information
and communications technology (“ICT”), as well as to drive the growth of a knowledge-based economy in
Malaysia. The creation of a conducive physical, business and legal environment within the MSC Malaysia in
order to attract and grow world-class ICT companies is at the heart of the Malaysian Government’s efforts in
realising its vision of the MSC Malaysia.
8. 4
WHY SCM 2.0
Term of Reference
Government
Employers
Government
Skills
Competency
Matrix
for
ICT Industry
Working
Professionals
Institutes
of Higher
Learning
Students
The supply and demand imbalance that has gone on for years in Malaysia resulted in intense competition
for talent and mounting pressure on the institutions of higher learning to produce and the industry to recruit
the right talent. Significant effort was spent studying the issue and solutions were put in place to reduce the
gap caused by the imbalance.
However, it was soon realized that there was no "common language" among all parties. While the industry
looks for essential job functions and experience, the academia refers to skills and knowledge learned.
SCM 2.0 documents the links between job functions and skills competencies in matrix format which then
serves as common terms of reference.
10. 6
In developing this matrix, a structured approach has been adopted to classify the job types and industry,
which follows a hierarchical system of classification used in the living organism study, or taxonomy.
The most logical principle of classification is defined in the Skills Matrix to group the jobs.
Mirroring the science of classifying living organism
THE APPROACH IN DEVELOPING
THIS FRAMEWORK
Living Organism
Level 1
Level 2
Level 3
Level 4
Order
Family
Genus
Species
Industry
Value Chain
Function
Skills
Skills Matrix
This document is organized by skill sets that are associated with job types based on job functions.
Each job type is grouped by the value chain (or job grouping) within a cluster. To keep abreast with the
development of the industry and improve the ease of referencing, the ICT industry is categorized into the
following clusters:
These clusters cover the majority areas of the ICT industry in Malaysia and can be leveraged upon to serve
as the benchmark for the industry based on current market conditions which end users should be able to
update with the evolution of technology and job functions within the next decade. Each cluster is further
broken down into various job groupings as shown in the diagram below. Further description of each cluster
and the job groupings can be found in following chapters.
)
)
Structure of the MSC Malaysia Skills Competency Matrix
Information
Technology
Shared Services
ICT Industry
Creative Content Pre-
Production
Creative Content
Production
Creative Content Post-
Production
Creative Content
Management
Software Engineering
Technical Support
IT Consultancy
IT Management
Call Centre
Human Resources
g
MSC Malaysia Competency Matrix
Creative Multimedia
11. 7
Online Survey
InterviewsSecondary Data
Input
SCOPE OF STUDY
Scope of Study
While the pilot study in 2010 involved over 2,000 MSC Malaysia and non-MSC Malaysia companies, SCM
2.0 involved over 500 companies. A few road shows were conducted and newsletters sent to promote the
objectives of the study to encourage participation.
Similar methodology of classifying the various Job Titles into specific Job Type was used in SCM 2.0.
Each Job Type in turn has a set of required and elective technical skills due to variations in the nature of
the work by different employers or companies. In addition, a set of generic and adaptable soft skills have
been defined to serve as a basis for easy adoption.
For SCM 2.0, the major efforts are focused on acquiring the industry certification, salary range, and the job
demand for each job type. Existing information was also updated and revised in the process. This is made
possible by a customized online survey, face-to-face interviews as well as research published by other
organizations.
