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ASEAN Transformation Coordinator

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia ENGINEERINGUK Full time
Job Overview

The ASEAN Productivity Specialist will play a crucial role in driving the transformation of the ASEAN Service Delivery Hub. This individual will oversee the implementation of the Service Delivery Hub transformation plan, establishing standardized operating procedures (SOPs) for key service delivery functions across ASEAN.

Key Responsibilities and Accountabilities
  1. Asean Service Delivery Hub Standardization & SOP Development
    • Coordinate the full implementation of the Service Delivery Hub transformation plan, ensuring consistency across ASEAN.
    • Develop and maintain knowledge repository to ensure smooth knowledge transfer and team alignment.
    • Support the ASEAN Service Delivery Team in adapting to function-based roles.
  2. Digital Enablement & Power BI Implementation
    • Design and launch Power BI tracking tools to monitor team efficiency, project effectiveness, and operational performance.
    • Automate current reporting processes to reduce manual workload and provide operational insights.
  3. Change Management & Proactive Client Engagement
    • Implement customer care strategy and training program to enhance proactive client communication.
    • Design and launch updated VOC tracking to drive improvements in NPS scores and other customer satisfaction metrics.
  4. Continuous Improvement & Optimization
    • Identify ongoing improvement opportunities and develop a continuous improvement framework.
    • Refine Power BI dashboards and data analytics to support decision-making and future process refinements.
Key Performance Indicators
  • Full implementation of Service Delivery Hub transformation plan.
  • SOPs established and adopted across all ASEAN service delivery functions.
  • Knowledge repository completed and all staff trained.
  • Power BI tracking launched and manual reporting reduced.
  • Training programs implemented for proactive client engagement.
  • Improved VOC tracking, NPS scores, and customer satisfaction.
  • Ongoing process improvements and optimization efforts identified and executed.