Innovation Manager

**About the Company**

Our client are the worldwide leader in outsourced omnichannel customer experience management. They connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.
- 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 status-quo 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

**Job 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 4-5 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 problem-solving environment.
- Creative thinking/innovative mind-set.
- 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.

**Salary**: From RM4,000.00 per month

Schedule:

- Rotational shift

**Language**:

- English (required)