20. 16
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
86
196
196
196
42
276
106
112
112
112
112
54
86
108
190
212
236
208
202
322
302
304
188
290
292
284
190
68
90
274
38
212
218
228
212
274
214
276
276
276
284
152
140
186
140
132
132
60
284
306
298
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
System Engineer
System Engineer(Oracle)
Systems Administrator
Systems Operator
Talent & Organization Performance Manager
Talent Acquisition Consultant
Talent Management Specialist
Team Lead
Team Leader(Accounting)
Team Leader-Financial Services
Team Leader-Telemarketing
Technical Architect
Technical Artist
Technical Director
Technical Helpdesk Analyst
Technical Illustrator
Technical Specialist
Technical Specialist(.Net)
Technical Specialist(Java)
Technical Support Engineer
Technical Support(Contact Centre)
Technical Writer
Telesales Agent
Telesales Executive
Telesales Representative
Telesales Team Leader
Test Development Engineer
Test Engineer
Test Engineer
Testing Engineer
Thermal Engineer
Thermal Machanical Solution Engineer
Tools Programmer
Training Consultant
Training Specialist
Transaction Banking Executive
INT30704
INT10901
INT41005
INT30505
INT30203
SSO30501
SSO30104
SSO30200
INT10800
SSO20104
SSO20202
SSO10702
INT10902
CMM21104
CMM40103
SSO10200
CMM10407
INT30705
INT40106
INT40606
INT30700
SSO10206
INT30800
SSO10306
SSO10307
SSO10308
SSO10703
SDD40200
SDD30400
INT10707
SDD30402
SDD21200
SDD21201
CMM20705
SSO10703
SSO30300
SSO20603
System Architect422
408
409
410
411
412
413
414
415
416
417
418
419
420
421
Special Effects Artist
SQL Database Administrator
SQL Database Architect
SQL Database Engineer
SQL Database Specialist
Storyboard Artist
Strategic Business Event Executive
Strategic Planner
Structural Design Engineer
Structural Designer
Structural Engineer
Studio Engineer
Studio Head
System Architect
CMM30403
INT20201
INT20202
INT20203
CMM10600
SSO10305
SDD10100
SDD20201
SDD20200
SDD20200
SDD20202
CMM20403
CMM30403
SDD10200
21. 17
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
Web Programmer
Web Programmer(PHP)
Webmaster
Writer
CMM21400
INT10502
INT30900
CMM10502
476
477
478
479
Web Developer475 CMM21401
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
294
32
86
258
154
84
56
32
86
86
52
110
130
216
44
44
74
74
182
216
40
Transaction Monitoring Manager
UI Artist
VFX Artist
Vice President
Video Driver Engineer
Video Editor
Videographer
Virtual Environment Designer
Visual Effects Artist
Visual Effects Supervisor
Visualization Specialist
VLSI Engineer
Voltage Regulator Engineer
Web Administrator
Web Animator
Web Designer
CMM30404
INT60309
SDD40306
CMM30307
CMM20504
CMM10105
CMM30400
CMM30405
CMM20301
SDD20109
SDD21101
INT30901
CMM10707
CMM10700
SSO20301
CMM10104
22. 18
Technical Skills Competency
JOB CODE JOB TITLE
SSO20100 Accounting Analyst
JOB DESCRIPTION
Provide accounting support to customers. Ensure
financial documents and systems practiced comply with
the legal and statutory requirements of the country where
the customers are operating in.
SIMILAR JOB TITLES
Accountant, Account Receivable (AR) Executive,
Account Payable (AP) Executive,
Team Leader - Accounting
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’s
Finance & Accounting Human Resources
Certificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize
and plan tasks as
schedule or ahead
of time
Can handle multiple
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Recognize
conceptual
trends and impact
of solutions to
moderate problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Recognize
conceptual
trends and impact
of solutions to
moderate problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
6 Managing People Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Suitable For
Entry Level
Contact Centre
301 302
11-15 Years7-10 Years3-6 Years0-2 Years
RM7,001-RM9,000RM6,001-RM7,000RM2,001-RM4,000RM2,001-RM3,500
ACCA, CIMA, CPA AUSTRALIA, ICAEW, LCCI
Fully proficient,
handle high
complexity or cross
organizational
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Perform with minimal
supervision and
able to handle
moderate scope
Perform at basic
level under
supervision with well
defined scope
Focus on process,
output and
performance to
industry standards
Develop new
aspects of subject
matter and
expectations
Understand the
impact of emerging
trends to area of
the expertise
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understand and
identify new aspects
of subject matter
and expectations
Has detailed
knowledge and
emerging trends of
the concept,
standards or area
of expertise
Know and use
industry tools/
standards
Recognize aspects
of subject matter
and emerging
expectations
Has detailed
knowledge of the
concept, standard or
area of expertise
Learn to use
industry tools/
standards
Articulate and
interpret the aspects
of subject matter
Has general
knowledge of the
concept, standard or
area of expertise
Shape the
organization
direction to ensure
success of business
Drive organization's
role in the success
of business
Understand team's
role in the success
of business
Understand
individual's role in
the success of
business
Demonstrate solid
understanding of
Product Strategic
Planning and
Product Life Cycle
Management
Strong
understanding
of industry and
business
Has establish
knowledge and
expertise of Sales
and Marketing
Principles and
Methods
Proficient in Project
Management Skills
Able to understand
and analyze
customer
requirements
Advance Master
Have good
command of
language skills and
able to communicate
effectively between
peers or
customers
Able to plan and
complete
tasks as schedule
Can handle basic
assignments or
project tasks
Able to apply
structured problem
solving process and
tools to solve basic
problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
1 2 3 4 5
1
3
6
16
15
10 11
12
1413
7
2
4
5
8
9
How to Read the
Skills Competency Matrix
The Skills Competency Matrix for each job type consists of different sections as shown below.
