Asean Productivity Specialist

7 days ago

Kuala Lumpur, Malaysia BSI Full time

Great that you're thinking about a career with BSI

Purpose of the role

BSI is driving a transformation of its ASEAN Service Delivery Hub to enhance standardization, efficiency and customer service quality. To support this initiative, we are hiring a Productivity Specialist to coordinate standardization efforts, implement digital tools and drive change management.

This role will play a key part in driving the transformation program, ongoing optimization and continuous improvement to ensure efficiency and excellence in service delivery.

Key responsibilities and accountabilities

1. ASEAN Service Delivery Hub Standardization & SOP Development- Oversee the full implementation of the Service Delivery Hub transformation plan.- Establish SOPs for all key service delivery functions, ensuring consistency across ASEAN.- Develop and maintain knowledge repository, ensuring training is completed for smooth knowledge transfer and team alignment.- Support 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 and VOC performance.- Automate current reporting processes to reduce manual workload, provide operational insights and support optimization decisions.

3. Change Management & Proactive Client Engagement- Support in implementing the customer care strategy and training program to help the team to enhance proactive customer communication.- Design and launch an updated VOC tracking, driving improvements in NPS scores and other customer satisfaction metrics.- Ensure change management efforts minimize disruption to service delivery while maintaining operational efficiency.

4. Continuous Improvement & Optimization- Identify ongoing improvement and optimization opportunities.- Develop a continuous improvement framework, assessing process efficiency, team performance and VOC.- 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 in 2025.- SOPs established and adopted across all ASEAN service delivery functions.- Knowledge repository completed and all staff trained to ensure smooth knowledge transfer.- Power BI tracking launched, reducing manual reporting and enabling operational insights.- Training programs implemented for proactive client engagement.- Improved VOC tracking, NPS scores, customer satisfaction and reduced customer attrition.- Ongoing process improvements and optimization efforts identified and executed.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.

  • Sales Finance Manager

    1 week ago

    Kuala Lumpur, Malaysia Siemens Healthineers Full time

    Do you want to contribute to the future of healthcare? As Siemens Healthineers values those who dedicate their energy and passion to this cause, our company’s name is dedicated to our employees. It’s their pioneering spirit, blended with our long history of engineering in the ever-evolving healthcare industry that truly makes us unique as an...

  • Operation Director, ASEAN

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia BSI Full time 90,000 - 120,000 per year

    Great that you're thinking about a career with BSIOverview / Purpose Of The PositionTo Manage all aspect of delivery from point of sales to completion across the ASEAN cluster, develop and drive business growth strategies for the cluster and provide vision and energy as necessary to ensure the full business potential is realized whilst maintaining, upholding...

  • Operation Director, ASEAN

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia BSI Group Full time $100,000 - $150,000 per year

    Great that you're thinking about a career with BSIOverview / Purpose of the positionTo Manage all aspect of delivery from point of sales to completion across the ASEAN cluster, develop and drive business growth strategies for the cluster and provide vision and energy as necessary to ensure the full business potential is realized whilst maintaining, upholding...

  • Telemarketing Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CIMB Full time 30,000 - 60,000 per year

    Company DescriptionCIMB Group is a leading ASEAN universal bank and one of the largest Asian investment banks. Headquartered in Kuala Lumpur, Malaysia, we offer a wide array of services including consumer banking, commercial banking, wholesale banking, Islamic banking, and asset management products. With over 36,000 staff in 16 locations across ASEAN, Asia...

  • Event Production Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia PRESTIGIOO | Corporate Event Management Specialist Full time 40,000 - 80,000 per year

    BenefitsMileage claimPerformance bonus up to EXTRA RM5,000 on top of basicPantry free flow of drinks & biscuitsPerformance commission (range from RM500 - RM2000)Encourage Intrapreneurship if interestedConversational LanguageEnglishMandarin/ Chinese (Bonus)LocationSri Petaling, KLCompany DescriptionPRESTIGIOO is a one-stop event management company...

  • Events Specialist Consultant

    2 weeks ago

    Kuala Lumpur, Malaysia Tetra Tech Full time

    **Events Specialist Consultant - Aus4ASEAN Futures - TSSP** The Aus4ASEAN Futures TSSP is seeking to recruit a dedicated **Events Specialist Consultant**to lead on the planning, management, organization and delivery of high-quality Aus4ASEAN Futures-funded events during the Malaysia chair year (2025). **Contribute to a world where people, communities and...

  • Sales Engineer ASEAN Region

    2 days ago

    Greater Kuala Lumpur, Malaysia HRS Heat Exchangers Full time 60,000 - 80,000 per year

    AtHRS Heat Exchangers, an international company dedicated to the engineering, design, manufacturing, and maintenance of heat transfer solutions, we are looking for aSales Engineerto join our team in theASEAN region.Your mission:To provide technical and commercial support in the development and execution of the sales strategy in the assigned markets, ensuring...

  • Collection Specialist

    4 days ago

    Kuala Lumpur, Malaysia Atome Full time

    About Atome Financial Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide,...

  • ASEAN Talent Acquisition Specialist

    2 days ago

    Kuala Lumpur Centre, Kuala Lumpur, Malaysia Private Advertiser Full time 80,000 - 120,000 per year

    We are hiring HR Recruiter with a leading software and technology company, based at Kuala Lumpur. This role involves managing end-to-end recruitment in ASEAN.Key ResponsibilitiesPartner with business leaders to understand hiring needs and deliver tailored staffing strategies.Execute hiring plans aligned with business goals, timelines, and budgets.Identify...

  • ASEAN Talent Acquisition Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Adecco Full time 6,000 - 9,000 per year

    We are hiring HR Recruiter with a leading software and technology company, based at Kuala Lumpur. This role involves managing end-to-end recruitment in ASEAN.Key ResponsibilitiesPartner with business leaders to understand hiring needs and deliver tailored staffing strategies.Execute hiring plans aligned with business goals, timelines, and budgets.Identify...