Associate Manager, Process Improvement

2 weeks ago


Kuala Lumpur, Malaysia Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-Malaysia-Bukit Jalil KL

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 30/Apr/2024, 12:55:42 AM

**Unposting Date**: Ongoing

**The Role Responsibilities**
- Perform on-going process review for SG CCC with an objective to improve its operational efficiency
- Support in the implementation of Group Re-engineering Agenda which aligns the SG CCC with the global performance standard
- Collaborate with country or group? SQ Team to conduct procedural change from VOC to enhance service delivery and improve customer experience
- Conduct root cause analysis for all level of severity complaints written and identify gaps in process, risk, people, system and service delivery
- Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner to stakeholder engagement and sign-off
- Develop a set of actionable and targeted change management plans - e.g., communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan in collaboration with designated specialists to support successful project implementation on site
- Implement rectifications agreed during monthly country and group VOC meetings which may involve reviewing existing procedures to identify service delivery gap
- Interface with system development team from country or group Tech and Ops team to implement “Straight-Through” approach to optimise process and improve efficiency operationally which have a significant impact on frontline service quality
- A key player in ensuring that the re-engineering team collaborates and performs in an excellent manner within in a matrix structure
- Share best practices with other regional customer care teams

**Strategy**

Re-engineering: Optimisation, Elimination and Digitisation
- Support Senior Manager, Re-engineering to drive, develop and prioritise initiatives for standardisation, cost efficiency and process improvements that will impact the service quality and customer experience in contact centres
- Support implementation of initiatives driven by Group Re-engineering throughout the work year
- Through results obtained from analysis of MIS on daily KPI for performance, event triggers and vital signs of mass errors or process breakdowns, provide expertise in identification of procedural gaps, recommend rectifications, manage implementation of solutions and follow-thru till 100% service recovery takes place
- Conduct analysis on call samples at regular intervals to identify and initiate improvements to eliminate non-value added and non
- straight through / manual interventions in all of contact centre service delivery touch points, enhancing the overall service efficiency and quality
- Provide feedback to all levels of a MY CCC site from Site Head, Operations and Service Managers (performance management and coaching) and maintain productivity and communication channels on all re-engineering project initiatives
- Build, obtain buy-in, maintain ongoing communications and manage stakeholder expectations with all levels of SG CCC site
- Ensure regular reporting of Re-engineering progress to the key members of the Global Customer Care top team
- Analyzing issues and risks, as well as schedule and financial performance by scrutinizing the complaints reported by customers and implementing any remedial actions required
- Work with GT&O team to integrate straight-thru solution in systems with mínimal interruption on contact centre efficiency

**Business**

**Project Management**
- Determine high-level project approach and timeline.
- Track and ensure project milestones are on time and within budget.
- Oversee the end-to-end project delivery, from the concept inception and business case (PAR) preparation (if applicable) through to implementation and post implementation reviews where necessary
- Understand, communicate and manage all intra-and Inter-projects dependencies
- Liaise with project stakeholders on an ongoing basis for project updates and resolution of road blocks
- Effectively communicate project expectations to regional customer care site teams/country customer care site and stakeholders in a timely and clear fashion
- Identify and manage common issues/risks across various projects within the programme and resolving issues escalated by the project managers

**Processes**
- Process mitigation & Documentation and Control

**Process mitigation**
- Support in review of all the procedures that are applicable / introduced to SG CCC to ensure it is streamlined and efficient with a view to reduce AHT, hand-offs and drive up FCR & NPS without negative impact to customer experience
- Work with stakeholders to ensure that optimisation and digitisation are being considered for implementation for processes migrated into SG CCC site
- Ensure all process maps are drawn and documented with appropriate sign-off from stakeholders

**Documentation and Control**
- Support local cont



  • Kuala Lumpur, Malaysia TITAN Wealth Associate Sdn Bhd Full time

    **Job Highlights** - Attractive Commission, Bonus, Incentive & Retirement Benefits - Flexible working hours & work from home arrangements. - Continuous trainings provided & career growth opportunities. **Job Descriptions** - Evaluate client needs and create customized solutions that meet their financial requirements. - Build and maintain relationships with...


  • Kuala Lumpur, Malaysia TITAN Wealth Associate Sdn Bhd Full time

    **Job Highlights** - Attractive Commission, Bonus, Incentive & Retirement Benefits - Flexible working hours & work from home arrangements. - Continuous trainings provided & career growth opportunities. - Evaluate client needs and create customized solutions that meet their financial requirements. **Job Descriptions** - Build and maintain relationships with...


  • Kuala Lumpur, Malaysia Ellwood Consulting Full time

    **Contract type**: Permanent **Location**: Kuala Lumpur **Sector**: Other Roles **Salary**: RM10,000 - RM13,000 per month **Contact name**: Andre Chiang **Published**: about 13 hours ago Job description **Responsibilities**: **Assessment and Analysis**: Conduct a comprehensive analysis of existing warehouse processes and workflows to identify...


  • Kuala Lumpur, Malaysia BASF Asia-Pacific Service Centre Sdn. Bhd. Full time

    **_Do you want to work with passionate teams, providing excellent business and digital services to the Asia Pacific region? _** **_Do you want an open, supportive, and caring working environment?_** **_ Do you view your development needs seriously as we do?_** **_ If YES, then take your career to the #NextLevel with BASF !_** **Objectives of the...


