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Manager, Process Excellence

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

About Klook

We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?


Process Excellence is a key role responsible for driving process and operations improvement initiatives across the CEG team. You will be a central part of the organization and provide direction and leadership across multiple departments. Your expertise in process improvement and operational excellence will be critical in driving operational efficiencies and improving customer service. You will have the opportunity to partner with cross-functional stakeholders to create and implement effective process improvement solutions. You will be a key player in the success of the organization and will be an integral part of the team.

What you'll do

  • Develop efficient processes and procedures to optimize operations
  • Analyze existing processes to identify areas for improvement and implement solutions
  • Work cross-collaboratively with other functions to conduct regular process audits in order to identify compliance issues and recommend corrective actions.
  • Lead process improvement projects from conception to execution, ensuring timely completion and stakeholder satisfaction
  • Coordinate with cross-functional teams to ensure new processes, systems and tools are communicated and implemented successfully
  • Monitor key performance indicators (KPIs) to ensure processes meet organizational objectives
  • Stay updated on industry best practices and emerging trends in process management
  • Maintain documentation of processes, standard operating procedures (SOPs), and workflow diagrams

What you'll need

  • Minimum education of bachelor's degree or higher in Business or Management or equivalent is preferred.
  • Minimum 5 years experience in process management, business process reengineering, or continuous improvement initiatives.
  • Strong analytical skills with the ability to identify inefficiencies and implement effective solutions.
  • Excellent project management skills, including planning, execution, and stakeholder management.
  • Proficiency in process mapping and documentation tools (e.g., Microsoft Visio, Lucidchart).
  • Ability to work collaboratively in a cross-functional environment and influence without direct authority.
  • Excellent communication and interpersonal skills, with the ability to convey complex ideas in a clear and concise manner.
  • Detail-oriented with a focus on accuracy and quality.
  • Familiarity with process improvement methodologies such as Lean, Six Sigma, or Kaizen is preferred.
  • Adaptability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  • Fluent in English. Mandarin proficiency is a bonus (Traditional and/or Simplified)

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We're dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter ("Agency"). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook's Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.