Selamat Datang!
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96%
Literacy Rate
61%
Labor Force Participation Rate
17M
Labor Force
34M
Population
The Conduent team is pleased to welcome you to Malaysia, the home of more than 350 Conduent employees. Our quickly growing team supports a variety of global clients who rely on various Conduent solution offerings across many different industries.
Selamat Datang!
The best digital experiences are built around people
Low-cost, strategic location
Follow-the-sun
Lower cost location
US-based standards
Centrally located in Southeast Asia
High-quality, diverse talent pool
Fluent in English
Other Languages:
Indonesian, Thai, Cantonese, Mandarin, Tamil, Hindi, Japanese, Korean
Multi-racial
Government support
Eligible for R&D grants
Allow employment of local and foreign knowledge workers
MD (Malaysia Digital) status
World-class tech, data and cyber security
One of the lowest telecom costs in Asia
High quality planned urban developments
World class telecom, physical and IT infrastructure
24/7/365 operations
Diverse labor pool
English proficient workforce
Client-oriented culture
High level of commitment and loyalty
Proficient in english
and other languages
Customer service
oriented
Highly trainable
Cost effective
High level of
commitment and
loyalty
Total of 1 facility in Kuala Lumpur
Total Square Footage: 21,500 square feet
Opened in 2003 in Kuala Lumpur
Our Malaysian footprint
and growing
24/7 365 support in customer experience, learning services, and technology support to clients across US and Europe
Vibrant & diverse workforce
Proven experience in providing diverse services for a range of clients with different requirements
24x7 365
Monday through Sunday
Our delivery center
Join us for an interactive tour of the Malaysia facility.
Virtual tour
Thank you
Contact us
Kuala Lumpur
As a business operations services industry leader, Conduent supports hundreds of businesses and governments who rely on our solutions to drive process efficiencies, realize cost savings and create long-term revenue growth. Our deep industry expertise and understanding of our clients’ operations creates a strong partnership through which we provide essential services to millions of people every day. Thank you for the opportunity to showcase our delivery center in Conduent Malaysia.
The Conduent Team
Demographics
Talent Acquisition
Talent Development
Talent Management
Social Responsibility
Demographics
Our Malaysia associates across the country are proud to be Conduent and stand ready to serve you and your clients.
Demographics
Talent Acquisition
Talent Development
Talent Management
Social Responsibility
300 FTEs
One E-com Center Two E-com Center
Home
Virtual Tour
Delivery Centers
services and solutions
KL, as it is most commonly known, is among the fastest growing metropolitan regions in Southeast Asia, in both population and economic development. It is the cultural, financial and economic center of Malaysia.
Metro Cebu
Area:
243 km2
(94 sq mi)
Population:
8.2M
Climate:
Tropical
Temperature:
Average is
28°C (82°F)
Cebu is a province of the Philippines located in the Central Visayas (Region VII) region..
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TALENT OVERVIEW
Meet Conduent Malaysia
Key Strengths
Key Strengths:
© 2024 Conduent, Inc. All rights reserved.
Production Floor
Watch Video
Watch Video
Skyrise Alpha & Beta
Skyrise 2
Skypark One City
Building Facade Reception Training Room Employee Amenities
Kuala Lumpur
It is officially known as the National Capital Region (NCR), and is commonly known as Metro Manila..
Metro Manila
Learn more
Metropolitan Cebu, or simply Metro Cebu, is the main urban center of the province of Cebu with 13 cities and municipalities including its capital, Cebu City. Cebu City is the oldest city and the first capital city of the Philippines. Metro Cebu is a major cultural, religious, and ecotourism destination in the Philippines.
Metro Cebu
Area:
1,062.88 km2 (410.38 sq mi)
Population:
3,085,119
Climate:
Tropical savanna
Temperature:
Averages 18 to 37°C
(64 to 98°F)
Conduent talent overview
We use various sourcing channels to attract and engage the most talented workforce.
Talent Acquisition
6%
32%
37%
9%
16%
Tenure
> 6 Months - 1 Year
< 6 Months
> 2 Years - 5 Years
> 1 Year - 2 Years
> 5 Years
Gender
Male
45%
Female
55%
Talent Development
Corporate Social Responsibility
We have a team of experts who can hire talent across these capabilities.
Customer Experience
Learning Services
70%
of the hires we bring into Conduent are in the area of Customer Experience.
Enterprise Technology
vs 25% target
Voluntary Attrition Rate
21%
vs 90% target
Average Work Experience
3.5 years
vs 40% target
Unique Participation Rate
74%
vs 12K target
Volunteer Hours
13K+
2019 People Achievements
Talent Management
We continue to empower talent with the culture of volunteerism to positively impact the community and show that together, associates can be themselves, thrive, and make a difference.
Over 25,000 volunteer hours
delivered by Conduent Philippines Team Members in their commitment for women and children, environment, and education!