There are 16 vital pieces of information captured in each of the matrix.
Sample Skills Competency Matrix Chart
No Description
1 Industry Cluster in which this job type falls under. There are 4 clusters covered under the ICT industry in this matrix:
2 Job Code assigned to this job type. A unique Job Code is assigned to each job type and job title.
The job code is made up of 8 alphanumeric codes as shown below.
Job code
CMM
SDD
T
Creative Multimedia
Information Technology
WWW
WWW Value Cluster Represented
is the code assigned for the cluster
WWWXYYZZ
X
YY
ZZ
is the code assigned for each job grouping within the cluster
is the code assigned for each job type
is the code assigned for the similar job titles within the same job type
23. 19
4 Job Grouping within this industry cluster.
5 Academic Qualification preferred by employers.
6 Description of the job function.
7 Other Job Titles used for the same job function.
9 Industry Certification & Salary Range
10 Description of Technical Skills associated to this job function
11 Skills in darker shade are “required skills”
12 Skills in lighter shade are “elective skills”
13 Core Soft Skills preferred by employers.
14 Competency Level by expected proficiency level, lighter colour gradient indicates basic level proficiency, darker colour gradient
indicates higher level proficiency
15 Indicator on whether the job type is suitable for Entry Level Professionals
16 Indicator for job demand. Red Thermometer represents high job demand, Yellow Thermometer represents moderate job demand,
Blue Thermometer represents low job demand
3 Job Type within this job grouping.
8 Job Level applicable to this Job Type. For most of the Job Types, there are multiple Job Levels requiring different
levels of knowledge, capability and experience from the individuals. Five Job Levels are defined below to provide an
overview of the expectation.
experience
Job Level
Level 1
(Entry)
Level 2
(Intermediate)
Level 3
(Senior)
Description
/
Level 4
(Advanced)
/
Level 5
(Master)
28. 263
What is Shared Services and
Outsourcing (SSO)
SSO is a process used by companies who outsource their functional activities to another department within the
same organization or a third party service provider. A company can practically outsource any jobs ranging from
general, technical and specialized expertise to the service providers. SSO is widely prac ticed by many local and
international companies.
What do Shared Services &
Outsourcing Professionals do
SSO professionals can be found working with organizations from Information Technology, Telecommunication,
Contact Centre, Freight Forwarding, Creative Multimedia, Business Services and Banking & Finance. SSO
professions are often services & solutions oriented and are required to fulfill clients’ expectation within agreed
timeframe and resources allocated.
What qualifications do Shared Services
& Outsourcing Professionals need
A first degree qualification in the IT related discipline would be ideal. Nevertheless, in view of the wide spectrum
of services offered by SSO companies, tertiary qualification from other disciplines are also widely accepted. For
some SSO career options, professional certification is preferred to acquire the necessary ¡°passport¡± to embark
a career in that field. In addition to this, other skills needed are:
l
d
Shared Services & Outsourcing
29. 264
Shared Services & Outsourcing
Shared Services & Outsourcing:
Job Groupings
There are 3 distinct types of SSO – Business Process Outsourcing, Information Technology Outsourcing and
Knowledge Process Outsourcing.
Business Process Outsourcing (BPO) provides back office outsourcing services like human resources,
administration, accounting & finance. Contact (Call) Centre is also a common type of BPO.
Information Technology Outsourcing (ITO) provides outsourcing activities in the areas of software
development, web hosting, search engine optimization and other IT related services.
Knowledge Process Outsourcing (KPO) provides professional expert services from the areas of medical,
legal, engineering, pharmaceutical and other professional services.
SSO jobs are classified into 5 job groupings:
s
s
s
s
s
Contact Centre
Services
Information Technology
Services
Provide IT services in software
development, infrastructure
support, modernization,
business continuity, business
intelligence, customer
relationship management,
data processing, enterprise
application hosting, network
security etc.
Provide billing services,
accounts payable, accounts
receivable, general accounting,
tax preparation, treasury, cash
management etc.
Provide customer service
agent services for lead
capture & lead management,
seminar registrations, event
ticket sales, direct product
sales, help desk services,
customer information,
outbound telemarketing, mail
fulfilment services etc.
Provide recruitment services,
new hire paperwork and
orientations, employee
handbooks, termination
services, payroll processing,
tax payment, employee
benefits, workers.
timekeeping solution etc.
Provide document review,
legal advisory services,
contract drafting, management
services, patent drafting,
sourcing, market research,
and other market expansion
services which require higher
level of specialist expertise.
&
s
s
Services Services
30. 265
Shared Services & Outsourcing:
Job Code
The job titles found in each job grouping within the SSO cluster are listed below with their assigned job code.
