Operational Excellence Transformation Executive
1 month ago
As a key member of the Customer Centre team, you will play a critical role in driving operational efficiency, excellence, and transformation initiatives. Your primary focus will be on evaluating operational quality, identifying opportunities for improvement, and collaborating with cross-functional teams to lead and execute process improvement and change management initiatives.
Key Responsibilities:
- Evaluate operational quality regularly and identify opportunities for improvement across the Customer Centre.
- Collaborate with cross-functional teams to lead and execute process improvement and change management initiatives.
- Govern the end-to-end Service Request (SR) landscape and serve as the primary point of contact for all service requests created by the Customer Centre.
- Monitor the progress of service requests throughout their lifecycle, ensuring adherence to established SLAs and service standards.
- Review the SLA standards for service requests based on urgency, impact, and customer requirements.
- Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
- Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
- Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
- Collaborate closely with business units to understand their unique operational challenges and opportunities for improvement.
- Communicate effectively with stakeholders to gain buy-in, alignment, and support for operational excellence and transformation initiatives.
- Display flexibility in work deployment when business needs arise.
Requirements:
- Min Diploma/ Degree with related experience in Customer Experience Project management and process improvement events.
- At least 2 years' experience in a Contact Centre environment, preferably in a banking industry.
- Structured team player and able to manage concurrent projects at the same time.
- Agile in work deployment and projects when business needs arise.
- Champion change and is innovation-oriented.
- Resilient and effective task execution.
- Strong customer and business focus.
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