1000 trees planted
for reforestation and biodiversity
Over 400 students
taught valuable life skills and
self-development through Happiness Academy
Promoted women empowerment
at Marillac Hills
Give A Little, Change A Lot
Conduent MY is in partnership with institutions like Rumah Kids Malaysia, a shelter for homeless children, as part of its core CSR program. Recently, the Malaysia team organized a books/school supplies and clothing donation drive and a bowling tournament for a cause, tagging Rumah Kids as program beneficiaries. In total, these activities were able to generate more than 800 volunteer hours for the Malaysia site.
EXIT TOUR
Centrally located in South East Asia
Multiracial and diverse labor pool
Multi-lingual with proficiency in English, Baha, Mandarin, and major Asian languages
Customer service oriented
World class telecom, physical and IT infrastructure
Education and Talent Pool
BPS Operations Experience and Tech Infrastructure
Culture
Education and Talent Pool
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Cultural fit – melting pot of eastern and western cultures
Cultural affinity between Philippines and US
Service-driven and concern-oriented culture
Culture
Providing business process services since 1995
“Call Center Capital of the World” – Leading voice support service center since 2014
2nd largest offshore back-office and shared services/global in-house center hub in the world
Robust yet low cost tech infrastructure operating in both 4G and 5G capacities
Low cost of labor as well as living costs
Stable wage inflation compared to other off-shore locations
Income Tax Holiday Incentives for PEZA registered companies
With government-reviewed BCP and Resilience Action Plans
BPS Operations Experience and Tech Infrastructure
Education and Talent Pool
BPS Operations Experience and Tech Infrastructure
Culture
THE and QS-ranked Philippine universities are located in Metro Cebu
Consistently producing topnotch graduates in the medical and engineering fields
Ranked 5th largest (population) English-speaking nation in the world
Vast talent pool producing ~100k college graduates annually
US-based school system (textbooks in English) with good quality of education
Education and Talent Pool
Cultural fit – melting pot of southern Philippines and oriental cultures
Cultural affinity between Philippines and US
Service-driven and concern-oriented culture
Culture
Low cost of labor as well as living costs (~20% less than Manila)
Primary BC/DR site for many outsourcing organizations
One of the best records of peace and order in the country
Strong local government support
Ranked 12th out of 100 in the Global Outsourcing Destinations (2019)
Not the PH typhoon belt and no volcanoes are present in the entire province
2nd largest offshore back-office and shared services/global in-house center hub in the world
Robust yet low cost tech infrastructure operating in both 4G and 5G capacities
BPS Operations Experience and Tech Infrastructure
Key Strengths:
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Key Strengths
Week 1
Week 2
Week 3
Week 4 - 5
Week 6 - 9
Sourcing & Screening
Recruitment Interview
Assessment for
all Languages
BGV Checks
Job Offer
People Engagement Lifecycle
Initial Training Phase
Recruiting Phases
Attraction
Recruitment
Onboarding
Development
Retention
People Engagement Lifecycle
Online and Mobile Learning
Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for our clients and the millions of people who count on them.
Human Resource and Learning Solutions
Helping human resources work smarter, resulting in a 40% increase in efficiency.
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Customer Experience Management Solutions
Reducing interaction times by 20% through training and automation
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Enterprise Technology Solutions
Helping high-tech companies build loyalty and enhance the customer experience
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Business Operations Solutions
Achieving 99% document-to-digital processing accuracy
Learn more
Let's create exceptional outcomes
Locations:
Manila (2006) and Cebu (2007)
Headcount :
320 (Manila); 1,423 (Cebu)
No of Clients:
20
HR and Learning Solutions
At Conduent, we’re executing the future of work right now — across 80 countries and for one-third of the Fortune 100. Delivering outsourced mission-critical HR solutions across health & wellness, wealth & retirement, learning, human capital management,
and global payroll with
remarkable results.
View on conduent.com
Locations:
Manila (2007)
Headcount :
350
No of Clients:
8
The digital revolution in finance has arrived, and the CFO of the future is capitalizing on it.
View on conduent.com
Finance, Accounting
and Procurement
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HR services to lead the future of work, now.
Learn more on conduent.com
Human Capital
Solutions
Locations:
Manila (2018) and Cebu (2014)
Headcount :
388 (Manila); 1,048 (Cebu)
No of Clients:
200+
CTPO
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Mauris nec cursus dolor, et sollicitudin mi. Integer sollicitudin felis risus. Nunc et tristique magna. Curabitur quis metus nec erat viverra facilisis vel a ligula.
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Enterprise Technology Solutions
Locations:
Manila (2018) and Cebu (2014)
Headcount :
1,390 (Manila); 124 (Cebu)
No of Clients:
6
Customer Contact Services
Innovative, efficient customer contact centers combining best-in-class processes with the right talent and the latest omnichannel and automated platforms.