Shared Services & Outsourcing
Job code
SSO is the code assigned for the Shared Services & Outsourcing (SSO) cluster
X is the code assigned for each job grouping
YY is the code assigned for each job type
e.g.
ZZ is the code assigned for the similar job titles within the same job type
e.g.
SSOXYYZZ
X Value Job Code Job Grouping
X=1
X=2
X=3
X=4
X=5
SSO1xxxx
SSO2xxxx
SSO3xxxx
SSO4xxxx
SSO5xxxx
Contact Centre Services
Finance & Accounting Services
Human Resource Services
Legal & Marketing Services
All of the above groups
YY Value Job Code Job Type
YY=01 SSO10100 Contact Centre Agent (Inbound)
YY Value Job Code Similar Job Title
ZZ=01 SSO10101 Contact Centre Agent (Customer Service)
31. 266
Shared Services & Outsourcing
Shared Services & Outsourcing:
Job Title List
SSO10100
SSO10101
SSO10102
SSO10103
SSO10104
SSO10105
SSO10106
SSO10107
SSO10108
SSO10109
SSO10110
SSO10111
SSO10112
SSO10113
SSO10200
SSO10201
SSO10202
SSO10203
SSO10204
SSO10205
SSO10206
SSO10300
SSO10301
SSO10302
272
274
276
Contact Centre Agent
(Inbound)
Technical Helpdesk Analyst
Contact Centre Agent
(Outbound)
Contact Centre Agent
(Customer Service)
Contact Centre Officer
Contact Centre Representative
Customer Care Coordinator
Customer Relationship
Executive (Contact Centre)
Customer Service Associate
Customer Service Executive
(Contact Centre)
Customer Helpdesk Officer
Customer Service Officer
Customer Service Representative
International Customer Care
Officer
Reservation Sales Executive
Customer Care Consultant
Access Administration Analyst
Contact Centre Executive
Contact Centre Service Desk
Executive
Customer Care Consultant
Inbound Technical Support
Representative
Technical Support
(Contact Centre)
Contact Centre Personnel
Offshore Sales Executive
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Job Code Job Type Similar Job Title Job Grouping
Job
Demand
Page
No.
32. 267
Shared Services & Outsourcing
SSO10303
SSO10304
SSO10305
SSO10306
SSO10307
SSO10308
SSO10400
SSO10500
SSO10501
SSO10502
SSO10600
SSO10601
SSO10602
SSO10700
SSO10701
SSO10702
SSO10703
SSO10800
SSO10801
SSO10802
SSO10900
SSO10901
SSO20100
SSO20101
SSO20102
SSO20103
278
280
282
284
286
288
290
Contact Centre Recovery
Staff
Contact Centre Business
Analyst
Contact Centre Team Lead
(Inbound)
Contact Centre Team Lead
(Outbound)
Contact Centre Trainer
Contact Centre Manager
Accounting Analyst
Outbound Contact Centre
Consultant
Phone Consultant
Strategic Business Event
Executive
Telesales Agent
Telesales Executive
Telesales Representative
Contact Centre Analytic
Executive
Report Analyst
Contact Centre Assistant
Manager
Contact Centre Team Leader
Head Team Sales
(Contact Centre)
Team Leader – Telemarketing
Telesales Team Leader
Industry Educator
Training Consultant
Contact Centre Operation
Manager
Accountant
Account Receivable (AR)
Executive
Account Payable (AP)
Executive
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Job Code Job Type Similar Job Title Job Grouping
Job
Demand
Page
No.
Finance &
Accounting
Finance &
Accounting
Finance &
Accounting
Finance &
Accounting
33. 268
Shared Services & Outsourcing
SSO20104
SSO20200
SSO20201
SSO20202
SSO20300
SSO20301
SSO20400
SSO20401
SSO20402
SSO20600
SSO20601
SSO20602
SSO20603
SSO20700
SSO20701
SSO20702
SSO20703
SSO30100
SSO30101
SSO30102
SSO30103
SSO30104
SSO30200
SSO30300
SSO30301
SSO30400
292
294
296
298
300
302
304
306
308
Financial Analyst
Fraud Detector
Compliance Executive
Fund Accounting Analyst
Process Analyst
Training Specialist
Head of Compensation &
Benefits
Team Leader - Accounting
Operational Risk Analyst
Team Leader – Financial
Services
Transaction Monitoring
Manager
Business Compliance
Executive
Compliance Manager
Fund Accounting Executive
P2P Analyst
O2C Analyst
R2R Analyst
Human Resource Analyst
HR Assistant
HR Consultant
Learning & Organization
Development Manager
Finance & Accounting
Finance & Accounting
Finance & Accounting
Finance & Accounting
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Job Code Job Type Similar Job Title Job Grouping
Job
Demand
Page
No.
