Associate/ Senior Associate, Operational Excellence
2 weeks ago
**Role Overview**:
- Drive operational efficiency, excellence, and transformation initiatives within the Customer Centre. Responsibilities:
- Evaluate operational quality regularly and identify opportunities for improvement across the 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 and effective task execution* Strong customer and business focus
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