  • Kuala Lumpur, Malaysia JP Associates Malaysia Full time

    **Responsibilities** - Manage the **full accounts payable cycle (receipt of invoices); including coding invoices, matching purchase orders, obtaining approval, and entering the invoices into the accounting system.** - Process employee expense reports, including verification of receipts and coding. - Review invoice batches for Invoice data accuracy. - Ensure...

  • SOX Associate

    3 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Baxter Full time

    SOX Associate (1 Year Contract)This is where you save and sustain livesAt Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.Baxter's products and...

  • Process Manager

    1 month ago


    Kuala Lumpur, Malaysia Petroplan Full time

    Key Responsibilities: As a Process Department Manager, shall be responsible to lead and manage effectively Process Team function and resources for Process Engineering and Pre-commissioning and Commissioning as to support company business in execution of proposal and awarded project which include but not limited to the followings: Department Resource...

  • Associate Manager

    4 weeks ago


    Kuala Lumpur, Malaysia Standard Chartered Full time

    **Job***: Operations **Primary Location***: Asia-Malaysia-Bukit Jalil KL **Schedule***: Full-time **Employee Status***: Permanent **Posting Date***: 23/Jan/2024, 4:21:10 AM **Unposting Date***: Ongoing **The Role Responsibilities** - To assist the Manager in the daily operations to achieve service quality by meeting/ exceeding service standards and...


  • Kuala Lumpur, Malaysia Klook Full time

    About KlookWe 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...


  • Kuala Lumpur, Malaysia JP Associates Malaysia Full time

    Manage the **full accounts payable cycle (receipt of invoices); including coding invoices, matching purchase orders, obtaining approval, and entering the invoices into the accounting system.**: - Process employee expense reports, including verification of receipts and coding. - Review invoice batches for Invoice data accuracy. - Ensure **month end closing...


  • Kuala Lumpur, Malaysia HSBC Full time

    -Job description **Why join us?** Compliance Transformation (CT) ensures effective and efficient definition, planning, management and execution of global change programmes related to financial crime risk, supporting the business teams and HSBC to meet its regulatory commitments and covers key areas such as money laundering, sanctions and anti-bribery and...


  • Kuala Lumpur, Malaysia International Medical University - IMU Full time

    **Responsibilities**:**Coordination of Quality Initiatives, especially in the Academic Core Area.** - Develop Annual Plan of Academic Quality Activities, including Management of Venue, Facilities, Refreshments, and Sourcing for vendors/trainers/training programmes - Implement and Coordinate Initiatives with process owners - Implement Staff Quality Awareness...


  • Kuala Lumpur, Malaysia DKSH Full time

    **Location**:Kuala Lumpur, MY, MY**Job Summary**General Responsibilities** **#Process management and improvements** - Lead process improvement projects from inception to completion. - Facilitate workshops # brainstorming sessions to identify process inefficiencies and collaborate with cross-functional teams to develop solutions. - Review and analyze...

  • Process Excellence

    4 weeks ago


    Kuala Lumpur, Malaysia BASF Asia-Pacific Service Centre Sdn. Bhd. Full time

    We are a leading chemical company, with the best teams developing intelligent solutions for our customers, and for a sustainable future. We connect and develop people with diverse talents all over the world. For you, this means a variety of ways to progress. Not only your performance but also your personality matter to us, regardless of gender, age,...


  • Kuala Lumpur, Malaysia Orange Full time

    **ACCOUNT ASSOCIATE** - Manage quote-order-bill-invoice-payment for assigned customers in bid stage and post-sales stage across OBS internal stakeholders - Sales, Operations, Billing, Finance, etc. - Contribute to major KPIs on assigned accounts, such as quotes, orders, revenue, accounts receivable, profitability and overall customer satisfaction. - Manage...


  • Kuala Lumpur, Malaysia Gratitude Inc. Full time

    **Role**:Any Other **Timings**:Rotational Shifts (Permanent) **Industry**:Other **Work Mode**:Work from office **Functional Area**:Any Other Key Skills: BPO Skills**Position Level: 2A** **Language Requirement: Mandarin Speaker** **Qualifications**: Basic Graduate in any discipline. 1-2 years of experience in a BPO environment, preferably in the...

  • Management Associate

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Job Title: Management AssociateLocation: Kuala Lumpur, MalaysiaCompany Overview: We are a leading private equity and venture capital firm with a focus on investment opportunities across various sectors in Malaysia and beyond. Our mission is to identify and support high-potential businesses, driving growth and delivering value to our investors.Job Summary: We...

  • Sales Associate

    3 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Richemont Full time

    Sales Associate - Kuala Lumpur Are you a good match?You are a dynamic, flexible, communicative, and attentive person.You are sensitive to Jewelry, to the universe of the House and to artistic craftsmanship.You are comfortable in a retail environment in front of an international clientele.You are looking for a team adventure focused on the needs and...


  • Kuala Lumpur, Malaysia BTC Recruitment Malaysia Full time

    **Open Position: Associate Manager, World-Check (MNC Company)** A well-established company is currently recruiting an experienced Associate Manager to join their team in the Kuala Lumpur office. Key Responsibilities: - Hold a Diploma in Accountancy or Finance and have a minimum of 4 years relevant working experience. - To deliver essential support and...


  • Kuala Lumpur, Malaysia Orange Full time

    **Customer Engagement**: - Serve as the initial point of contact for service-related issues. - Participate in regular meetings to discuss service performance. - **Customer Communication**: - Respond to customer inquiries promptly and professionally. - Provide information about products/services and resolve concerns. - **Order Processing and...