Human Resource
Coordinator
Talent Management
Specialist
Transaction Banking
Executive
Talent Acquisation
Consultant
Securities Services
Executive
34. 269
Shared Services & Outsourcing
SSO30401
SSO30500
SSO30501
SSO30600
SSO30601
SSO30602
SSO30603
SSO40100
SSO40101
SSO40200
SSO40300
SSO40301
SSO40302
SSO40303
SSO50100
SSO50200
SSO50201
SSO50202
310
312
314
316
318
320
322
Head of Performance
Management
Payroll Analyst
Head of Operations -
Shared Services
Contract Management
Specialist
Process Improvement
Specialist
Media Research Specialist
Contract Drafter
Compensation & Benefits
Manager
Talent & Organization
Performance Manager
Payroll Executive
Payroll Manager
Payroll Processor
Resource Manager
Business Process
Improvement Manager
Process Improvement
Analyst
Business Analyst
Contract Administrator
Contract Executive
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
All Groups
All Groups
All Groups
All Groups
All Groups
All Groups
All Groups
Legal & Marketing
Legal & Marketing
Legal & Marketing
Legal & Marketing
Job Code Job Type Similar Job Title Job Grouping Job
Demand
Page
No.
35.
36. SSO professionals can be found
working with organizations
from Information Technology,
Telecommunication,
Contact Centre,
Freight Forwarding,
Creative Multimedia,
Business Services and
Banking & Finance.
SSO professions are often
services & solutions
oriented and are required to fulfill
clients expectation within agreed
timeframe and resources allocated
37. 272
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10100 Contact Centre Agent(Inbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years0-2 Years
RM4,000-RM6,000RM2,000-RM4,000
Less than or equal to
RM2,000
Certified Customer Interaction Professional, Certified Customer
Interaction Specialist, Brainbench related
Advance Master
Handle inbound calls and resolve non-technical
issues for customers. Occasionally make outbound
contact and build relationship with customers to
market products and services.
Call Centre Agent (Customer Service), Call Centre Officer,
Call Centre Representative, Customer Care Coordinator,
Customer Relationship Executive (Call Centre),
Customer Service Associate,
Customer Service Executive (Contact Centre),
Customer Helpdesk Officer, Customer Service Officer,
Customer Service Representative,
International Customer Care Officer,
Reservation Sales Executive, Customer Care Consultant
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Telephone etiquette
(Inbound and
Outbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Computer skills Apply technical skills
to complete
assigned tasks
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Ability to learn the
knowledge of
Products or Services
handled
Has basic
knowledge of the
organization -
products or services
Has detailed
knowledge of the
organization -
products or services
Has detailed
knowledge of the
existing and new
products and their
emerging trends
Microsoft Office (e.g.
Word, Excel)
Stay current on
technology
development
Look for opportuni-
ties to gain exposure
to new technical
skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
38. 273
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Understanding of
Customer
Relationship
Management (CRM)
System
Has general
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Ability to
communicate in
multi-languages (e.g.
Bahasa Malaysia,
Chinese and Hindi for
local market, or
international
languages like
Japanese, Thai or
Arabic for a different
geographical client
group)
Able to speak and
write clear, concise
information in
multiple languages
Accurately interpret
customers, peers or
technical
requirements
Can convey
technical and
business messages
with impact
39. 274
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10200 Technical Helpdesk Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree or higher in Computer Science / Information Technology
/ MIS / Engineering or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
7-10 Years3-6 Years0-2 Years
RM4,001-RM6,000RM3,501-RM5,000RM2,001-RM3,500
Advance Master
Answer incoming phone calls to troubleshoot IT
problems and provide information to customers.
Project a professional company image through
phone interaction. Follow-up on the progress of the
problem until closure. Escalate the unresolved
problem to respective unit.
Access Administration Analyst, Contact Centre
Executive, Contact Centre Service Desk Executive,
Customer Care Consultant,
Inbound Technical Support Representative,
Technical Support (Contact Centre)
