Operations and Process Improvement Associate

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Touch 'n Go Group Full time

About Touch 'n Go Group

We are a leading provider of innovative financial services, striving to revolutionize the Fintech industry through our commitment to excellence and customer satisfaction.

Our team is passionate about delivering exceptional experiences, empowering our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP.

Job Description

The role focuses on enhancing efficiency, customer satisfaction, and performance by improving processes and training programs. Responsibilities include delivering training, driving process improvements, and ensuring alignment with organizational goals.

Main Responsibilities:

  • Develop and maintain SOPs to ensure up-to-date standards.
  • Design, deliver, and evaluate training programs aligned with organizational goals.
  • Develop and manage Business Continuity Plans (BCP) for CES and Careline.
  • Organize and drive process improvements, cost optimization, and quality initiatives.
  • Review FAQ articles to identify gaps, inconsistencies, or outdated information.
  • Serve as a subject matter expert, providing guidance and support.
  • Manage training and align initiatives with organizational objectives.
  • Promote continuous learning and professional development.
  • Perform other tasks as assigned by the HOD.

Requirements

  • Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or bachelor's degree in any fields or equivalent.
  • At least 2 years of experience in a call centre environment or experience in the service sector, banking industry, or commercial services.
  • Advanced proficiency in Excel, Word, PowerPoint, and Outlook.
  • Strong analytical skills, attention to detail with good reporting skills and interpretation capabilities.
  • Excellent written and verbal communication skills in English; proficiency in other languages such as Malay, Mandarin, or Cantonese will be an advantage.
  • Ability to work with cross-functional teams to coordinate for desired outputs.
  • Ability to influence agents on strong customer service ethics and persuasive skills.
  • Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.
  • Customer-centric with knowledge of mobile/digital e-wallets.
  • Self-motivated, positive attitude, and ability to manage multiple tasks.
  • Passionate about customer satisfaction and able to work under pressure.
  • Able to respond to customers with written communications, interact with customers to answer questions, provide education, create awareness, and maintain the company's reputation for high-quality service.
  • Strong communication skills to develop and cultivate lasting customer relationships.
  • Must be able to work with tight deadlines.
  • A start-up attitude – highly collaborative and globally-minded.


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