AsSeniorOperationExcellenceManager in Customer Service Division, you willlead a team ofOperationPlanning Team todevelop and implement strategic&innovation roadmap featuring differentworkflow flow and process for CS day-to-day work task.Be the champion to drive transformationdoes not limit toProcess Streamlining,Smart Technologies, RPA&AIAgentsetc. The person is also expected to be approachable, smart and ambitious to push changes to local andGBAoffices in facilitating efficientoperational transformation.
Your Role
- Assessing current commercial processes and workflows to identify inefficiencies or bottlenecks.
- Mapping and documenting existing processes for clarity and transparency
- Analyzingoperational data to inform recommendations for improvement
- Design customer-centric processes, using data to identify pain points along the customer journey, and cross-departmental collaboration via CS Forum to ensure best practices for both operational and customer-facing teams.
- Collaborating with cross-functional teams to design andimplement process enhancements
- Facilitating training and workshops to ensure smooth adoption of new processes
- Monitoring the effectiveness of implemented changes using key performance indicators (KPIs)
- Process mapping and business process modeling expertise (using tools such as Visio, BPM software, or similar).
- Leading digital transformationacross HK and GBAoperations by driving change and fostering cross-functional teams towardoperationalexcellence.
- Driving a cultureof continuous improvement within the commercial team.
- Projects Support on transformation
To Succeed in this Role
- Bachelor degree in Information Technology, Computer Science or related field preferred.
- Minimum of 8 years of experience related to Telecommnication, IT Management or other information technology. At least 4 years of leadership role in a scalble company.
- Familiarity with process improvement methodologies such asLean, Six Sigma(Green Belt or Black Belt certification preferred)or Design Thinking
- Enabler onRobotic Process Automat ionandAI Agentsetup is an advantage
- Candidate with less experience will consider asOperationExcellenceManager
