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Account Manager

4 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Gratitude Inc. Full time

Role:
Account Manager

Timings:
Day Shift (Permanent)

Industry:

BPO

Work Mode:
Work from office

Functional Area:
ITES /
BPO / Customer Service

Process:
Voice

Key Skills:
Assessment of Risk CRM (Customer relationship Management) Customer Relations Risk and Complaince Six Sigma Green Belt Customer Engagement Customer Care ecommerce platform customer support- 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 buy-in.

  • 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 6-sigma 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.