CLOSE
Delivering human-centric, connected, omnichannel customer experiences, throughout the entire customer life cycle
Learn more on conduent.com
Customer Experience Management
Locations:
Manila
Headcount :
329
No of Clients:
22
HR Management
Transform the effectiveness and cost efficiency of HR processes to attract, retain and engage the best talent
View on conduent.com
Locations:
Manila
Headcount :
41
No of Clients:
6+ more global clients
on an as-needed basis
Drive modern learning strategies to improve organizational readiness, productivity and connectivity, while creating a culture of high-performance
View on conduent.com
Workforce Enablement
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Intelligent, digital HR processes across the employee journey that personalize experiences and improve outcomes
Learn more on conduent.com
Human Resource and Learning
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Voluntary resignation or departure of an employee in an organization due to personal or professional reason
Initiative of Conduent PH to retain top performing talents of the company
Participation of each employee to the major employee engagement activities of Conduent
Cumulative number of hours rendered by employees to community service or CSR programs of Conduent
EXIT
Building Facade Career Hub Training Room Employee Amenities
Building Facade Career Hub Training Room Employee Amenities
Building Facade Career Hub Training Room Employee Amenities
Building Facade Career Hub Training Room Employee Amenities
Building Facade
Career Hub
Training Room
Employee Amenities
Demographics
Talent Acquisition
Talent Development
Talent Management
Social Responsibility
Demographics
Talent Acquisition
Talent Development
Talent Management
Social Responsibility
Demographics
Talent Acquisition
Demographics
Talent Acquisition
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Two E-com Center
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EXIT TOUR
Training rebate
Cost competitiveness amongst cities in Asia – KL is 180/227 and tagged as one of the World’s Least Expensive Cities for 2023 (Mercer Cost Living Survey)
Retained its rank at 3rd for Global Services Location Index produced by A.T. Kearney Report in 2023
Emerging top outsourcing destination and global data center hub for high-value digital and tech global business support services
Full Time:
Average Age:
97%
30 years
70%
15%
15%
Hiring Manager Interview
Week 10 - 15
Training
Go Live
Training
Recruitment Phase
Lockers
Nursing Room
Prayer Room
Pantry
Recreation Area
Competitive Benefits Package
Sourcing & Screening
Performance-based Bonus
Sourcing & Screening
Monthly Rewards & Recognition
Sourcing & Screening
Employee Engagement Program
Sourcing & Screening
Talent Development
Sourcing & Screening
Cross-training & Career Progression Opportunities
Sourcing & Screening
Additional medical benefits and group life insurance, fixed bonuses
Incentive for achieving goals and hitting targets
Recognize and celebrate success
Make work fun, sports events, etc.
Development through Conduent Learning Platform
Providing opportunities within the company
Separation
Locations:
Manila (2018) and Cebu (2014)
Headcount :
1,390 (Manila); 124 (Cebu)
No of Clients:
6
Work-at-Home Solutions
Conduent’s scale, global reach, and digital capabilities deliver peace of mind and steadfast business continuity. During COVID-19, we have seamlessly moved tens of thousands of associates across 20 countries to a WAH model.
View on conduent.com
View on conduent.com
Meeting Room
Coaching Rooms
6%
62%
21%
1%
12%
Generation
Representation
Generation X
Baby Boomer
Millennials
Xennials
Generation Z
Week 1
Week 2
Week 3
Week 4 - 5
Week 6 - 9
Week 10 - 15
Go Live
Training
Job Offer
Pre- Employment Requirements
Assessment for all Languages
Hiring Management Interview
Recruitment Interview
Sourcing & Screening
Job Description Alignment
Initial Interview
Online Assessment
Account Specific Assessment
Final Behavioral Assessment
Voice Language Assessment
Background Check
(7 - 14 days)
Competitive market rates on salary
and benefits
Notice Period
(6 weeks)
Learn more
COVID-19 affected business around the globe.
Conduent Malaysia was no exception.
Malaysia Pandemic Response
CLOSE
Learn more on conduent.com
Response
Results
Challenge
Increased employee confidence in Conduent by supporting health and wellbeing
Strengthened busines continuity and risk management protocols
Minimized risk and exposure of virus spread and contraction in our facility
Stayed in compliance with all government regulations and site protocols
Mobilized 90% of the associates working from home within 24 hours
Results
Created check-in QR code, "MySejahtera" so employees could safely move about facilities
Tracked employee vaccination status
Implemented safety measures onsite: mandatory wearing of face masks, hand sanitizers at all entrances and production floors, physical distancing markers and alternate seatings, daily thermal screening and recording at entrance, "MySejahtera" QR code scanning for contact tracing, 3 times daily sanitation of common areas and workstations
Determined who could work from home and provided equipment for those associates. IT worked around the clock to setup and deployed equipment in batches.
