Manager, Process

1 week ago

Singapore SINGAPORE TELECOMMUNICATIONS LIMITED Full time

Process and content is a strategic team responsible for design and map out the end-to-end customer related flow and processes. They design, engineer and modernize the process and policy to ensure operational efficiency, customer satisfaction and ease of frontline adoption. This position plays a critical role in working with different stakeholders (internal & external) to 1) ensure process, policy and communication in the all the product & services life cycle (new, change or cease) and promotion are consistent, 2) analyze and improve current process and 3) management of strategic project and unplanned incident (Service, billing, security) For Manager that is responsible for the launch squad. He / She will be focusing on (1) For Manager that is responsible for the Improvement and content squad, he/she will be focusing more on item (2) and (3).

**Campaign management**:

- Be the gatekeeper to ensure that assigned campaign / initiatives are conforming to the campaign checklist requirement.

The checklist will cover key requirement for customer process Policy, System (Tools, self help and knowledge portal) and communication. Responsibilities / activities include,
- Ensuring all campaign and initiatives are tracked. And assess the criticality of the items not conforming or ready at launch. And establish an agreed timeline / commitment with campaign owner.
- Keep abreast of the upcoming campaign and activities, coordinate with workforce and training resources are planned and catered.
- Continue to refresh and enhance the campaign checklist.
- Provide guidance and mentor to the junior staff to ensure the campaign met it’s targets. These targets include Contact rate, Customer satisfaction, AI deflection rate, etc)

**Feedback management **- Provide guidance escalation support to junior staff in review customer and frontline pain points and suggestion that has impact on CE, First Call Resolution (FCR) and/or frontline effort.

**Stakeholder management - **Engage regularly with stakeholders (managerial and executive level) in
- Reviewing of the operation impact (contact rate, escalation rate, escalation response time) of the campaign and activities. Identify opportunity for empowerment or automation.
- Tracking on the committed activities/initiatives that will improve operation efficiency or customer experience.

**Event / Incident management **- Lead / facilitate customer event or incident. The event / incident can be system, billing, security and/or service incident. Responsibility includes,
- Clarify and assess the event/incident impact and implication.
- Identify key customer concerns and questions.
- Prepare internal comms and system alert (eg IVR, CRM)
- Track and monitor impact.

**Other activities**
- Regular engagement with other function units to understand the trending in both internally and externally.
- Understand the market best practice, customer trending and tools available in the market.
- Initiative ad-hoc research, benchmarking study or mystery calls
- Support in implementation roll out of strategic, department project and initiatives

**Requirements**:

- Degree and above (Hospitality, business or Engineering preferred)
- Good to be Certified Project management (PMP) or process improvement framework (eg Lean Six sigma, COPC, ITIL)
- At least 1 - 5 years of project management roles
- Good to have 3-5 year of customer fronting roles

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