Associate-Process Improvement

Department : Customer Service Location : Malaysia Department : Customer Service Location : Malaysia Job Description Job Description

Process Design & Standardization - to ensure all old and new processes are aligned across 6 ventures, whilst making sure L1-agents have sufficient information & correct SOP(s) to complete day to day task.

Responsibilities :

• Developing process enhancement strategies.
• Conducts Process blueprinting to review existing processes and identify areas for improvement.
• Analyse performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.
• Develop and implement process changes to guide the Customer Care Specialist to deliver superior customer experience and to improve operational efficiency.
• Develop process workflow and design for new products, systems and services.
• Oversee implementation of new business processes
• Monitor and measure the impact of new Process and Improved Process rolled out to ensure achievement of desired outcome.
• Maintain and update all the process related reports and documentation for reference purposes.
• Develop in-depth knowledge of Lazada’s products, services and systems used by customers (buyers and sellers) and Customer Care team.
• Assist in promoting the implementation of best practices.
• Recommend innovative business and technical solutions to improve operational effectiveness.
• Process benchmarking and establishing norms and standard of processes - Process Standardization and alignment for six (6) ventures.
• Organize and maintain data assets in the Xspace (internal system). Job Requirements Job Requirements
• Tertiary education level
• Process Improvement / Process Optimization
• Service Delivery or Customer Service experience (preferably)
• English (Must Have)
• Chinese (Read and Write) - preferable
• Any source of project management certification