Worked closely with government agency to obtain approval and clarity on regulations for Global Business Services company to operate onsite
Formed Covid Response team and held daily update meeting with key stakeholders
Mobilized a COVID response team and held daily update meetings
Lobbied government to implement work-from-home for the BPO sector
Determined who could work at home, and provisioned equipment for those associates
Response
Frequent changes in government lockdown regulations
Ensure safety of associates who are required to continue to work onsite
Requirement to move all associates to work-at-home model in short notice
Challenge
When COVID-19 struck, Team Malaysia quickly mobilized a response to continue operations while keeping employees safe.
Malaysia Pandemic Response
More than 80% of associates are fully vaccinated by September 2021
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services and solutions
TALENT OVERVIEW
Virtual Tour
Delivery Centers
Home
Celebrating Proud to Be Conduent
In collaboration with the Pertiwi Soup Kitchen, 24 volunteers distributed food and drinks to 300 beneficiaries within the Kuala Lumpur area on January 12, 2020. The treats are from employees' donations.
vs 25% target
Voluntary Attrition Rate
21%
Voluntary resignation or departure of an employee in an organization due to personal or professional reason
vs 90% target
Average Work Experience
5 years
Initiative of Conduent PH to retain top performing talents of the company
Attraction
Recruitment
Onboarding
Development
Retention
64%
of the hires we bring into Conduent are in the area of Customer Experience.
Customer Experience
Learning Services
Enterprise Technology
6%
32%
37%
9%
16%
Tenure
> 6 Months - 1 Year
< 6 Months
> 2 Years - 5 Years
> 1 Year - 2 Years
> 5 Years
Gender
Male
45%
Female
55%
View on conduent.com
Locations:
Manila (2018) and Cebu (2014)
Headcount :
1,390 (Manila); 124 (Cebu)
No of Clients:
6
Customer Contact Services
Innovative, efficient customer contact centers combining best-in-class processes with the right talent and the latest omnichannel and automated platforms.
View on conduent.com
Learn more
COVID-19 effected business around the globe. Conduent Jamaica was no exception.
Jamaica Pandemic Response
CLOSE
Learn more on conduent.com
When COVID-19 struck, Team Jamaica quickly mobilized a response to continue operations while keeping employees safe.
Jamaica Pandemic Response
Mobilized a COVID response team and held daily update meetings
Lobbied government to implement work-from-home for the BPO sector
Determined who could work at home, and provisioned equipment for those associates
Implemented safety measures onsite: mandated masks, social distancing markers and protocols, checkered seating arrangements, wash/sanitization stations in all common areas, and cleaning solutions at employee workstations
Implemented temperature readings and health questions at every entry
Created daily “Passport” so employees could safely move about facilities
Implemented safety measures onsite: mandatory wearing of face masks, hand sanitizers at all entrances and production floors, physical distancing markers and alternate seatings, daily thermal screening and recording at entrance, "MySejahtera" QR code scanning for contact tracing, 3 times daily sanitation of common areas and workstations
Formed Covid Response team and held daily update meeting with key stakeholders
Worked closely with government agency to obtain approval and clarity on regulations for Global Business Services company to operate onsite
Determined who could work from home and provided equipment for those associates. IT worked around the clock to setup and deployed equipment in batches
Requirement to quickly move a large percentage of associates to a work-at-home model
Ensure safety of associates who are required to continue to work onsite
Frequent changes in government lockdown regulations
Requirement to quickly move a large percentage of associates to a work-at-home model
Requirement to ensure the safety of associates who would continue to report to brick and mortar sites
Government lacked clear directives and protections for BPO sector companies and workers
Response
Mobilized 90% of the associates working from home within 24 hours
Stayed in compliance with all government regulations and site protocols
Minimized risk and exposure of virus spread and contraction in our facility
Strengthened busines continuity and risk management protocols
Increased employee confidence in Conduent by supporting health and wellbeing
More than 80% of associates are fully vaccinated by September 2021
Results
Challenge
70%
15%
15%
Learn more
Delivering human-centric, connected, omnichannel customer experiences, throughout the entire
customer life cycle
Customer Experience Management Solutions
Learn more
Innovative and enabling learning solutions to meet evolving client demands where and when they need it the most
Learning Management Solutions
Learn more
Streamline healthcare and insurance and significantly reduce costs
Healthcare - Pharma and Life Sciences
and growing
One City, 350 employees
and growing
ISO/IEC 27001:2013 (2020-2024) and COPC Certified (2018-2024)
and growing
400+ young and diverse workforce with an average of 34 years old and 57% are women employees
and growing
20+ years of industry experience
and growing
24/7 365 support in customer experience, learning services, and technology support to clients across US and Europe
Customer service oriented
Highly trainable
Cost effective
High level of commitment and loyalty
Proficient in English and other languages