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
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.Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Management and Manufacturing
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