Customer Contact Executive / Senior Executive / Assistant Manager (Process Improvement)
Job Description
The successful candidate will be part of Customer Services & Operations Division, Customer Contact Services Department. He/She will be responsible to manage and review department wide business processes related to operational and/or commercial policies/SOPs to facilitate effective and efficiency execution by the contact centers.
The successful candidate will work closely with relevant Business Units (such as Loyalty Marketing, Airport Operations, Information Technology etc...) as well as the Contact Centre Operations teams to continually drive improvements in effectiveness and efficiency, so that operational performance goals as well as optimal service quality and customer satisfaction can be achieved.
Key Responsibilities:
- Collaborate with cross-functional teams and stakeholders to understand business needs
- Establish new / enhanced standard streamlined process workflows which are viable and able to maximize operational efficiency
- Create and maintain process documentation, including standard operating procedures and other related process documentation
- Conduct regular business process audits to ensure processes are followed accurately and deliverables meet required benchmarks
- Monitor process performance and prepare management reports to share key findings on process performance and feedback on user experience
- Take a data driven approach to review process performance trends, analyze performance metrics, and identify areas for improvement
- Lead process enhancement initiatives, identifying process bottlenecks, and recommending strategies to optimize productivity, efficiency and enhance overall performance
- Drive implementation and change management activities for new / enhanced process rollouts, and measure the impact of implemented solutions
- Continuously seek process automation opportunities thru close collaboration with internal technology and IT support teams, leveraging on new and emerging technology
Requirements
- Degree in any discipline
- Good interpersonal and communication skills
- Good negotiation skills
- Good analytical ability
- Customer centric and service oriented
- Strong leadership skills and team player
- Experience with a commercial and/or operation unit will be a bonus