Description
Change Management and Continuous Business Improvements
- Act as a Change Manager: Identification of change opportunities & business requirements gathering
- Support the Heads of department on strategy matters, formalising the approach and execution of the strategy for continuous improvements.
- Identify and challenge any negative effects on the CS Agents or Customers prior to new launches, promotions, mass mails and improvement projects
Project Management
- Organize Regional Initiatives: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
- Monitor and Manage the project work streams: set goals, create and implement actions plans, and evaluate the process and results.
- Provide transparency on project progress, key risks, issues, dependencies, assumptions and constraints, escalating to senior management when appropriate
- Ensure smooth project delivery and overall project effectiveness
- Champions project management principles and techniques.
Requirements
- 3 to 5 years planning and Project Management experience and Continuous Business Improvement
- Bachelor's Degree, MBA or equivalent experience, with at least 5-7 years of work experience
- Willingness to travel (50%-75% travel)
- Strong influencing skills that can persuade a cross-organizational team to modify processes to improve customer experience
- Excellent speaking-listening-writing skills, attention to detail, proactive self-starter
- Demonstrated experience presenting to and working with all levels, Senior Management
- Customer focus, ability to walk in customer's shoes, always standing up as customer advocate
- Excellent planning, organizational and time management skills
- Willingness to roll up sleeves and take care of emerging operational issues hands on
- High level of computer literacy, Strong Excel and Word skills
- Strong analytical skills and process orientation
- Fluency in English and Bahasa/Mandarin