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Technical Helpdesk
Skills
Focus on assigned
tasks or project
deliverables
Prioritize resources
to meet assigned
tasks or project
deliverables
Explore opportunities
to run tasks or
projects in parallel
Knowledge of
Computer
Hardware / Software
/ Network / Database
/ Security
Articulate and
interpret the
aspects of subject
matter
Recognize aspects
of subject matter and
conceptual trends
Understand and
identify new aspects
of subject matter and
conceptual trends
Telephone etiquette
(Inbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues
are resolved and
goals are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
5 Microsoft Office (e.g.
Word, Excel)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and explore
new assignments,
exposure or
challenges in order to
enhance technical
skills
Certified Technical Support Specialist,
Certified Technical Support Associate
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
40. 275
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Generate solutions
of significant
problems that
has a wide range of
benefits
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Messaging Software
(e.g. E-mail, instant
messaging)
Learn to use industry
tools / standards
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understanding of
Customer
Relationship
Management (CRM)
System
Has general
knowledge of
the concept, systems
or area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
41. 276
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10300 Contact Centre Agent(Outbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years0-2 Years
RM4,000-RM6,000RM2,000-RM4,000
Less than or equal to
RM2,000
Certified Customer Interaction Professional, Certified Customer
Interaction Specialist
Advance Master
Make outbound contact and build relationship with
customers to market products and services in a
contact centre environment. Meet monthly sales
target given by the team or department leader.
Contact Centre Personnel, Offshore Sales Executive,
Outbound Contact Centre Consultant, Phone Consul-
tant, Strategic Business Event Executive, Telesales
Agent, Telesales Executive, Telesales Representative
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Ability to learn the
knowledge of
Products or
Services handled
Has basic
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
existing and new
products, and their
emerging trends
Good telephone
etiquette (Outbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues
are resolved and
goals are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Telesales approach Meet sales targets or
task deliverables
Set sales targets or
task deliverables
Hold team members
to sales targets or
task deliverables
Computer skills Apply technical skills
to complete
assigned tasks
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
42. 277
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Ability to communicate
in multi-languages
(e.g. Bahasa
Malaysia, Chinese
and Hindi for local
market, or
international
languages like
Japanese, Thai or
Arabic for a different
geographical client
group)
Able to speak and
write clear, concise
information in
multiple languages
Accurately interpret
customers, peers or
technical
requirements
Can convey
technical and
business messages
with impact
43. 278
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10400 Contact Centre Recovery Staff
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
3-6 Years0-2 Years
RM2,000-RM4,000
Less than or equal to
RM2,000
Advance Master
Assist customers to recover payment by using
telephone in a contact centre environment.
Ability to manage
and resolve conflicts
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope
Telephone etiquette
(Outbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Recovery approach Meet recovery
targets or task
deliverables
Set recovery targets
or task deliverables
Certified Customer Interaction Professional,
Certified Customer Interaction Specialist
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
44. 279
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual
trends and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
45. 280
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10500 Contact Centre Business Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Business / Management / Mathematics or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
7-10 Years3-6 Years0-2 Years
RM5,001-RM6,000RM3,601-RM5,000RM2,800-RM3,600
Advance Master
Monitor contact centre sales performance and
produce periodical report to the management and
recommend improvement to achieve objectives set.
Contact Centre Analytic Executive, Report Analyst
Ability to gather
customer
requirements, analyze
operations information
and document
performance
challenges for
continuous
improvement
Stay current on the
subject matter
Look for new
exposure on the
subject matter
Seek out and
explore new
exposure on the
subject matter
Microsoft Office
(e.g. Excel, Access)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and explore
new assignments,
exposure or
challenges in order to
enhance technical
skills
Ability to write clear
and concise reports
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex
scope
Knowledge and
expertise in the
focused business
domain
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
conceptual trends
Understand and
identify new aspects
of subject matter and
conceptual trends
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
46. 281
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
47. 282
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10600 Contact Centre Team Lead(Inbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
Certified BPO People Leader
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years
RM6,001-RM7,000
11-15 Years
RM7,001-RM9,000RM4,001-RM6,000
Advance Master
Provide leadership and manage client management
team to provide customer focused services at highest
standard.
Call Centre Assistant Manager,
Contact Centre Team Leader
Able to lead and
supervise a team of
contact centre
agents and
operations
Able to coordinate
and manage
resources within
department
Manage teams and
department based
on team maturity and
capability
Ability to handle,
manage and record
customer transaction
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Ability to learn the
knowledge of
Products or Services
handled
Has detailed
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
organization’s
existing and new
products or services
Telephone etiquette
(Inbound and
Outbound)
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Computer skills Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Think and act in
terms of what is best
for the department
Make it easy for
customer to work
with organization
Able to visualize and
anticipate changes
or trend that will
impact the products
or services
Able to anticipate the
problem and provide
practical solutions to
resolve it.
