backBack

Specialist, Business Process Improvements

NEW
location

Kuala Lumpur, Malaysia

permanent

Permanent

Duties & Responsibilities

  • 1. Analyse end-to-end operational processes to identify inefficiencies, bottlenecks and root causes of repeated customer contacts.
  • 2. Drive execution of assigned RC reduction initiatives, including requirement gathering, CES/DAI alignment, action closure and pre/post impact tracking.
  • 3. Translate operational pain points into workflow, SOP, macro, training or system enhancement requirements.
  • 4. Coordinate operational readiness for RC-impacting changes such as OCR pre-check, chatbot handover and verification flow updates, including UAT participation and agent readiness.
  • 5. Support Project Fusion change readiness across SOP/OSOPM governance, UAT follow-up, end-user training readiness, and pre- and post-go-live issue management.
  • 6. Co-develop and operationalise the Chatbot Enhancement SOP and governance framework so that enhancements are assessed, tested, documented and adopted before and after go-live.
  • 7. Develop and maintain SOPs, process flows, training materials and user guidance for assigned initiatives.
  • 8. Identify opportunities to automate tasks and optimise the use of tools and data.
  • 9. Maintain the BPI portfolio tracker with progress, dependencies, risks and evidence for management reporting.
  • 10. Partner with Operations, CES, Product, UED, DAI/Tech, Risk and BI to align requirements and drive adoption.

Requirements

  • 1. Bachelor's degree in Business Administration, Operations Management, Information Systems or a related discipline.
  • 2. Minimum 2 years of experience in business process analysis, process improvement, business analysis or operational excellence.
  • 3. Strong analytical and problem-solving skills, with the ability to use operational data to size problems and measure impact.
  • 4. Proficiency in process modelling and analysis tools (e.g. BPMN, Visio). Familiarity with Lean, Six Sigma or similar methodologies is an advantage.
  • 5. Experience developing SOPs, process documentation or training materials.
  • 6. Strong stakeholder management skills, with the ability to coordinate cross-functional inputs and drive timely closure without direct authority.
  • 7. Good communication skills, with the ability to present clearly to both frontline and management audiences.
  • 8. Proficiency in Microsoft Office. Experience with SQL, Power BI or automation tools is an advantage.
  • 9. Experience in fintech, eWallet, ePayment or contact-centre operations is highly regarded.
  • 10. Exposure to UAT, change enablement or operational readiness for system rollouts is an added advantage.
Apply Now arrow