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Client Service Solutions and Innovation Manager

3 months ago

Kampung Bagan Air Hitam, Penang, Malaysia growthfn Full time
Job requirements

Responsible for Operational Excellence initiatives for the Clients in the E-Com (MOD & CS) and Global

Payment (Risk Ops & CCO) verticals.

  • Define and execute value generation roadmaps leading to large meaningful impact to Clients and TP.
  • Enhance User experience in the E-Commerce and Global Payments space by continuously improving on
products that are serviced.

  • Identifying Automation opportunities that can be implemented with full stakeholder buyin.
  • Creating an ongoing pipeline of ideas in the dynamic space of Trust & Safety and Global Payments,
delivering value for the clients.

  • Proactively identify opportunities, solve problems, and guide operational excellence, site
transformational efforts to implementation.

  • Develop and provide statistical analysis utilizing control charts to assess process capability.
  • Actively drive the development and sharing of best practices, lessons learnt in cross process team
improvements.

  • Provide LEAN and 6sigma expertise in problem solving; identify and lead projects with teams.
  • Coach, mentor, and work with all colleagues in the execution of multiple projects simultaneously.
  • Continuously challenge the statusquo by encouraging innovation and calculated risk taking.
  • Serve as a process team SME for Innovation; conduct workshop in instilling the culture of ideation,
innovation, and transformation.

  • Monitor Process performance to determine key opportunity areas to continuously improve performance

Requirements:

  • Experience in driving/ participation in driving large transformation and innovative scalable solutions
within the Trust & Safety / Ecommerce Content Moderation / CS / Risk Ops / Payments CE teams.

  • Minimum of 45 years of experience in leading Business Excellence, Innovation, Transformation in Business Process Outsourcing.
  • Patience, understanding and resilience when managing complex situations and competing priorities.
  • Bachelor's degree from recognized university.
  • Data visualization experience to provide insights and able to succinctly articulate value.
  • Experience with designing experiments, tools, and measures, establishing hypotheses and leading
projects from end to end.

Preferred Requirements

  • Experience in Innovating & delivering value in the Trust & Safety / Ecommerce MOD & CS / Risk Ops /
Payments CE space.

Experience in tool development and deployment in the above space.

  • Experienced and certified in Six Sigma
  • Green Belt / Black Belt Methodology, PMP certification.
  • Excellent communication and client management skills, presentation abilities and stakeholder
management.

  • Proven ability to work independently.
  • Ability to be flexible and work creatively and analytically in a problemsolving environment.
  • Creative thinking/innovative mindset.
  • Project delivery timeline and milestone management, Stakeholder relationship management.
  • Ability to engage senior client management on offerings, emerging issues in focus.
  • Demonstrated ability to interface with multiple levels of management

Job Types:
Full-time, Permanent

Pay:
RM13, RM18,000.00 per month

Schedule:

  • Monday to Friday