Business Process Improvement Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Soft Space Full time 120,000 - 180,000 per year

We're building a high-performing Merchant Operations engine—and we're hiring a Manager to lead process excellence end-to-end. If you can turn BAU chaos into clear operating rhythms, pilot fast, and lock in measurable gains, let's talk.

Key Responsibilities:

Understand BAU and Establish Baselines

  • Immerse onsite with Merchant Operations to understand demand patterns, constraints, seasonality, and pain points.
  • Shadow frontline teams and observe workflows across the end-to-end merchant lifecycle (e.g., onboarding, activation, support, settlements, disputes/chargebacks).
  • Document current-state processes, handoffs, and controls at the right level of detail.
  • Quantify baselines and define targets for each initiative (e.g., cycle time, error rate, backlog, cost per case, SLA adherence, satisfaction).
  • Maintain a transparent improvement backlog prioritized by impact, effort, and risk.

Design Practical Improvements

  • Co-design future-state processes with BAU owners that are simple, feasible, compliant, and resilient.
  • Produce concise cases for change with expected benefits, risks, dependencies, and required effort.
  • Define pilot plans with entry/exit criteria, ownership, and measurement methods.

Pilot, Implement, and Operationalize

  • Run time-boxed pilots onsite with daily stand-ups and rapid feedback loops.
  • Deliver rollout plans including communications, training, SOP/checklist updates, and handover to BAU owners.
  • Embed controls (spot checks, error-proofing, exception paths, visual management) to stabilize new processes.

Track, Follow Up, and Sustain

  • Maintain a simple dashboard/report pack showing baseline, target, trend, and variance for each metric.
  • Conduct regular onsite reviews with process owners to assess performance and
  • remove blockers.
  • Validate realized benefits and update a benefits register; document decisions, risks, and mitigations.

Continuous Improvement (Fine-Tune and Iterate)

  • Monitor post-implementation performance; identify drift and new bottlenecks.
  • Run inspect-and-adapt cycles to refine steps, staffing, handoffs, and controls as needed.
  • Capture lessons learned and update SOPs, playbooks, and training to reflect the best-known way.

Operations Support (As Needed)

  • Provide hands-on support to operations during peaks, incidents, or transitions to stabilize performance.
  • Assist with schedule balancing, queue management, and quick containment actions while maintaining improvement momentum.
  • Serve as a liaison between operations and enabling teams to resolve issues quickly.

Stakeholder Alignment and Change Facilitation

  • Facilitate workshops and decision forums to align goals, constraints, and responsibilities.
  • Communicate progress and risks clearly to frontline teams, managers, and executives.
  • Build buy-in by engaging early, sharing evidence, and celebrating wins.

Required Skills & Qualifications:

Must-Have:

  • Experience leading or contributing to process improvement initiatives with measurable outcomes.
  • Comfortable working onsite with frontline teams and supporting operations during peaks or incidents.
  • Strong communication and facilitation skills across levels and functions.
  • Ability to use basic data (e.g., spreadsheets/exports) to set baselines and track results; build simple dashboards/control charts.
  • Proficient at documenting processes, drafting SOPs/checklists, and creating simple dashboards/reports.

Nice-to-Have:

  • Respectfully challenges assumptions; curious, pragmatic, and action oriented.
  • Organized and dependable with strong follow-through and attention to detail.
  • Calm under pressure; balances short-term operational needs with long-term improvement goals.

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