� Primarily accountable for the support, retention and growth of the existing book of business
� Works with Sales, Legal, and Business Take-On to support new and/or add-on business opportunities
� Influence customers to respond to and participate in semi-annual NPS and transactional surveys and continually improve the on-going support to meet customers� existing and future needs
� Establish definitions and supporting metrics for customer service delivery and renewal operations goals and measure performance with a feedback loop back to the team
� Manage a balanced and diversified customer assignment model to establish optimum workforce utilization that will enable delivery of quality cost-effective services and scalability for growth
� Imbed renewal best practices and establish proper documentation and training to ensure consistent quality execution of processes
� Anticipate staffing needs and work with Finance and Recruiting teams to plan, recruit, hire and on board the best talent
� Lead, manage, and develop team members and conduct talent reviews and succession planning
� Manage risk to ensure the business is not exposed and ensure that the company�s code of ethics is adhered to by all staff
� Manage monthly and quarterly planning cycles; all routine and ad hoc reporting to stakeholders on success of delivery (e.g. customer satisfaction, retention, etc.)
� Collaborate with other departments to drive operational success through constantly challenging and defining best practices

- undergraduate degree from an accredited college/university and minimum of 5 years of legal experience in IP Service Delivery or IP Operations
- must be willing to relocate to work in Penang and to work night shift between 8pm to 8am
- good communication skills and excellent English

This position is only open to Malaysian citizens.