Program Specialist – Operational Excellence (Kuala Lumpur, Malaysia)

Program Specialist – Operational Excellence (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are now looking for a Program Specialist – Operational Excellence.  The process excellence team supports our client’s customer services operations in achieving client and employee satisfaction, optimal results on efficiency metrics while earning maximum potential in performance through sustainable and repeatable process improvement strategies. The PE Analyst will monitor, participate, and document process improvement projects to drive better performance and profitability. Provide both consultations, coaching, and direction to the operations teams to reach their internal and external goals via technical methodologies (i.e., Six Sigma, Lean Sigma, COPC, Change Management, Project Management, etc.).

The PE Analyst will create new processes and systems with the highest output quality, structured in a way allowing our client to use them as standards for their services and products as we scale. This means adhering to the standards of structure, tool use, templates, and performance expectations of the group projects. Project management responsibilities include the coordination and completion of projects on time within budget and within scope. Set deadlines, assign responsibilities and monitor and summarize progress of the project. Prepare reports for senior management regarding the status of all assigned projects and ensure standard platform information and reporting to see trends and identify risks. The successful candidate will understand quality operations project management and is able to optimize on specific outcomes. Project Managers will have extensive stakeholder interaction and will demonstrate solid communication and cultural attributes of our client.

Overall success measurements:

• Project completion (% attainment by quarter)

• KPI improvements (via project iterations)

• Improve efficiency (reduction in cost per ticket or cost per hour)

• Reduce contact rate (defects per active user)

• Customer retention (Improve overall %)

• Duration of customer resolution time (net total time reduction)

Responsibilities

• Design, analyze, and create programs to improve the way our client’s support teams work in customer service operations

• Ideate and develop analytical frameworks to support the company in new markets and products

• Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to understand core issues through observation, facts and data

• Define a roadmap and drive cross-functional projects to improve the key operational metrics, such as customer satisfaction, quality, and productivity

• Create and maintain process documentation of the customer support operations

• Approach the customer operations performance or quality obstacles in a methodical manner in collaboration with other relevant teams to ensure continuous progress

• Introduce industry best practices and keep up to date about related trends

• Create appropriate tools (e.g., project reports, dashboards) to measure the progress against the goals and update stakeholders

• Coordinate internal resources and third parties/vendors for the flawless execution of projects

• Ensure that all projects are delivered on-time, within scope and within budget

• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

• Ensure resource availability via capacity planning and proper allocation via skill sets and competencies

• Develop a detailed project plan to monitor and track progress on a standard platform and template for information

• Measure project performance using appropriate tools and techniques, and maintain comprehensive project documentation

• Perform risk management to minimize project risks

Qualifications 

• Solid knowledge in scaled customer services industry, process improvement, and project management with a proven track record in successfully driving technical operational projects (3+ years)

• Experience in end-to-end management of operational improvement initiatives from discovery to closure (DMAIC)

• Knowledge of customer service and scaled operations standards and best practices

• Solid organizational skills including attention to detail and multitasking skills

• Experience setting up project tools, platforms, documentation templates, reporting business reviews, etc. for a large global team

• Certifications including LSS (DMAIC) or COPC are greatly preferred

• Bachelor’s Degree or MBA in the appropriate field of study or equivalent work experience

• Experience creating cost models, developing and tracking budgets and financial performance

• Experience in guiding and leading junior members in the team (when applicable)