Use solid technical
competence to help
others achieve
exemplary results
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
48. 283
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage
department to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Understanding of
Customer
Relationship
Management (CRM)
System
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Contact Centre
Management Tools
(e.g. Automatic Call
Distribution System,
Interactive Voice
Response System)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understand the
impact of emerging
trends to area of the
expertise
Focus on process,
output and
performance to
industry standards
49. 284
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10700 Contact Centre Team Lead(Outbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
Certified BPO People Leader
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years
RM6,001-RM7,000
11-15 Years
RM7,001-RM9,000RM4,001-RM6,000
Advance Master
Supervise and lead a team of telemarketers to
achieve Key Performance Index (KPI) set by
management. Train and motivate the team.
Also act as 2nd level point of contact.
Head Team Sales (Call Centre),
Team Leader - Telemarketing, Telesales Team Leader
Able to lead and
supervise a team of
contact centre
agents and
operations
Able to coordinate
and manage
resources within
department
Manage teams and
department based
on team maturity and
capability
Ability to learn the
knowledge of
Products or Services
handled
Has detailed
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
organization’s
existing and new
products or services
Telephone etiquette
(Inbound and
Outbound)
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Computer skills Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Telesales approach Set sales targets or
task deliverables
Hold team members
to sales targets or
task deliverables
Think and act in
terms of what is best
for the department
Able to visualize and
anticipate changes
or trend that will
impact the products
or services
Able to anticipate the
problem and provide
practical solutions to
resolve it.
Use solid technical
competence to help
others achieve
exemplary results
Remove barriers and
prioritize resources
to achieve sales
target or deliverables
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
50. 285
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage
department to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Ability to handle,
manage and record
customer transaction
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Understanding of
Customer
Relationship
Management (CRM)
System
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
organization’s
existing and new
products or services
Make it easy for
customer to work
with organization
Understand the
impact of emerging
trends to the
standard or area of
expertise
8 Contact Centre
Management Tools
(e.g. Automatic Call
Distribution System,
Interactive Voice
Response System)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
51. 286
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10800 Contact Centre Trainer
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree or higher in relevant field (e.g. Call Centre / Customer
Service / Business Process Outsourcing)
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years >15 Years
RM4,001-RM6,000
11-15 Years
RM6,001-RM7,000 RM7,000-RM9,000
Advance Master
Conducts skills, technical, management and staff
development training courses within business units or
groups. Able to use effective learning tools like
e-learning, video recording, role-play, interactive
learning and other training methodologies. Uses
needs assessment tools to determine effectiveness of
Industry Educator, Training Consultant
Understanding of
Contact Centre
Operations process
and systems
Take responsibility
for the impact of
emerging trends
to the area of
expertise
Has detailed
knowledge of the
concept, standards
or area of expertise
and their emerging
trends
Ability to drive
Program and
Content
Development,
Delivery and
Evaluation
Invest in
opportunities to
utilize resources to
expand the scope of
work
Explore opportunities
to run tasks or
projects in parallel
Microsoft Office
(e.g. Word,
Powerpoint)
Demand continual
learning of technical
skills and
performance
improvement
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Coaching skills Embrace change as
opportunity for
growth
Promote change
ideas and encourage
others to express
opinions
Contact Centre
Management Tools
(e.g. Automatic Call
Distribution System,
Interactive Voice
Response System)
Role model and
share industry
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understand the
impact of emerging
trends to area of the
expertise
Act on opportunities
to utilize resources
to expand the scope
of work
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Champion change
ideas despite initial
resistance,
acknowledge failures
and learn from them
Focus on process,
output and
performance to
industry standards
Certified BPO Training Manager
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
52. 287
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
optimize usage of
time to complete
action plans
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
significant
complexity
Can handle multiple
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Understanding of
Customer
Relationship
Management (CRM)
System
Take responsibility
for the impact of
emerging trends
to the area of
expertise
Has detailed
knowledge
of the concept,
systems or area of
expertise and their
emerging trends
Understand the
impact of
emerging trends to
area of the expertise
53. 288
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10900 Contact Centre Manager
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or higher in Computer Science / Information
Technology / Engineering or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
11-15 Years
RM7,001-RM9,000
>15 Years
RM9,001-RM11,000
Certified BPO Operations Manager
Advance Master
Provide leadership to the overall operations of the
call centre. Manage the relations of clerical, technical
and human functions in the call centre environment.
