Operational Excellence Manager

Headquartered in Singapore, Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions.

Responsibilities

• Analyze and design overall service and business support systems based on customer value and strategic demands, incorporating insights from industry trends, cross-department communication, and organizational assessments.
• Design end-to-end service and business support solutions from an AI perspective, addressing cognitive and usage barriers for users and operational bottlenecks in support processes. This includes modules for demand identification, feature exploration, tool processes, channel planning, knowledge content, and quality management.
• Evaluate and deploy support strategies and capabilities for changes in business, including self-service, human support, and deferred service. Provide support solutions for service design and deployment upgrades.
• Identify customer obstacles and pain points, and develop service solutions adapted from customer view, continuously improving and optimizing solutions to enhance overall customer experience.
• Collaborate with product and R&D teams in strategy and capability deployment to ensure smooth delivery and timely results with high quality.
• Accumulate mechanisms and standards for service design and operations to ensure continuity and inheritance.

Qualifications

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

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