Business Process Improvement Manager

Soft Space Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Business Process Improvement Manager

We’s 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

Pilot, Implement, and Operationalize

Track, Follow Up, and Sustain

Continuous Improvement (Fine‑Tune and Iterate)

Operations Support (As Needed)

Stakeholder Alignment and Change Facilitation

Required Skills & Qualifications

Must‑Have

Nice‑to‑Have

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management and Manufacturing

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