Call Centre Operation Manager
Ability to lead and
manage a team of
contact centre staff
and operations
Think and act in term
of what is best for
the department
Knowledge of
Service Level
Agreement
Develop new
aspects of subject
matter and
expectations
Knowledge of
Hiring / Interview
Concepts
Shape the
organization
direction to ensure
success of business
Ability to understand
and analyze
customer
requirements
Understand
customer's
critical agenda and
proactively
contribute
innovative solutions
Understanding of
Contact Center
Infrastructure
Management
Make and stand by
difficult or
controversial
technical decisions
Think and act in
terms of what is best
for the overall
organization
Take on complex
challenges that
acquire new or
different area of
subject matter
Act on external
changes to ensure
success of business
Integrate customer
needs with product,
service or
organization
directions
Able to address
complex technical
challenges to the
critical success of
organization or
industry
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
54. 289
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Leverage
department to
increase output and
contribution
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Dictate the time
usage and controls
of resources
Can handle multiple
assignments or
project tasks of
significant
complexity
Generate solutions
of significant
problems that has a
wide range of
benefits
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Leverage
organization to
increase output and
contribution
55. 290
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20100 Accounting Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
11-15 Years7-10 Years3-6 Years0-2 Years
RM7,001-RM9,000RM6,001-RM7,000RM2,001-RM4,000RM2,001-RM3,500
ACCA, CIMA, CPA AUSTRALIA, ICAEW, LCCI
Advance Master
Provide accounting support to customers. Ensure
financial documents and systems practiced comply
with the legal and statutory requirements of the
country where the customers are operating in.
Accountant, Account Receivable (AR) Executive,
Account Payable (AP) Executive,
Team Leader - Accounting
Ability to execute
financial accounting
transactions
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Fully proficient,
handle high
complexity or cross
organizational scope
Accounting Software
(e.g. QB Online /
Peach Tree)
Learn to use industry
tools/ standards
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
Knowledge of
Financial Reporting
Standards (e.g.
IFRS)
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Understanding of US
GAAP
Has general
knowledge of the
concept, standard or
area of expertise
Has detailed
knowledge of the
concept, standard or
area of expertise
Has detailed
knowledge of the
concept, standards
or area of expertise
and their emerging
trends
Understand the
impact of emerging
trends to area of the
expertise
Knowledge of
multinational
business
environment
Understand
individual's role in
the success of
business
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
Shape the
organization
direction to ensure
success of business
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
56. 291
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
57. 292
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20200 Financial Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years3-6 Years0-2 Years
RM7,001-RM9,000RM6,001-RM7,000RM4,001-RM6,000RM2,001-RM3,500
Advance Master
Conduct quantitative analysis of information affecting
investment programs of public or private institutions.
Operational Risk Analyst, Team Leader - Financial
Services
Knowledge of
Economics and
Accounting
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Spreadsheet
Software
(e.g. MS Excel)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Financial Analysis
Software
Learn to use industry
tools/ standards
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
4 Understanding of
ERP Software -
Finance Module
(e.g. SAP, Oracle)
Has general
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Understand the
impact of emerging
trends to area of the
expertise
ACCA, Certified Financial Analyst(CFA), Chartered Financial Analyst (CFA)
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
58. 293
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or
ahead of time
Able to organize and
optimize usage of
time to complete
action plans
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
59. 294
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20300 Fraud Detector
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years3-6 Years0-2 Years
RM3,501-RM4,000RM2,001-RM3,500
Less than or equal to
RM2,000
Advance Master
Provide checking on payment cheques using UV
lights. Report dispute to Supervisor. Supervisor or
Manager has overall responsibility to develop
effective control system in preventing financial fraud
and money laundering, and ensure resources,
systems and procedures are in place for
implementation.
Transaction Monitoring Manager, Fraud Specialist
Ability to assess,
research and
analyze fraud cases
Check for
irregularities and
completeness of
work
Check for
irregularities,
completeness and
proficiency of work
Establish new
systems and
processes to detect
irregularities
Knowledge of Money
Laundering
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Knowledge of
Banking and
Financial Products
and Technologies
Understand
individual's role in
the success of
business
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
4 Understanding of
Database System
(e.g. Oracle, DB2)
Has general
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Certified Fraud Specialist(CFS)
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
60. 295
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
61. 296
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20400 Compliance Executive
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or higher in Banking / Finance / Accounting / Legal
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years3-6 Years0-2 Years
RM6,001-RM7,000RM4,001-RM6,000RM3,501-RM4,000RM2,001-RM3,500
Advance Master
Ensure appropriate steps of control, repeatability and
quality are established in all key areas of the
company to promote best business practices.
Perform risk-based compliance audit on a periodic
basis.
Business Compliance Executive, Compliance Manager
Knowledge of
Regulatory
Compliance,
Auditing or Risk
Management
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Knowledge of Rules
and Regulations by
Regulatory Bodies
Understand
individual's role in
the success of
business
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
Shape the
organization
direction to ensure
success of business
Microsoft Office
(e.g. Excel, Visio,
Powerpoint)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Finance &
Accounting
Human
Resources
Legal &
Marketing
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